Refund policy

Last updated: 10 July 2026

This Return Policy applies to products bought from Chiang Kong services Pte Ltd ( UEN: 200612111H) through chiangkong.com (“Chiang Kong”, “we”, “us” or “our”). It forms part of our Terms of Use. It covers physical products such as Lumière luggage. Repair and workshop services are dealt with separately in Section 6 below.

1. Condition of returned products

To be eligible for a change-of-mind return, the product must be:

  • Unused and unworn, with no signs of use, travel or wear, and no dirt, marks or odours;
  • in its original condition with all tags, labels, protective wrapping, accessories and free gifts; and
  • in its original packaging, including any box or dust bag.

We may refuse a return, or reduce the refund, if the product is returned incomplete, used, damaged, or not in a resaleable condition, to reflect the reduction in its value.

2. How to start a return

Before sending anything back, please contact us to request a return:

  • Email hi@chiangkong.com or WhatsApp +65 9100 2680 with your order number and the item(s) you wish to return.
  • We will confirm your return and give you return instructions. Returns sent without first contacting us may be delayed or not accepted.
  • You may also return an eligible online purchase in person at any of our workshops in Singapore or Malaysia, subject to the same conditions.

3. Return shipping costs

For change-of-mind returns, you are responsible for the cost of returning the product to us, and the product remains your responsibility until we receive it. We recommend using a tracked and, where appropriate, insured method, as we cannot process a refund for a return we do not receive.

Where a product is faulty, damaged on arrival, or not what you ordered (see Section 5), we will cover reasonable return shipping costs and, at our option, arrange collection.

4. Faulty, damaged or incorrect items

Please inspect your order on arrival and contact us as soon as you notice any problem. If a product is faulty, damaged in transit, or not the item you ordered, you are entitled to a remedy under the Singapore Consumer Protection (Fair Trading) Act 2003 and Sale of Goods Act 1979 or, for customers in Malaysia, the Consumer Protection Act 1999. Depending on the circumstances and your rights, we will repair, replace or refund the item. This is in addition to, and does not limit, your statutory rights, and is not subject to the 7-day change-of-mind window in Section 1.

5. Repair and workshop services

Payments for repair and other workshop services are for work carried out on your item and are non-refundable once the service has been performed. If you approve a quote and later cancel before we begin the work, we will refund any amount paid, less any costs already reasonably incurred (for example, parts specially ordered). If you are not satisfied that a repair was carried out with reasonable skill and care, please contact us promptly and we will work with you to put it right. Nothing in this section limits your statutory rights in respect of services. Airline and airport claims are subject to the relevant carrier’s terms, as set out in our Terms of Use.

6. Non-returnable items

Unless faulty or not as described, the following are not eligible for a change-of-mind return:

  • items marked as final sale, clearance or non-returnable at the time of purchase;
  • gift cards;
  • personalised, engraved or custom-made items; and
  • items returned used, incomplete, or without their original packaging.

7. Refunds

  • Once we receive and inspect your return, we will let you know whether your refund is approved.
  • Approved refunds are made to your original payment method, in the currency of your original order (SGD or MYR).
  • Refunds cover the price of the returned product. Original delivery charges are non-refundable, except where the item was faulty, damaged or incorrect.
  • Please allow a reasonable period for your bank or card issuer to process the refund after we have issued it.

8. Exchanges

The fastest way to get a different item is to return the eligible product for a refund under this policy and place a new order. If you would prefer a direct exchange, contact us and we will help where stock allows.

9. Contact

Chiang Kong services Pte Ltd ( UEN: 200612111H)
Email: hi@chiangkong.com
WhatsApp: +65 9100 2680

Nothing in this Return Policy affects your statutory rights under the laws of Singapore or Malaysia.