*Our return policies (below) are in addition to and do not affect your rights you may have under the Consumer Protection (Fair Trading) Act 2003.

 

Returns Process

We recommend reviewing our Return Policy before making a purchase to familiarize yourself with our refund, return, and repair guidelines. Additionally, we encourage you to inspect your order upon delivery or collection to ensure it meets your expectations, is of acceptable quality, and matches the description provided.

 

Return Eligibility

Returns must be initiated within ten (10) working days from the date of delivery. You may return an order or specific items for the following reasons:

• The product does not match the webshop specifications or description.

• You received an incorrect item in your package.

• The product is defective or damaged upon arrival.

 

General Return Requirements

To qualify for a return, the following conditions must be met:

• Proof of purchase (order invoice number and receipt) must be provided.

• The item must be in new condition, returned in its original, unopened product packaging with all accessories (manuals, warranty cards, certificate of authenticity, and any free gifts).

• Sealed items must remain unopened.

• The product must not have been used or installed.

 

Non-Returnable Items

Some items are ineligible for return, including:

• Hygiene products (e.g., paper products, air freshener sprays) unless unopened and in original packaging.

• Consumables (e.g., filters, chemicals) unless unopened and in original packaging.

Note: If delivery has taken place, refunds will exclude any delivery charges paid. Only one exchange is permitted per product, and exchanged products are not eligible for further returns or refunds unless faulty.

 

How to Initiate a Return

If your return meets all eligibility criteria, please follow these steps:

1. Prepare your order invoice number and proof of purchase.

2. Email webshop-sg@rentokil-initial.com with your order details, reason for return, and, if applicable, supporting photos or videos.

3. Our Customer Service Team will verify your request and arrange for a return pickup. Alternatively, you may drop off the package at: Rentokil Initial Office
   16 Jalan Mesin, Singapore 368815
   Operating Hours: 9:00 AM – 4:30 PM

4. Our courier service will collect the package.

5. We will evaluate your return within seven (7) working days upon receipt of the returned items.

6. You will receive an email confirmation once the return has been processed.

 

Refund & Exchange Process

• If your return is approved, we will process a refund or replacement based on your preference.

• Refunds will be issued via the original payment method.

• If the return is declined, we will notify you and arrange for the item to be sent back. A delivery fee will apply.

 

Extended Ten (10) Days Return & Exchange Policy

For added flexibility, we offer returns or exchanges within ten (10) working days of receiving your order. You may exchange an item for a different product or request a refund to the original payment method.

 

Exceptions to the ten (10) working days Return Policy:

• Final sale items (discounted items) cannot be returned or exchanged.

• Items must be returned in original packaging with no visible signs of opening or use.

• Return shipping costs are at your own expense unless the item is defective or arrived damaged.

 

Frequently Asked Questions (FAQs)

1. How long does it take to receive a refund or replacement?
   Once we receive your returned item, refunds are typically processed within 14 to 21 working days.

2. Who covers the shipping fees for returns?

• If you return an item due to placing an incorrect order or a change of mind, return shipping costs are your responsibility.

• If the item is defective or was received damaged, we will cover the return shipping fees.

For any further inquiries, please contact webshop-sg@rentokil-initial.com.

 

Warranty Policy

 

What does our warranty cover?

The following product categories listed below offered for sale on our webshop, www.initial.com/sg/shop, are covered by a product warranty:

• Air Purifier

• Air Freshener

• Hand Soap / Sanitiser Dispenser

• Paper Towel Dispenser

• Hand Dryer

For the avoidance of doubt, all other product categories not listed above are not covered by any product warranty, and the terms set out under this section “Warranty” shall not apply to any and all such products not listed above.

 

What are the terms & conditions of the warranty?

• Rentokil Initial will repair or replace a defective product (at Rentokil Initial’s discretion) if, within the 6 month warranty period, it is found to be defective due to faulty materials or workmanship, following use in accordance with the Operating Manual for the manufacturer’s intended purpose only.

• If a part is no longer available (e.g. particular colour variations), a functional replacement part will be used.

• The warranty period starts on the later of the date of purchase or the date of delivery.

• You must provide proof of delivery/purchase before any work can be carried out under the warranty. Please keep your purchase receipt or delivery note.

• Please note that without this proof of delivery/purchase, any work carried out will be chargeable.

• All work will be carried out by Rentokil Initial or its authorised agents.

• Any parts which are replaced will become the property of Rentokil Initial.

• The repair or replacement of the product will not extend the 6 month warranty period.

