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MadeInSGMade In SG
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Buyer Protection

Last updated: March 2025

At MadeInSG, we want every purchase to be a positive experience. Our Buyer Protection programme is designed to give you confidence when shopping with our local makers.

You are covered when:

  • Your item never arrives
  • Your item arrives significantly different from the listing description
  • Your item arrives damaged due to packaging
  • A workshop or class is cancelled by the maker without adequate notice
  • A service is not delivered as agreed

1. Shop with Confidence

All payments made through MadeInSG are held securely and only released to makers after successful fulfilment. This escrow-style process ensures that your money is protected throughout the transaction. We strongly advise against transacting outside of the MadeInSG platform, as off-platform purchases are not covered by our Buyer Protection policy.

2. What to Do If Something Goes Wrong

If you experience an issue with your order, here's what to do:

  1. Contact the Maker first — use the MadeInSG messaging system to raise your concern directly. Most issues are resolved quickly this way.
  2. Allow 2 business days for the maker to respond and propose a resolution.
  3. Escalate to MadeInSG — if the issue is unresolved, contact us at hello@madeinsg.com with your order number and a description of the issue.
  4. We will investigate — our team will review the case, communicate with both parties, and make a fair determination within 5 business days.

3. Eligible Claims

To be eligible for Buyer Protection, claims must be:

  • Submitted within 7 days of the expected delivery date (for products) or service date (for services/workshops).
  • Supported by evidence such as photos, screenshots, or tracking information.
  • Made for purchases completed entirely through the MadeInSG platform.

4. Resolution Outcomes

Depending on the outcome of our review, resolutions may include:

  • A full or partial refund to your original payment method.
  • A store credit or voucher for a future purchase.
  • A replacement or re-delivery arranged with the maker.
  • Mediation between buyer and maker for a mutually agreed solution.

5. What Is Not Covered

  • Change of mind purchases (unless the maker offers a change-of-mind policy).
  • Orders where contact information was exchanged and transactions conducted outside MadeInSG.
  • Claims submitted after the 7-day window.
  • Customs or import duties for international buyers.
  • Digital goods that have already been downloaded or accessed.

6. Contact Us

For any Buyer Protection enquiries, please email us at hello@madeinsg.com with your order number and details. Our team is here to help.