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Frequently Asked Questions

Categories

  1. Free, eCashback, Credit
  2. Price Match
  3. Payment Matters
  4. Product Enquiries
  5. Self-Collection
  6. Delivery, Disposal, Installation + Additional Services and Charges
  7. Returns, Refunds and Exchange of Faulty Products
  8. Product Warranty
  9. My Account and Orders
  10. Audio House Showroom
  11. Audio House Qoo10, Lazada & Shopee



1. Free, eCashback, Credit

Free and eCashback

Q: What does “Free” and “+ Extra eCashback” mean?

“Free” is an extra discount we offer to our members on top of the listed product price.

Please see the section below for an explanation of eCashback.

Q: What is eCashback and how does it work?

eCashback is voucher given to our members, which can be used as cash rebate to offset subsequent purchases. Usually, members gain $20 eCashback for every $100 spent; for every $100 spent, you can use a $20 eCashback voucher to offset the payment.

Please see the following illustration for an exemplified explanation.

Q: What are the terms and conditions for eCashback usage?
  1. The amount of eCashback vouchers members can gain or use is based on the final net amount paid in a single receipt and excludes delivery, installation, disposal and any additional service charges. (i.e. the amount of eCashback vouchers members can gain or use is determined by the total price of the product(s).)
  2. There is no expiry date on eCashback vouchers gained.
  3. For every $100 spent, members can only choose one of the following options:
    • Option A. Get $20 eCashback vouchers.
    • Option B. Use $20 eCashback vouchers (that members have in hand) to offset their purchases.
  4. If members choose to use eCashback vouchers to offset their purchases (point 3, option B.), they will receive only 3% of the net amount paid for the rebate.
  5. eCashback vouchers will be automatically credited to or deducted from the member’s account upon order confirmation.
  6. eCashback vouchers can only be used in multiples of $20.
  7. eCashback vouchers can only be gained and used on our website at https://audiohouse.com.sg or at Audio House Showroom.
  8. eCashback vouchers cannot be gained and used for:
    • 8a. Selected products in Audio House Showroom. (Please check the price tag in the showroom, to know if the product is entitled to eCashback.)
    • 8b. Purchase of display sets.
  9. The amount of eCashback issued may differ during promotion periods (e.g. members can gain extra eCashback vouchers that vary according to the promotions).
  10. eCashback vouchers are only available for participating brands and models.
  11. eCashback vouchers are not transferable.
  12. Audio House Marketing Pte Ltd reserves the right to change, modify, revise, add on, or remove portions of these terms and conditions whenever without any prior notice.
Q: Will I still get eCashback vouchers as a rebate if I use eCashback to pay for the order?

If you choose to use eCashback vouchers to offset your purchase, you will only gain 3% of the final net amount paid after offsetting of the eCashback voucher.

Q: Where do I find my eCashback vouchers on the website?

You can find the eCashback vouchers by clicking on the eCashback tab located at the top of the page in desktop view or listed in the menu tab in mobile view.

Q: Can I use the eCashback voucher immediately after it is credited to my account?

You can use the eCashback voucher for your next purchase once it is credited to your account. The eCashback voucher is automatically credited to your account after payment for your order has been completed.

Q: If I purchase two or more products, how would the eCashback vouchers be given?

Members will get $20 eCashback vouchers for every $100 spent. Computation will be based on the final net amount on a single sales agreement and excludes delivery, installation, disposal and additional service charges.

Q: Can eCashback vouchers be gained or used if I pay by instalment?

Yes, you can still gain or use eCashback if you make payment by instalment.

However, please note that the minimum spending for payment by instalment is $500, excluding usage of eCashback and Credit.

Q: How do I choose to use eCashback vouchers when making payment on your website?

To use existing eCashback vouchers, please select “I would like to use my eCashback!” in “Step 2: Billing Information” of the Checkout page.

Please refer to the following image.

