Refund Policy

📦 Refund Eligibility

We only accept refunds or exchanges under the following conditions:

• Defective product received

• Wrong item delivered

Refunds will not be granted for reasons such as:

• Incompatibility with your faucet or plumbing system

• Installation difficulties not caused by product defects

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| ⚠️ Please check product specifications carefully before placing your order.

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🔧 Built-In System – Special Exchange Policy

If you’ve purchased a built-in system and installation is carried out by our authorized plumber, we may allow an exchange only if:

• Our plumber assesses the product on-site and confirms it is not compatible

• The original product packaging is unopened and untampered

In such cases, you may exchange the unit for another compatible built-in system model. Additional charges may apply if the replacement model is of higher value.

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📬 How to Request a Return

To initiate a return, you must submit your request within 7 days of receiving your parcel.

1. Email us at cleansui@btbtrading.com with your order number and reason for return

2. Wait for our acknowledgement and return instructions

3. Once approved, send the item to:

                    | BTB Trading
                    | 50 Bukit Batok Street 23
                    | Midview Building, #05-03
                    | Singapore 659578

• Please use a trackable shipping method

• We are not responsible for parcels lost in transit

• Returned items must be unopened, unused, and in original condition

• Returns must be received within 7 working days of our approval​

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💳 Refund Processing

Once we receive and inspect your return:

• If approved, your refund will be processed to your original payment method within 7–10 business days

• Shipping fees are non-refundable​