• All other warranties are expressly excluded, to the maximum extent permitted by law.

To the maximum extent permitted by law, Rentokil Initial will not be liable for any warranty claim submitted in accordance with the provisions of the warranty outside of the 6 month warranty period.

 

What isn’t covered by a Rentokil Initial warranty?

There are circumstances in which the Rentokil Initial warranty will not cover the repair or replacement of the products under warranty. These aren’t hidden in the small print. Here’s what isn’t covered:

• Normal wear and tear, including parts that might wear out over time (e.g. fuse, batteries, filters etc.);

• Accidental damage;

• Damage as a result of use not in accordance with the rating plate;

• Damage caused by not carrying out the recommended appliance maintenance;

• Removal of blockages. If your machine becomes blocked, please refer to the Operating Manual for details on unblocking it. If you need clarification, please contact our customer helpline;

• Damage from external sources such as transit, weather, electrical outages or power surges;

• Failures caused by circumstances outside of Rentokil Initial’s control;

• Negligent use, misuse, neglect, wilful damage or careless operation of the product;

• Use of the product which is not in accordance with the Operating Manual;

• Use of a product for anything other than the stated use in the country in which it was purchased;

• Use of parts not assembled or installed in accordance with the instructions of Rentokil Initial;

• Use of parts and accessories which are not supplied by Rentokil Initial;

• Faulty assembly or installation (except where carried out by Rentokil Initial); and

• Repairs or alterations carried out by parties other than Rentokil Initial or its authorised agents, collectively, referred to as “Exclusions from Warranty”.

If you have any questions about what a Rentokil Initial warranty covers, we’ll be happy to help. You can call us free on +65 6347 8138. (Open 8.30 am – 5:30 pm Monday to Friday, Closed on Saturdays, Sundays and public holidays).

Delivery Policy

 

General Delivery Terms
If you had opted for “delivery” in your order, we will arrange for the product to be delivered to the delivery address provided in your order. Please ensure that you are present at the delivery address to accept delivery of the product(s). 

If you are not present at the delivery address and instruct us to leave your product with a third party or unattended on or in front of the premises of the delivery address, the product shall be deemed to have been delivered once we leave your product with such third party or unattended on or in front of the premises of the delivery address (as the case may be). After the delivery of the product(s), you shall solely be liable for all loss, damage, contamination, soiling or degradation of the product(s) (including but not limited to containers and packaging) whether caused directly or indirectly by you or any person acting on your behalf or otherwise. We shall not be liable or responsible for any loss, damage, contamination, soiling or degradation of the product(s) after product(s) are deemed to have been delivered.

If the delivery attempt is unsuccessful, re-delivery will be at an additional cost.

We recommend you immediately inspect any goods that we deliver to you to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

All delivery timeframes given are estimates only and delays can occur. We shall in no circumstances be liable for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery. If the delivery of your product is delayed and/or an item ordered is not available, we reserve the right to cancel/amend/refund the order, in which case, you will be notified accordingly.

Delivery Timelines & Order Processing

All delivery timeframes are estimates and may be subject to delays. We are not liable for any losses, costs, or damages resulting from late deliveries.

• Shipping Location: We ship from Singapore.

• Ready-stock items: Orders are typically processed and shipped within 3 business days (excluding weekends and public holidays). We strive to fulfil orders as quickly as possible.

• Pre-order items: Lead times vary. Please refer to the product listing for specific details.

If a product is unavailable or delivery is significantly delayed, we reserve the right to cancel, amend, or refund your order. You will be notified accordingly.

 

Delivery Fees & Schedule

• Free delivery for orders above S$180 within Singapore. Deliveries occur between 9:30 AM – 4:00 PM.

• Flat-rate delivery fee of S$16.35 for orders under S$180. Deliveries occur between 9:30 AM – 4:00 PM.

• One address per order: We only deliver to a single address per order.

 

Address Accuracy & Failed Deliveries

• Please ensure your delivery address and contact details are correct. We are not responsible for non-delivery due to:
  a) Incorrect or incomplete address details provided.
  b) Inaccessible locations or uncontactable recipients.

• If a delivery fails due to incorrect details, our team will notify you. Kindly update your address or contact number via email. A re-delivery fee of S$16.35 will apply.

• If you realize that you’ve provided incorrect delivery details, please contact us immediately before dispatch to prevent additional costs.

 

Proof of Delivery & Liability

• A proof of delivery is available upon request. Once the order has been successfully delivered, we are not liable for any loss, theft, or damage that occurs thereafter.