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Refund & Return Policy

We want you to be confident in your Vival Desk. If something is not right, this page explains how returns and refunds work. Nothing here replaces or limits your rights under Singapore law, including the Sale of Goods Act and the Consumer Protection (Fair Trading) Act (CPFTA) and its Lemon Law provisions. Those statutory rights cover the whole desk (the walnut-finish top, the metal frame, and the motor and electronics), and they apply in addition to the voluntary warranty described on our Warranty Policy page.

Last updated: June 2026

Two different things: a defect versus a change of mind

It helps to keep two situations apart, because they are handled very differently.

1. Defective, damaged on arrival, or not as described. This is covered by your statutory rights. We put it right free of charge, and we bear the costs. See "Faulty, damaged on arrival, or not as described" below. 2. Change of mind. You simply no longer want the desk, even though it is fine. This is a goodwill policy we choose to offer, and you arrange and pay for the return.

Cancelling before dispatch

If you change your mind before your order is dispatched, you may cancel it for a full refund of the S$289 you paid. Email support@projectvival.com with your order number as soon as possible. Once an order has been dispatched, the terms below apply.

Change-of-mind returns (a goodwill policy)

Under Singapore law there is no statutory cooling-off or change-of-mind cancellation right for standard online retail purchases of goods. The change-of-mind return described here is a goodwill store policy we choose to offer, not a legal entitlement, and it does not affect your statutory rights for goods that are defective or do not conform to contract. This 14-day goodwill window reflects standard practice in the furniture industry.

As a goodwill gesture, you may return your Vival Desk within 14 days of delivery for a refund, provided the desk is:

  • Unused and in its original, resaleable condition.
  • Returned with all parts, accessories, and original packaging.

After the 14-day window has passed, we are unable to accept change-of-mind returns. This does not affect your statutory rights for a genuine defect (see below), which are not limited to 14 days.

How to start a change-of-mind return

Email support@projectvival.com with your order number and the reason for return. We will confirm the return and the next steps before you send anything back.

For a change-of-mind return, you arrange the return and you may do it either way:

  • In person at our Singapore retail location, Esmond Service Centre, 24 Sin Ming Lane, #01-100, Singapore 573970, by prior arrangement (please email us first so we can be ready for you).
  • By your own courier, shipped back to the address above at your arrangement.

Return shipping for change of mind

For change-of-mind returns, the customer arranges and bears the cost of return logistics, whether by bringing the desk to our store or by booking their own courier. We do not cover return shipping for a change of mind. As delivery to you was free, no delivery fee is deducted from your refund.

This is different from a faulty or damaged item. Where a desk is defective, damaged on arrival, or not as described, we cover the cost of collection, return, and redelivery (see below).

What cannot be returned for change of mind

  • Items that have been used, assembled beyond what is needed to inspect them, damaged through use, or are missing parts or packaging.

These exclusions apply only to change-of-mind returns. They do not apply to faulty, defective, or misdescribed goods, where your statutory rights apply in full.

Faulty, damaged on arrival, or not as described (your statutory rights)

If your desk arrives damaged or faulty, including a dented or marked top, or it develops a manufacturing fault, or it does not conform to what was described, contact us straight away and see our Warranty Policy. These statutory rights cover the whole desk, including the walnut-finish top and the metal frame, not just the motor and electronics, and they cannot be reduced by the scope of any voluntary warranty.

  • If the desk does not conform at delivery (for example it arrives damaged), we will put it right at no cost to you, including a full replacement set of parts or the whole desk where needed.
  • For non-conforming goods you may first choose to have us repair or replace the desk, free of charge. We will only provide the other of those two remedies if the one you have chosen is impossible or disproportionately costly compared with the alternative.
  • If we cannot repair or replace the desk within a reasonable time and without significant inconvenience to you, you may then claim a price reduction or a refund.
  • You will not be charged for parts, labour, or the collection and redelivery of defective goods.
  • If a defect appears within six months of delivery, it is presumed to have existed at delivery unless we show otherwise, and we bear the burden of proof.
  • After six months, and up to a reasonable durability period for a desk of this type and price, you may still claim if you can show the defect was present at delivery.

To be clear, this covers defects present at delivery and genuine manufacturing faults. It does not cover ordinary cosmetic wear and tear over time, or accidental damage you cause after delivery during use (for example, denting the top yourself in later use). That distinction is standard industry practice and does not reduce any statutory right you have for a fault that was present at delivery.

Nothing in this policy operates as a "no refunds", "all sales final", or "sold as is" term.

Refund method and timeline

Approved refunds are made through HitPay to your original payment method (PayNow or card), never as store credit. Once we receive and inspect the returned desk, we aim to process your refund within 7 to 14 business days. The time for the funds to reach you depends on your bank or payment provider.

Payment disputes

If you have any concern about a charge or a refund, please contact us first at support@projectvival.com and we will resolve it as quickly as we can. This is usually faster than raising a chargeback with your bank.

Contact us

This policy is provided by Esmond Solutions Pte. Ltd. (UEN 202031216G), 24 Sin Ming Lane, #01-100, Singapore 573970. Email support@projectvival.com. Prices are shown in Singapore dollars and are inclusive of all charges. We are not GST-registered, so no GST is added.

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