Q: Who can assist me if I did not get the eCashback vouchers indicated?

You will not gain any eCashback for the following reasons:

  1. If you are a member and you choose to use eCashback vouchers to offset their purchases, you will receive only 3% of the net amount paid for the rebate.
  2. If you check out as a guest when making the purchase.

However, if you are a member and the eCashback vouchers did not appear on the “My eCashback” page after order confirmation, please contact our Customer Service team via the WhatsApp icon on the bottom left of the web page. In order to facilitate a faster response. please send us the following information:

  1. A screenshot of the “My eCashback” page
  2. Your order number
Q: Are eCashback vouchers the same as Credit?

No, they are different. Members will gain a $20 eCashback voucher for every $100 spent. You can use the eCashback gained to offset your subsequent purchase; for every $100 spent, you can use a $20 eCashback voucher.

On the other hand, Credit is the equivalent of cash on Audio House website. There are no conditions for the usage of Credit.

There is no expiry date for eCashback and Credit.

Q: Can I use eCashback to pay for delivery?

No.

Q: Why did the eCashback vouchers in my account “disappear”?

If you choose to use eCashback vouchers during checkout but did not complete the payment, the eCashback vouchers will not return to your account automatically as it is linked to the incomplete order.

To retrieve your eCashback vouchers and reset the payment options, please refer to the following steps:

Step 1: Login to your member account on our website.

Step 2: Go to the “My Orders” page.

Step 3: Locate the incomplete order. The status of the order should be “Active.”

Step 4: Click on the green “Make Payment” button, as seen in the image below. You do not have to complete payment for the order. Do check the “My eCashback” page about 5 minutes after completing the steps above to confirm the eCashback balance.

Credit

Q: What is Credit?

Credit is the equivalent of cash and can be used on our website and at our showroom.

Credit has no expiry date and can be used with no minimum spend.

Q: How do I get Credit?

You will receive credit in the following situations:

  1. You requested a Price Match for a product that you have purchased. The Price Match difference was refunded as Credit to the Audio House member account.
  2. You requested a refund for an order you made in Credit.
Q: Where can I find my Credit?

The Credit tab can be found at the top of the page in desktop view or listed in the menu tab in mobile view.

Q: How to use Credit?

To use Credit when making a purchase online, please enter the amount of Credit that you want to use and click “Pay with Credits" in “Step 3: Payment (Credit)” of the checkout page. Our website will also indicate “Your Credit balance”.

Q: Why did my Credit disappear?

If you choose to use Credit during checkout but did not complete the payment, the Credit will not return to your account automatically as it is linked to the incomplete order.

To retrieve your Credit and reset the payment options, please refer to the following steps:

Step 1: Log in to your member account on our website.

Step 2: Go to the “My Orders” page.

Step 3: Locate the incomplete order. The status of the order should be “Active.”

Step 4: Click on the green “Make Payment” button, as seen in the image below. You do not have to complete payment for the order. Do check the “My Credit” page about 5 minutes after completing the steps above to confirm the Credit balance.

Q: Can I use Credit and eCashback vouchers together during purchase? Will I still get the 3% eCashback rebate?

Yes, you can use both Credit and eCashback vouchers simultaneously while paying for an order.

If you use both Credit and eCashback on the same purchase, you will receive 3% of the net amount paid in cash and Credit in eCashback rebate.

Q: Can I use Credit to pay for delivery or installation?

Yes, you can use Credit to pay for Delivery charges and Audio House Installation charges.

However, you cannot use Credit to pay for any installation or additional service charges where payment has to be made directly to the delivery or installation team.

2. Price Match

Q: What is the Price Match Policy, what are the Terms and Conditions?

If you have purchased an item at Audio House and found the exact same brand, model and colour of the item retailing for a lower price at another authorized dealer in Singapore within 7 days from the date of delivery or self-collection of the item, we will match the lower price. The pricing from the other authorized dealer must be current.

