If your country is not found on our, fill out our International Order form and our support team will get back to you.
Frequently Asked Questions
View General FAQ
Singapore / International
At the moment, aside from the two countries above, we ship to South Korea, Taiwan, Hong Kong, Vietnam, Indonesia and Brunei. Orders to these countries will be shipped out from our headquarters in Singapore.
You can place an order on our Singapore website and the shipping cost would be SGD $99 excluding customs duties and taxes.
Once your order has been successfully placed, you will receive an in-app notification or an email with your order details. After a short processing period, you will be able to track the delivery of your chair package via your own Shopee Account.
Once your order has been successfully placed, you will receive an email notification with your order details. After a short processing period, you will be able to track the delivery of your chair package via your own Lazada Account.
Once your order has been successfully placed, you will receive an order confirmation email with your order details. After a short processing period, a shipping confirmation email containing tracking details will be sent to you, and you will be able to track the delivery of your chair package.
We work to have all orders dispatched to you soonest possible and so at times, the order may already be on its way to you. If your purchase was made via Lazada/Shopee, you may wish to check on the order status via the platforms directly.
If the order was placed on our Singapore website, you may contact the support team via the contact page for updates on the order status.
Do note that once an order is dispatched, we are, unfortunately, unable to assist with a cancellation.
For Shipping within Philippines, do check directly on the platform (Lazada/Shopee) for the most accurate shipping cost. Depending on your location, the final shipping cost will be calculated based on your region upon checkout. The delivery will be done using Lazada Express (Lazada) and Black Arrow Express (Shopee).
For orders to South Korea, Taiwan, Hong Kong, Vietnam, Indonesia or Brunei, shipping would cost SGD $99, excluding custom duties and taxes. The delivery will be done via DHL.
To summarize on our warranty policy:
Up to 5-years warranty on all functionality portions of the chair. Aesthetic defects and damage due to misuse of the chair are not covered.
Philippines, Thailand - Lazada / Shoppee
Submit a warranty claim via Lazada/Shopee platform with image/video attachments of relevant affected area.
Submit a warranty claim via our contact form [Hyperlink] with photos of the affected area and your order number so our Support team can do their best to assist you.
**Secretlab reserves the final right in determining if a benefit under the warranty can be claimed.
Read our full warranty statement here
Secretlab 5-Year Extended Warranty Program is only available to Secretlab 2020 Chairs.
To extend your warranty to 5 years, simply post a photo of your new chair on your social media (Facebook, Instagram, Twitter) and apply on our Warranty Extension page.
In the unlikely event that you face any issues with the purchase, do reach out to our support team via our Support Form so they can assist you.
Should you have any queries regarding the purchasing process or require shipping information, do reach out to the respective platforms (Lazada/Shopee) and they will be best equipped to assist.
Orders usually take 1 - 2 working days to be processed and 95% of our orders are delivered within 1 - 3 working days. Exceptions include distant locations and stock availability.
* Secretlab will not be held accountable for any delays in shipping due to customs or carrier delays, and unforeseen circumstances outside of our control.
Philippines, Thailand - Lazada / Shoppee
We are sorry to hear that you may wish to return your order. Do contact Lazada/Shopee directly to check on their respective return procedure.
We are sorry to hear that you may wish to return your order. Do contact our support team via the Support Form and we would be able to assist you further.
We’re constantly looking to bring more models/colorways across all platforms. However, if a variant is unavailable, you can place an order via our Singapore website. Do note that the shipping cost would be at SGD $99 and custom duties and taxes are excluded.
Signature is required for all purchases to ensure that your order is delivered safely to you. Please keep a close lookout on your tracking details to ensure that someone would be present to receive the delivery.
Secretlab Warranty Statement (International)
Last Updated: 14th June 2019
Table of Contents
Secretlab Chairs (the "Products") are warranted for a period of:
- three (3) years for Secretlab 2020 Chairs
- five (5) years for Secretlab 2020 Chairs properly registered under the 5-year Extended Warranty Program at www.secretlab.co/redeem
- two (2) years (for all other Products)(the "Warranty Period")
- missing materials from the Products at the time of delivery;
- defects in the manufacturing of materials used for the Products at the time of delivery;
- failure of the Products to correspond with the description in the applicable contract of sale at the time of delivery; and
major defects in the functionality of hydraulics, armrests, backrest recline, and casters, such as:
- Skeletal steel frame failure
- Casters Mechanism failure
- Recline Mechanism failure
- Tilt Mechanism failure
- Gas Lift failure
- Armrest mechanism failure
Subject to the following:
- any replacement parts shall be sent to the address of the original purchaser;
- replaced parts may be recollected by Secretlab to be disposed;
- to benefit under this warranty, Secretlab must be notified of any defect within 14 days of the occurrence of such defect via an image or video of the relevant defect sent electronically to email@example.com;
- to the extent permitted under the Consumer Law, all parts replaced or repaired under this warranty shall be warranted for the remainder of the original Warranty Period, or 30 days, whichever is longer.
