Returns, Exchange & Warranty

 

Local Orders (Within Singapore)

General Return Policy

We accept exchange or return requests within 14 days from the date of purchase (for in‑store purchases) or date of delivery (for online orders).

Customers are to contact to us at shop@bycoldcut.com and provide the following:

  • Invoice number
  • Indicate request for exchange or return
  • Contact number to schedule appointment for exchange or return in RED Shop

*This process applies to Singapore orders only. Please refer to the “International Orders” section for purchases shipped outside Singapore.


For an exchange or return to be accepted, it must meet the following conditions:

  • Original receipt and product must be presented for exchange or return.
  • Exchanged or returned product(s) must be in its new and original condition, original product packaging attached with its original price tags and labels.
  • Products for exchange must be the same amount or higher (top up additional).
  • Product(s) purchased and shipped outside of Singapore are not eligible for exchange or return, except as expressly stated under the “International Orders” and “Manufacturer Warranty” sections.

 

Exchanged or Returned products are inspected by our RED Management.

If there is any damage to the product as a result of a manufacturing defect or deviation from factory specifications, a full refund will be given to the customer.

If the defect in the product was caused by reasons other than materials quality, the original product will be returned to you.

 

Refund

Refunds will be given in store credits. You must have a RED Perks account for the store credits to be credited to you.

Your refund will be processed as soon as the product you have returned is inspected by our management and it is confirmed that it fits within our returns policy.

Once return has been approved, it will take up to 5 business days for the credits to be reflected in your RED Perks Account.

Store credits have a validity of 3 months unless otherwise required under applicable consumer protection laws.

This is subject to applicable consumer protection laws in Singapore.

 

Manufacturer Warranty

Your purchased stick is covered against manufacturing defects for 1 month (from the date of purchase).

Sticks and shafts that break under normal usage within one month will be assessed for manufacturing defects by the respective brands. If the breakage is due to a manufacturing defect, the customer will be eligible for:

  1. A full stick/shaft replacement; or
  2. In the case a replacement stick/shaft is not available, a full refund in the form of store credits to offset your next purchase (see "Refund" above).

We are not obliged to entertain any requests for refunds outside the one month warranty period.

All warranty claims are subject to assessment by the respective brand and RED Management, whose decision shall be final.

International Orders (Outside Singapore)

General Return Policy for International Customers

At this time, returns, exchanges, and warranties are not supported for international orders.

Products purchased on floorballbyred.com and shipped outside of Singapore are considered final sale and are not eligible for exchange, return, or refund, except where required by applicable law.

Important Notes for International Customers

  • We do not provide international return labels or arrange return shipping.
  • All shipping fees, customs duties, taxes, and import charges are non‑refundable.
  • Any item returned from overseas without prior approval will not be processed and may be returned to the sender at the customer’s expense.
  • Products damaged due to misuse, improper handling, or transit after delivery are not covered.
  • International customers are responsible for ensuring products comply with local regulations and import requirements.

Manufacturer Warranty (International Orders)

Manufacturer warranty claims for international orders may be submitted within 1 month from the date of purchase, subject to assessment by the respective brand.

  • Customers are responsible for all shipping costs related to warranty claims, including shipping the product to Singapore if required.
  • Warranty coverage applies only to manufacturing defects and does not cover normal wear and tear, misuse, or accidental damage.
  • If a manufacturing defect is confirmed and a replacement is approved:
    • A replacement product will be issued where available; or
    • Store credits may be offered at our discretion if a replacement is unavailable.

All warranty claims are subject to assessment by the respective brand and RED Management, whose decision shall be final.

Contact Us

If you believe your product has a manufacturing defect or require clarification before placing an international order, please contact us at shop@bycoldcut.com with your invoice number and photos of the product.

Exclusions

We do not offer an exchange or refund product(s):

  • Which are customised as per customer request. 
  • Obtained from a source other than floorballbyred.com
  • Damaged by misuse or activities other than the intended purpose (use for floorball training or playing)

 

COLDCUT PTE. LTD. reserves the right to reject any exchange or return that does not fulfil any of the above-stated requirements.
COLDCUT PTE. LTD. reserves the right to assess all claims and amend this policy at any time without prior notice.

Legal / Regulatory

This policy is intended to be consistent with the Consumer Protection (Fair Trading) Act (Cap. 52A) of Singapore and relevant consumer protection guidelines issued by the Consumers Association of Singapore (CASE). Nothing in this policy is intended to limit or exclude any consumer rights that cannot be excluded under applicable Singapore laws. In the event of any inconsistency, statutory consumer protection provisions and guidelines issued by the Consumers Association of Singapore (CASE) shall prevail.