The following Price Match Terms and Conditions apply.

  1. Audio House will match the lower price listed for the same product (same model, brand, and color) by any authorized dealer in Singapore.
  2. Price Match is subject to presenting Audio House proof dated within 7 days. Members should provide either one of the following information to expedite the price match verification.
    • The most recent photo of the authorized dealer’s price tag, with the lower price.
    • A screenshot and the website link to the product listing by the authorized dealer.
  3. However, Audio House will not price match:
    • Discount codes
    • Vouchers
    • Purchase with purchase
    • Delivery charges
    • Installation charges
    • Disposal charges
    • Prices for products on Time Sale and limited sets promotion. (e.g. Buy an LG 55” TV at $XXX! Only 10 units available or only available from XXam - XXpm)
  4. Audio House Members can only purchase 1 unit of each price-matched item.
  5. Price Match is not applicable for products under Food & Beverages and Home Living products.
  6. Audio House discounts and promotions do not apply to Price Match items.
  7. If the Price Match request is made before purchase, members can buy the item at the lower price from our showroom. The request must be made in person at our showroom.
  8. If the Price Match request is made after purchase:
    • The Price Match difference will be refunded as Credit to the Audio House member account. Credit will be refunded within 30 days from the date of Price Match. Credit has no expiry date and is considered cash equivalents with no minimum spend required for usage.
    • The request must be made within 7 days from the date of delivery or self-collection of the item, requests will not be accepted from the 8th day onwards.
  9. The usage of eCashback vouchers for the order will be determined by the price of the item after the Price Match.
Q: How do I submit a Price Match request?
  1. Please read the Terms and Conditions of our Price Match Policy carefully.
  2. Contact our Customer Service team via the WhatsApp icon on the bottom left of the web page, or visit our showroom with the following information as proof for our verification purpose.
    1. The most recent photo of the authorized dealer’s price tag with the lower price.
    2. Or a screenshot of the online listing and the website link.
    3. The order number, if purchase has been made.
Q: Can Price Match be refunded to me in cash rather than Credit?

No.

Q: Does Price Match include promo code discounts or free delivery/installation service from the other authorized dealer?

No.

Q: Will you Price Match listings from non-authorized retailers?

No.

Q: Will I still receive eCashback for the Price Match?

Yes, you will receive $20 eCashback for every $100 spent if you don't use eCashback for the purchase. The eCashback you receive will be based on the lower price after the Price Match.

Q: Can I still use eCashback to pay for the product if I Price Match?

Yes, usage of eCashback vouchers is determined by the price of the item after the Price Match.

3. Payment Matters

Q: What payment options do you have available on your website?
  1. Visa / Mastercard
  2. eNETS
  3. American Express
  4. PayNow
  5. GrabPay
  6. ShopeePay
  7. HSBC IPP*
  8. AMEX IPP*
  9. Standard Chartered IPP*
  10. UOB IPP*

*IPP refers to Instalment Payment Plan

Q: How do I make payment using your website’s payment gateway?

Please click here for step-by-step payment guide and insert here.

Q: Can I make payment by cash?

You can only make payment by cash at our showroom.

Q: The payment gateway is not working. What should I do?

If you are encountering payment gateway errors, we recommend trying the following options:

  • Clear the cache of the web browser you are using
  • Try an alternate payment method
  • Use an alternate web browser
  • Use another device
    • If you continue to encounter payment gateway errors, please contact us for assistance.

Q: How come the order status is “Cancelled”?

Our system will generate an order number after proceeding to the payment gateway. Unpaid orders will be cancelled by our system after 24 hours, but the order number will still be displayed in the member's order history. All unpaid or cancelled orders will not affect future payments.

Q: Why does the order number still appear under the "My Orders" tab even though I have chosen not to complete the order?

The system generates an order number even if you choose not to complete the order as long as you proceed to our payment gateway.

