Delivery and Exchange Policy - Y K TOH Marketing

Last updated: 22 June 2026Website: yktoh.com

1. Scope

This Delivery and Exchange Policy applies to purchases, orders, quotations, invoices, online orders, self-collection orders and delivery arrangements made with Y K Toh Marketing (S) Pte Ltd, including through yktoh.com.

Where a quotation, sales order, invoice, delivery order, project document or written agreement issued by Y K TOH contains specific terms, those specific terms will apply together with this Policy. If there is any inconsistency, Y K TOH may rely on any lawful term available to it to the fullest extent permitted by law.

Unless the customer informs Y K TOH otherwise in writing before order confirmation, Y K TOH may treat orders as business, trade, resale, facility, industrial or commercial purchases where the order nature, account details, product type or usage context indicates a non-personal purchase.

Nothing in this Policy limits any mandatory rights that cannot be excluded under Singapore law.

2. Order Confirmation

All orders are subject to Y K TOH's written confirmation, stock availability, payment clearance, supplier availability and final acceptance.

Product images, website listings, prices, specifications, dimensions, load ratings, colours, packaging and availability shown on yktoh.com are for general reference only unless expressly confirmed in writing by Y K TOH for the specific order.

The customer is responsible for checking that the selected product, size, specification, quantity, application, site condition, access route and delivery requirement are suitable before confirming an order.

3. Delivery Arrangement

Delivery dates and lead times are estimates only unless Y K TOH expressly confirms a fixed delivery commitment in writing. Y K TOH is not liable for delay caused by stock movement, supplier delay, import delay, courier delay, traffic, weather, site restrictions, payment delay, incomplete customer information, permit issues, force majeure events or any cause outside Y K TOH's reasonable control.

Unless otherwise stated in writing, delivery is to the delivery address only and does not include unloading by special equipment, stair carry, hoisting, lifting, installation, assembly, disposal of old goods, site shifting, waiting time, restricted-access delivery, after-hours delivery or delivery into areas requiring special permits.

The customer must ensure that:

the delivery address, contact person and phone number are accurate;
the delivery location is accessible at the arranged time;
there is safe and lawful parking, loading, unloading and access;
site security, permits, booking slots, lift access and loading bay access are ready;
a responsible person is present to receive, check and sign for the goods;
any forklift, pallet jack, lifting equipment, manpower or special access needed at site is provided unless Y K TOH has agreed otherwise in writing.

If delivery cannot be completed because of customer error, absence, wrong address, access restriction, failed site booking, unsafe access, unavailable unloading support or refusal to receive goods, Y K TOH may charge additional delivery, waiting, storage, handling, cancellation or re-delivery fees.

4. Self-Collection

For self-collection orders, the customer or the customer's representative must check the goods before leaving Y K TOH's premises or the collection point.

Once goods are collected, risk passes to the customer. Any visible damage, shortage, wrong item or packaging issue should be raised before leaving the collection point. Y K TOH may reject later claims for visible issues that could reasonably have been checked at collection.

5. Risk, Title and Acceptance

Risk in the goods passes to the customer upon delivery, collection, handover to the customer's carrier, or when the customer fails to accept delivery at the arranged time, whichever occurs first.

Title to the goods remains with Y K TOH until full payment has been received in cleared funds, unless otherwise required by law or agreed in writing.

By signing or acknowledging a delivery order, collection note, invoice, job completion note, courier proof of delivery, email confirmation or other receipt record, the customer confirms that the goods were received in apparent good order, correct quantity and acceptable condition, except for any issue clearly written on the delivery or collection document at the time of receipt.

6. Inspection Requirement

The customer must inspect all goods immediately upon delivery or collection.

Visible damage, wrong item, wrong quantity, shortage or packaging damage must be reported to Y K TOH in writing within 24 hours of delivery or collection, with clear photos, videos, delivery order number, invoice number and product details.

Non-visible defects should be reported as soon as discovered and, in any event, before the goods are used further, installed, modified, assembled, resold, disposed of or moved to another site.

Failure to provide timely written notice and evidence may result in rejection of the claim, especially where the goods have already been used, installed, altered, damaged, mixed with other goods, moved from the delivery location or handled by third parties.

7. No Change-of-Mind Returns

Y K TOH does not accept returns, exchanges, refunds or cancellations for change of mind.