1b. What our warranty does NOT cover
For the avoidance of doubt, this warranty does not cover the following:
- wear and tear of surfaces, including but not limited to (a) degradation of upholstery (PU leather / fabric / leather), top portion of armrests, pillows, casters exterior or stitching, (b) damage to plastic coverings, (c) variance of tightness of mechanisms, and (d) cuts, scratches or damage caused by accident, abuse, misuse, water, flood, fire, or other acts of nature or external causes;
- any claims for indirect, consequential or incidental losses.
- damage to a product that has been modified or altered without the written permission of Secretlab;
- damage caused to the Products during self-assembly due to failure to adhere to the relevant self-assembly manual instructions provided;
- minor misalignments, variations arising out of hand-made workmanship.
1c. Limited Warranty
Secretlab reserves the right to determine whether a benefit under this warranty may be claimed. Any item requiring replacement due to any of the Exclusions will be at the purchaser’s expense. Secretlab reserves the right to decide whether a component should be repaired or replaced. Such replacement or repair is offered by Secretlab at its sole discretion, to the extent permitted under Singapore Consumer Law.
Any repair or replacement under this warranty is limited to the defective part or material only. Where Secretlab has determined that a benefit under this warranty may be claimed, the costs incurred in replacing such defective part or material (including in particular the cost of materials or postage) shall be borne by Secretlab. Components replaced under this warranty may vary in colour and texture to the original.
All replacement chair parts purchased by existing Secretlab Chair customers shall be warranted for the remainder of their original Secretlab Chair Warranty Period, or chair parts Warranty Period, whichever is longer (original Secretlab Chair invoice required to be eligible).
This warranty is in addition to any rights a consumer may have under Singapore Consumer Law. Any paragraph of this warranty which is unenforceable or void at law is to be severed and the rest of this warranty will remain in force.
This warranty will end immediately if the Product becomes defective as a consequence of misuse, lack of proper care and maintenance, or commercial-use.
This warranty applies to the original purchaser only who may not assign or transfer any benefit conferred by this warranty and a person who is not the original purchaser shall not have any rights under the Contracts (Rights of Third Parties) Act (Cap. 53B) of Singapore to enforce or enjoy the benefit of any of these terms and conditions herein. For the purposes of any warranty protection from Secretlab, all subsequent purchasers acquire the Product "as is".
1d. Disclaimer of all other warranties and obligations
This warranty and Secretlab's obligations thereunder is in lieu of all other warranties (except for those provided under Singapore Consumer Law, which cannot be excluded) whether expressed or implied, including without limitation the implied warranties or merchantability and fitness for a particular purpose, as well as all other representations made to the original purchaser.
1e. Effective Date
This warranty shall be effective for purchases of the Products as of the date of delivery.
2. Refund and Return Policy
We want you to love your chair! However, if you are not completely satisfied, we want to work with you to make things right. But before considering a return, don't forget that all our chairs are covered by our two-year warranty, which you can read up more here . Simply reach out to us via our support form here so that our customer support team can do their best to resolve your issue.
To help you understand our refund/return policy better, we've divided it into two categories, Category A and Category B.
|Category A||Category B|
|New and unassembled||Used and undamaged|
|Return Packaging||To be returned in Original Packaging|
|Validity period for returns||Up to 49 days from the date you received your chair, based on tracking|
|Return shipping fees¹||At purchaser's responsibility|
|Damage Fee³ (if applicable)||The product should be returned in excellent condition otherwise Damage fees³ may apply|
Do note that the risk of loss of any returns are borne by the consumer once the product to be returned has been passed to the courier. You are responsible that your returns are properly packed and shipped back to us.
Any filing of claims for damages with carriers must be done at the consumer's discretion and responsibility.
All returns and refunds decisions by Secretlab shall be final.
¹ The tracking details for the returned goods are to be provided to us within 7 days upon initiating the return
² Return fee includes administrative and inspection fee
³ Additional fee is determined after inspection of the condition of returned goods, overall packaging condition as well as any part relating to the chair
⁴ Refund % fees are calculated based, at checkout, on the final payable amount of your order and the refund will be initiated via the same payment method used for the purchase of the returned goods and you will receive the credit within a certain amount of days, depending on your bank’s policies
You may also want to know:
- Secretlab only sells brand new chairs, and returned chairs are donated to charitable or non-profit organizations.
- The returned item is required to be in excellent, and in proper condition. For Category A returns, items must be unused and unassembled. If a seal was present, it must not have been tampered with.
- Returned items are your responsibility until they reach us, so make sure they're properly packed as instructed so they would not get damaged on the way. All goods to be returned are required to be marked as "Returned Goods".
We are sad to see you go but if you really need to return an item, please reach us via our Support Form with your order number and details about the product that you would like to return.
We will respond quickly with instructions for how to return your order.
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