Q: Will I receive a confirmation on whether payment for an order is successful?

You will receive an order confirmation email for purchases made from our website (ESCO/ESSA orders). For purchases made at our showroom, only hardcopy receipts will be provided (BDSA orders).

Please check the spam or junk folder of your email if you cannot find the order confirmation email in your inbox.

If you have tried but still cannot find the order confirmation email, please check that your registered email address is correct. Click on your account’s name to access the user profile page.

If you have completed the above-mentioned steps but still cannot find the order confirmation email, please contact our Customer Service team for assistance.

Q: My bank has already confirmed that my payment is successful, but why is the order not listed as paid?

Upon completion of payment, the system may take up to 15 minutes to update the payment status on the "My Orders" page.

If the order status is not updated after 15 minutes or if the order status is “Cancelled,” please send us the following information for us to assist:

  1. Order number
  2. Amount Paid
  3. Payment Method
  4. Proof of the bank transaction (e.g. a picture of the payment slip)

Our customer service team will contact you within 1- 3 working days.

Payment - Installment

Q: What are the instalment plans available?

Please note that the minimum purchase amount for all instalment plans is $500, excluding usage of eCashback and Credit.

Instalment plans available include:

  1. DBS/POSB (showroom only)
  2. Maybank (showroom only)
  3. BOC (showroom only)
  4. OCBC (showroom only)
  5. UOB (both showroom & website)
  6. AMEX (both showroom & website)
  7. HSBC (website only)
  8. SCB (website only)

Please refer to the image below for the instalment plan tenure options.

Q: Is there any minimum spending requirement for IPP?

Yes, the minimum purchase amount is $500, excluding usage of eCashback and Credit.

4. Product Enquiries

General Enquiries

Q: How do I know if the product I am looking for is available for purchase?

Audio House accepts all online purchases but stock availability is based on a first come first served basis and subject to real-time changes to our inventory. Please contact us if you need to check on stock availability.

In the event that we are unable to fulfil your order, we will contact you with an alternative, or provide a full refund.

Q: Are all products listed on your website available for viewing at the showroom?

No. The products indicated as “Online Exclusive Product” are only listed on our website, and not displayed at the showroom.

Q: What if the product I ordered is out of stock or discontinued?

If stock for your order is not available, we will provide an estimated delivery period or suggest an alternate model.

Q: What is a Pre-Order?

Pre-Order refers to the product not having in stock at the point of time and is opened for pre-order. If stock for the Pre-Order item is not replenished within 30 days, a full refund of the order will be provided.

Q: I am looking to buy multiple products from your store. Can you provide a quotation?

All products quotations have to be provided by our Sales team. Please contact us via whatsApp so that we can arrange for assistance.

Q: Can I buy a display set from the website?

No. Display sets are only sold at our showroom so that customers can inspect the condition of the product before making the purchase.

Q: Where do I redeem the free gift for my order?

For selected models, free gifts are provided by the brand agents. Free gift redemptions vary from brand to brand. Please contact us to check on the redemption process.

Q: Where can I find the current promotion?

Please click on this link: https://events.audiohouseconcierge.com.sg/

Q: Do you sell appliances for commercial use?

No.

Q: What does KIV under the Delivery Time Slot refer to?

KIV refers to orders with an open delivery date. You can choose the KIV option when you checkout on our website if you do not want to fix a delivery date yet.

Q: How long can you hold my order?

We can hold your order as KIV for up to 3 months. Please contact us if you need the order to be held for longer periods.

However, do note that we require at least 30 days advance notice to fix the delivery date for all KIV orders. This is because all orders are subject to stock availability. There is a chance that the product you purchased 3 months ago cannot be delivered on your preferred delivery date. If it is out of stock at that point in time or if the brand agent has announced that the product model is end-of-line.

We will do our best to ensure that you receive the products that you have chosen. Should the products be out-of-stock or end-of-line, we will inform you of the ETA or suggest an alternate model.

