Pedrixo Resolution Roadmap

Pedrixo is dedicated to ensuring that every pair of shoes delivered to our customers in Singapore meets our quality standards. We understand that occasionally, issues may arise during the fulfillment or transit process.

This Resolution Roadmap outlines our structured approach to returns and refunds, ensuring full compliance with the Consumer Protection (Fair Trading) Act (CPFTA); often referred to as the Singapore "Lemon Law" and the Sale of Goods Act. Our goal is to provide a transparent, professional, and efficient resolution for every shopper.

Step 1: The Eligibility Window

In accordance with the Consumer Protection (Fair Trading) Act, Pedrixo provides a 30-day window for customers to report issues with their purchase. This period

commences exactly on the day the tracking status indicates the item has been delivered to your Singapore address.

We encourage all customers to inspect their footwear immediately upon arrival to ensure the product meets expectations. Any requests submitted after this 30-day period will not be eligible for a return or refund under our standard operating procedures.

Step 2: Validation of Request

To maintain a fair marketplace, we distinguish between functional errors and personal preferences.

• Eligible Reasons:Returns are accepted if you receive a damaged product, an incorrect item (wrong size or model dispatched by our warehouse), or a product that suffers from a significant misfit despite following our sizing guides. These conditions fall under the statutory obligations of the Sale of Goods Act, which requires goods to be of satisfactory quality and fit for purpose.
• Exclusions:We do not entertain returns, exchanges, or refund requests based on a "change of mind." Since we operate on a Cash on Delivery model with no shipping costs to the customer, we ask that you remain certain of your purchase before confirming the order.

Step 3: Initiation Process

If your situation meets the eligibility criteria, the first step is to contact our support team. Please send an email to [email protected] with the following details:

1. Your full name and order number.
2. A clear description of the issue.
3. Photographic evidence of the damage or the incorrect item received.

Providing these details promptly allows us to verify the claim and proceed with the resolution without unnecessary delays. Our team remains live from 9:00 AM to 5:00 PM SGT, Monday to Friday, to assist with these inquiries.

Step 4: Logistics and Inspection

Once your request is validated via email, Pedrixo takes full responsibility for the logistics of the return.

• Courier Pickup:We will arrange for a courier to visit your address to collect the item. There are no charges for this service; the cost of the return transit is handled entirely by us.
• Restocking:We do not apply any restocking fees for valid returns.
• Inspection:Once the item reaches our facility, our team conducts a formal inspection within 24 hours. This step is necessary to confirm the condition of the footwear and finalize the resolution path.

Step 5: Refund and Resolution

Following the inspection, we will first look to provide a replacement. If the specific item is unavailable or the damage cannot be resolved, a full refund will be initiated.

• Refund Method:As we operate via Cash on Delivery, we do not possess your banking details. We will reach out via email to request your bank transfer information. All personal data shared during this process is protected under the Personal Data Protection Act (PDPA).
• Reflection Timeline:After the refund is processed by our team, it typically takes 5 to 6 business days for the amount to appear in your account. This timeline is subject to the processing speeds of individual banking providers in Singapore.

By following this roadmap, Pedrixo ensures a professional and legally compliant environment for all our customers.