Without limiting the above, Y K TOH will not accept returns, exchanges or refunds because:

the customer ordered the wrong product, size, colour, model, quantity or specification;
the product does not fit the customer's site, process, machine, rack, floor, access route, vehicle, doorway, lift, storage area or intended use;
the customer no longer needs the product;
the customer found another supplier, lower price or alternative product;
the customer made a duplicate order;
the customer did not check the quotation, invoice, product description, dimensions or specification before confirming;
the customer's staff, contractor, consultant, installer or end user later prefers a different item;
the goods are delayed for reasons outside Y K TOH's reasonable control;
the product appearance, colour shade, packaging, label or minor finishing differs from website images but remains substantially the ordered product.

8. Exchange Eligibility

An exchange will only be considered if Y K TOH, at its sole discretion, confirms in writing that one of the following applies:

Y K TOH delivered a materially wrong item;
Y K TOH delivered the wrong quantity;
the goods were materially damaged before risk passed to the customer;
the goods are verified by Y K TOH or the relevant principal, manufacturer or supplier to be defective or non-conforming at the time of delivery;
Y K TOH has expressly approved a goodwill exchange in writing before the goods are returned.

No goods may be returned without Y K TOH's prior written approval and return instructions.

9. Exchange Conditions

Unless Y K TOH confirms otherwise in writing, all approved exchange goods must be:

returned within the period stated in Y K TOH's written approval;
unused, uninstalled, unassembled and unmodified;
in original packaging, with all labels, manuals, accessories, parts, certificates and documents intact;
in clean, resaleable condition;
accompanied by the original invoice, delivery order or proof of purchase;
returned to the location specified by Y K TOH.

Y K TOH may reject any returned goods that are used, installed, scratched, dented, stained, contaminated, repacked, incomplete, damaged after delivery, missing packaging, missing accessories, missing labels, affected by poor storage or otherwise unsuitable for resale.

10. Non-Exchangeable and Non-Returnable Items

The following items are strictly non-exchangeable, non-returnable and non-refundable unless Y K TOH is required by law to provide a remedy:

custom-made, fabricated, cut-to-size, modified, assembled, configured or project-specific goods;
special-order, indent, imported, non-stock or supplier-ordered goods;
clearance, promotional, display, sample, second-hand, used, rental or "as-is" goods;
installed, assembled, commissioned, altered or site-fitted goods;
racking systems, workstations, benches, material-handling systems, safety barriers, protectors and other project or site-specific equipment once confirmed, produced, delivered, installed or partially installed;
chemicals, aerosols, lubricants, cleaners, adhesives, sealants, paints, markers, fluids and consumables where seals are opened, packaging is damaged, storage condition is uncertain or the product has left Y K TOH's control;
PPE, safety wear, gloves, shoes, harnesses, hygiene-sensitive items or personal-use items once collected, delivered, worn, opened or handled;
electrical, battery, charger, motorised, powered or electronic items that have been installed, used, charged, modified or connected;
wheels, tyres, castors, batteries, bulbs, seals, filters, wear parts and other consumable or wear-and-tear parts;
goods damaged by misuse, overload, impact, corrosion, chemical exposure, water exposure, poor site condition, poor storage, wrong installation, lack of maintenance, unauthorised repair, modification or ordinary wear and tear.

11. Return Transport and Costs

The customer is responsible for arranging and paying for return transport unless Y K TOH confirms in writing that the return is due to Y K TOH's verified wrong delivery or verified pre-delivery defect.

Returned goods remain at the customer's risk until received and accepted by Y K TOH. Y K TOH is not responsible for goods lost, damaged or delayed during return transport arranged by the customer.

Delivery charges, installation charges, labour charges, site charges, handling charges, urgent delivery charges, special transport charges and administrative charges are non-refundable unless Y K TOH decides otherwise in writing or is required by law to refund them.

For any goodwill exchange accepted by Y K TOH, Y K TOH may impose delivery charges, collection charges, inspection charges, repacking charges, handling charges and restocking charges.

12. Defect Assessment

Where a defect is claimed, Y K TOH may require photos, videos, serial numbers, batch numbers, labels, packaging, proof of purchase, site photos, usage details, maintenance records and inspection of the goods.

The customer must stop using the goods immediately if continued use may worsen the issue, create safety risk or affect assessment.

Y K TOH may refer the goods to the relevant principal, manufacturer, supplier or technician for assessment. Assessment time depends on product type, supplier response, parts availability and site access.

A defect claim may be rejected if the issue is caused or contributed to by:

misuse, abuse, overload or wrong application;
poor floor, ground, rack, doorway, route, slope, impact area or operating environment;
incorrect storage, poor handling or contamination;
improper installation, assembly, commissioning or maintenance by the customer or third parties;
unauthorised repair, modification, dismantling or tampering;
use with incompatible goods, chemicals, power supply, accessories or attachments;
normal wear and tear, consumable part wear or expected product ageing;
failure to follow product instructions, safety instructions, SDS, TDS, manuals, labels or maintenance guidance;
continued use after the issue was discovered.