Q: Can you reserve the stock for KIV orders until I want it delivered?

No.

5. Self-Collection

Q: When can I self-collect my order?

As self-collection is subject to stock availability, please contact us to check on stock availability 3 working days before coming to our showroom for collection. There are some items that need a longer period for self-collection. Please refer directly to the product listing for the information.

Q: What do I need to bring along for self-collection?

Please present the Order Confirmation email, Pre-order or Sales Agreement at the Member Services counter of our showroom.

Q: Where do I go for self-collection?

You can collect your order from our showroom at 23 Ubi Road 4, Audio House Building Singapore 408620. We are open daily from 1230hrs to 2100hrs.

Q: How do I choose the self-collection option on your website?

You can choose to self-collect if the option is available. Please see the screenshot below for reference. Simply select the self-collect option instead of delivery in the drop-down bar.

If the self-collection option is not available and you want to self-collect the order, please contact us for further assistance.

Q: Are all products listed on your website available for self-collection within 3 working days?

No. Self-collection is subject to stock availability.

6. Delivery, Disposal, Installation + Additional Services and Charges

6.1 Standard Delivery

Q: What is the Standard Delivery Policy?

(Delivery will be fulfilled by either Audio House or the brand agent’s delivery team)

Please take note of the following prerequisites for delivery:

  1. Delivery is only available within Singapore.
  2. To qualify for Standard Delivery, the delivery location and where you want the good(s) to be placed must be:
    • Easily accessible by elevator (i.e. same floor with adjoining lift landing).
    • On the same level as the goods loading and unloading area.
  3. Please ensure that:
    • The delivery address and contact information on the receipt are correct.
    • There is someone to receive the good(s) during the scheduled delivery time slot.
  4. For large appliances such as a fridge or an 80” TV, please ensure that the product can be transported through doorways and any other narrow spaces at the delivery location. e.g. lift entrance. Additional charges apply for dismantling and reassembling of fridge doors for transport through narrow doorways or spaces.

Standard Delivery Policy

Standard Delivery will be performed by the Audio House delivery team or the brand agent’s delivery team.

You may schedule for delivery on our website if the model is to be delivered by the Audio House delivery team. Delivery is subject to stock and delivery time slot availability.

If the order is to be delivered by the brand agent’s delivery team, the option to choose the delivery date and time will not be available during checkout. After order confirmation, Audio House staff will contact you within 1-3 working days to schedule the delivery.

*Delivery by the brand agent is subject to the agent’s delivery policy and additional charges may apply for the delivery team to carry the good(s) up/down staircases, dismantling and reassembling work, and disposal of old appliances.

Standard Delivery by Audio House Team

Standard delivery is available on Monday to Saturday only. No delivery will be made on Sunday and Public Holidays.

The available time slots are:

  • 11am – 4pm
  • 3pm – 8pm
  • 6pm – 10pm

Important details to note:

