Product maintenance application process

SING DR offers maintenance services for all main products starting from the date of purchase (Basic: 1 year / Dr Care +: 2 years). An appointment is required in advance, and you can arrange product maintenance at any of our stores.

 

** All defective products do not provide instant one-to-one exchange service **

 

Due to the shortage of manpower, weNo no-shows will be acceptedproduct maintenance. We hope to use this to focus all our attention on product care cases.

Please note that the manufacturer needs to receive the problematic product first before arranging to send out a new product. The entire process will take approximately 14 to 21 working days, starting from when we receive the returned product from the customer. In the case of discontinued products, the manufacturer may arrange for the same style in a different color or even a product with similar functions as a substitute, depending on the arrangements of different manufacturers.

We hope that guests can personally pick up the products at our store. This way, they can check the products immediately and ensure there are no issues before leaving, thereby reducing the chances of visiting again for the same matter.

 

Product maintenance application process:

1. fill inProduct maintenance form, please be sure to provide correct information to avoid processing delays.

2. After filling out the form, you can return the problematic product at any time. To expedite processing, please write the order number, name, contact method, and the phrase "Defective Product Replacement" on the product's outer packaging.

3. When choosing to ship by paid shipping, please provide the SF Express tracking number.

4. If you choose to go to the store in person, please bring the product to the designated location.

5. After receiving the returned product from the customer, we will conduct a simple test. If the product is confirmed to be defective, we will arrange to send the defective product back to the manufacturer for return or exchange.

6. When we receive the new goods sent back by the vendor, our customer service colleagues will notify the customers via WhatsApp. At the same time, we will follow up on the forms filled out by the customers to arrange for them to collect the products either by mail or in person.

 

注意事項：

All shipping costs for product maintenance are to be borne by the customer.

The company reserves the right to refuse return packages that are not instructed or do not meet the return conditions.

Please make sure that the product and accessories are complete.

Some brands will be directly handled by the original brand replacement and maintenance, not by our store, so the time required to arrange the replacement style varies.

If you make a mistake in purchasing; or if you check the product and find that it is not original and can not work properly, the customer will also be responsible for all shipping costs.

The company is not responsible for return shipping or additional costs.

The warranty period starts from the date of order purchase.

The warranty terms displayed on our company's website or invoice are for quick reference only. The warranty details for genuine products are subject to the information and latest terms published by the manufacturer.

If the brand or manufacturer indicates on the packaging that the warranty period is more than two years, you need to register the warranty with the manufacturer as soon as possible after purchase to ensure that the warranty period is effective.

If you do not intend to keep the product box, our company recommends scanning or photographing the product packaging box, warranty certificate, or product serial number (if available) for your records. Electronic versions of the information are also accepted for warranty purposes.

 

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SING Dr 2 Years Dr Care + Guarantee：

Dr Care + Maintenance PlanIt is a comprehensive protection service designed to extend the basic warranty period, providing you with longer and more comprehensive product protection. During the Dr Care + warranty period, if your product experiences any quality issues, whether due to human damage or non-human damage, we will directly replace it with a brand new product instead of repairing the existing problematic product, ensuring you receive an excellent user experience. This service is valid for 2 years from the date of purchase and covers all products purchased on this website, allowing you to shop worry-free and enjoy high-quality products with peace of mind.

After-sales maintenance time limit:

All products enjoy after-sales maintenance within 2 years from the date of purchase.

After-sales maintenance scope conditions:

all

Note:

Please do not attempt to disassemble the product and repair it by yourself, otherwise our company will not be able to provide free maintenance services.

Successfully return the product to our company within the corresponding warranty period of the purchased product.

Discontinued products may be replaced with a different color product of the same style or an e-gift card from our store.

Not applicable to special sale products, underwear or consumable products, including but not limited to: condoms, lubricants, massage oils and underwear, etc.

 

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SING Dr Basic「一換一」保養保證：

If the products purchased on this website have quality issues, you can apply for maintenance services for the products from Sing Dr (hereinafter referred to as "the Company") as long as the products meet all the following in-store maintenance criteria.

 

什麼是「一換一」保養：

- We will only replace new products and will not repair existing defective products.

 

售後保養時限：

- 1 year from the date of purchase; or

- Warranty period stated on the product page

Whichever time limit is longer will be the responsibility of our store.

 

售後保養範圍條件：

1. The product has quality problems not caused by human damage

 

You mustIf you purchase a product during the warranty period and meet the after-sales warranty requirements, you will enjoy free product replacement service.。
To ensure your rights, please keep the purchase receipt and the warranty certificate or product serial number (if any) included in the toy packaging.

 

注意事項：

Please do not attempt to disassemble the product and repair it by yourself, otherwise our company will not be able to provide free maintenance services.

Successfully return the product to our company within the corresponding warranty period of the purchased product.

Discontinued products may be replaced with a different color product of the same style or an e-gift card from our store.

If any quality issues occur with discounted products, they will be handled through the after-sales "one-for-one replacement" maintenance method.

Not applicable to discounted products, intimate apparel, or consumable products, including but not limited to: condoms, lubricants, massage oils, and lingerie, etc.

 

如出現其中以下情況，我們則無法協助辦理免費保養：

• Not Compliant基本「一換一」保養Guarantee Standards

• Failure to describe the condition of the product on the return request

• No warranty card is provided for designated brand products

• The returned product, product packaging, or product accessories are incomplete, damaged, or stained

• Improper use of the product, including but not limited to contact with particularly humid substances, chemicals, gasoline, paint, detergents, solvents, cooking oil, excessive heating, etc.

• Products not sold in this store

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If you have any questions, please contact our customer service colleagues via Whatsapp (https://wa.me/85267707277) for product warranty inquiries.

Sing Dr reserves the right to change the above terms and conditions at any time. In case of any disputes, Sing Dr reserves the right to make the final decision.