13. Remedy

Where Y K TOH accepts an eligible exchange or defect claim, Y K TOH may choose the remedy to the fullest extent permitted by law, including repair, replacement, exchange for the same or equivalent item, account credit, price adjustment or refund.

Y K TOH may require repair or replacement before considering any refund or price reduction, unless a different remedy is required by law or expressly agreed by Y K TOH in writing.

Any replacement item may be subject to stock availability, supplier availability and lead time. If the same item is unavailable, Y K TOH may offer an equivalent alternative or account credit at its discretion.

If an approved exchange item is higher in price, the customer must pay the difference and any related delivery, handling or administrative charges before release. If the replacement item is lower in price, any difference will be handled as account credit unless Y K TOH agrees otherwise in writing.

Any approved refund or account credit will only be processed after Y K TOH has received, inspected and accepted the returned goods. Approved refunds, if any, may be made through the original payment method, bank transfer or account credit at Y K TOH's discretion, after deduction of any lawful outstanding charges.

14. Cancellations

Orders cannot be cancelled once accepted by Y K TOH unless Y K TOH agrees in writing.

Deposits and advance payments for special-order, project, custom, imported, fabricated, configured, reserved, allocated or non-stock goods are non-refundable once procurement, production, reservation, delivery planning, supplier order or project preparation has started.

Y K TOH may cancel or suspend any order if payment is not received, customer information is incomplete, goods are unavailable, supplier terms change, delivery cannot be safely or lawfully completed, or Y K TOH reasonably believes the order cannot be fulfilled as intended.

15. Projects, Installation and Site-Specific Goods

For racking, storage systems, workstations, workbenches, safety systems, material-handling equipment, project goods, site-specific goods or any goods involving measurement, layout, load, installation, assembly or commissioning, the customer is responsible for confirming site dimensions, access, floor condition, load requirement, use case, environmental condition, drawings and specifications before order confirmation.

Signed drawings, accepted quotations, approved specifications, site confirmations and written approvals are treated as final unless Y K TOH agrees otherwise in writing.

Any change after confirmation may be treated as a variation and may be chargeable. Y K TOH may reject cancellation, exchange or refund requests caused by incorrect customer measurements, changed site conditions, changed layout, changed usage, changed access, missing permits or information not disclosed before confirmation.

16. Chemicals and Regulated or Sensitive Goods

For chemicals, aerosols, lubricants, cleaners, adhesives, sealants, paints, markers, fluids, PPE and safety-related goods, the customer is responsible for checking suitability, application, storage, handling, expiry, regulatory requirement, safety requirement and end-user acceptance before purchase.

Y K TOH may provide product information, SDS, TDS or principal documentation where available, but the customer remains responsible for confirming fitness for the customer's specific use, process, surface, environment, equipment, personnel and compliance requirement.

For safety, traceability and quality-control reasons, Y K TOH may reject any exchange or return once these goods are opened, handled, used, stored outside Y K TOH's control, contaminated, damaged, partly consumed or no longer in original sealed condition.

17. Limitation of Liability

To the fullest extent permitted by law, Y K TOH is not liable for indirect, incidental, special, punitive or consequential loss, including loss of profit, loss of production, downtime, labour cost, replacement procurement cost, contractor cost, project delay, business interruption, loss of opportunity, loss of goodwill or any third-party claim arising from delivery delay, failed delivery, product selection, product use, exchange refusal, defect assessment or accepted remedy.

Where liability cannot be excluded, Y K TOH's liability is limited to the price paid for the affected goods, unless a higher amount is required by law.

18. Contact for Delivery or Exchange Matters

All delivery, shortage, wrong-item, damage, defect or exchange requests must be submitted in writing with supporting evidence.

Contact:

Y K Toh Marketing (S) Pte Ltd 41 Changi South Avenue 2, TSK Building, Singapore 486153 Tel: +65 6542 3232 Fax: +65 6542 3636 Email: enquiry@yktoh.com

19. Changes to This Policy

Y K TOH may update this Policy from time to time. The version published on yktoh.com at the time of order confirmation applies unless Y K TOH agrees otherwise in writing.

20. Governing Law

This Policy is governed by the laws of Singapore. Any dispute arising from or relating to this Policy, delivery, exchange, return, refund or product claim will be subject to the courts of Singapore, unless Y K TOH agrees otherwise in writing.