Product support
Warranty Policy
Coverage depends on the product type and protects against verified manufacturing defects, not ordinary wear or misuse.
Last updated 27 July 20261. What is covered
Products are expected to match their confirmed description and be free from manufacturing defects at the time of supply. Please inspect carton boxes, bubble wrap, tape and other consumable packing materials promptly and report a suspected defect within seven days of delivery or collection.
2. Trolleys and durable tools
Goods trolleys and other durable tools have a limited three-month warranty against verified manufacturing defects, unless a different period is stated in writing for the product. Proof of purchase is required.
3. What is not covered
- Normal wear, cosmetic marks or gradual deterioration.
- Overloading, impact, misuse, incorrect storage or exposure to water, heat or chemicals.
- Damage caused by alteration, unauthorised repair or failure to follow reasonable product instructions.
- Problems caused by a customer-supplied design, measurement, artwork or unsuitable intended use that was not disclosed.
4. Making a warranty claim
Contact hello@newcartonbox.com with your order reference, product code, description of the issue and clear photos or video. Keep the affected item and packaging until the assessment is complete. We may ask to inspect or collect the item.
5. Available remedies
When a claim is accepted, we may repair the product, replace it, provide a suitable price adjustment or refund the affected item, depending on the circumstances and applicable law. The warranty applies only to the original purchaser and is not transferable.
Nothing in this policy limits any non-excludable consumer rights under applicable Singapore law.
Helpful answers
Frequently asked questions
Do carton boxes have a warranty?
Manufacturing defects should be reported within seven days. Damage from overloading, water, misuse or storage conditions is not covered.
How long is the trolley warranty?
Goods trolleys have a limited three-month manufacturing-defect warranty unless a different period is stated in writing.
What proof is needed?
Provide the order reference or proof of purchase, product code, a description and clear supporting photos or video.
Should I discard a faulty item?
No. Keep the item and packaging until the team completes its assessment and provides instructions.
What happens after a valid claim?
The appropriate remedy may be repair, replacement, price adjustment or refund, depending on the product and circumstances.