  1. We are unable to deliver your order at a specific time. Delivery is strictly according to the scheduled time slot. The delivery team will call around 30 minutes to 1 hour before arrival.
  2. We are unable to accommodate requests to shorten the scheduled time slot.
  3. We will try our best to adhere to the scheduled time slot; however, sometimes this may be affected by traffic conditions, installation times of earlier customers and weather conditions.
  4. Delivery is charged for a single receipt and for one delivery trip by the respective delivery team(s) to a single location.
  5. There may be separate delivery trips for one order.
  6. Only when there are product(s) to be delivered by both Audio House delivery team and the brand agent’s delivery team in a single receipt, delivery by each team can be arranged separately.
  7. A WhatsApp reminder message will be sent to the recipient on the evening before the scheduled delivery date for Standard Delivery by Audio House delivery team.
  8. We seek your kind understanding that delivery charges cannot be amended once the order(s) is confirmed.
  9. If Audio House is unable to meet the scheduled delivery date, we will contact you to advise the earliest available delivery date.
  10. Any balance payment to be made upon delivery is strictly by cash only. We do not accept payment on delivery by cheque, bank transfer, Paynow, Paylah, etc.
  11. Delivery service includes
    • Free disposal of selected products. “Pick up and go” only. One unit of old appliance of the same product category will be disposed of for one unit delivered.
    • Free basic installation for washer/dryer/dishwasher (connect provided inlet hose to existing water tap only) and basic tabletop set up for TV.
  12. Delivery service does not include the following:
    • Dismantling and assembling fridge doors to access narrow doorway or restricted spaces.
    • Cutting or altering power cable, plug, electrical socket, PVC water/drainage pipe or outlet hose, etc.
    • Dismantling of built-in oven, cooker hob & hood, dishwasher and any other products.
    • Installation services such as wall mounting of TV/washer/dryer.
    • Installation of hob/hood/oven/water heater/ceiling fans/wall fans/aircon/audio systems.
    • Installation of DVD/VCD/VCR or other equipment that is not compatible with the new TV purchased from Audio House.
    • Installation of the new TV onto the existing wall mount bracket of the old TV.

General Questions

Q: Where can I find the delivery details of my order?

You can find the delivery date and time slot on the “Order History” page of our website and the order confirmation email, as seen in the screenshot below.

To confirm other delivery details, please contact our Customer Service team for assistance.

Q: How do I know if my delivery is confirmed?

Delivery will be scheduled according to the date and time slot selected during checkout. However, delivery is subject to stock availability and Audio House will contact you if the delivery needs to be rescheduled.

Standard Delivery Charges

Q: How do you charge for standard delivery?

Standard delivery charges are listed on our website for all products. Please click on the product page to see the delivery charge for the selected item.

If free delivery is provided for the product, it will be listed, as seen in the image below.


For orders with multiple products, delivery charges will be updated and re-calculated during checkout, as shown in the screenshot below.

Q: Do you provide free delivery for large orders?

No. Delivery is charged according to the number of items in a single order. Delivery will be charged accordingly unless stated. Please check the shopping cart for the final total delivery charges. If free delivery is provided for the product, it will be listed, as seen in the image below.

Q: I have placed two different orders, but the delivery address and delivery date are the same. Can delivery be waived for one of the orders?

No, we cannot fulfil the request for online purchases. Please visit our showroom for a delivery quotation by our Sales team before making your purchase.

Arranging Standard Delivery

Q: What if I need to postpone my delivery?

You have to contact us at least 3 days before the scheduled delivery date to postpone the delivery. Otherwise, a $50 administration fee will be imposed.

Q: My order was not delivered on the scheduled delivery day/time slot. What should I do?

Please contact us if it is beyond the scheduled time slot so that we can check on the status of your delivery.

Q: Can I choose a specific timing for delivery?

No. Delivery is strictly according to the scheduled time slot. We will try our best to adhere to the scheduled time slot but delivery may occasionally be delayed by traffic or weather conditions, and delivery cum installation time for preceding customers.

Q: How to choose the delivery date and time slot when checking out?

For Standard Delivery orders delivered by the Audio House, you can choose the Delivery Date and Time Slot when checking out as shown in the image below.

If the order is to be delivered by the brand agent, the option to choose the delivery date and time will not be available during checkout. After your order is confirmed, Audio House will contact you within 1-3 working days to schedule the delivery. Delivery by brand agent is subject to their delivery policy.

Q: Why can’t I choose the delivery timing for my order?

If the order is to be delivered by the brand agent, the option to choose the delivery date and time will not be available during checkout. After your order is confirmed, Audio House will contact you within 1-3 working days to schedule the delivery. Delivery by the brand agent is subject to their delivery policy.

Q: Will your delivery team call before arrival?

Yes, our delivery team will call 30 minutes to 1 hour before arrival.

Arranging delivery for KIV orders

Q: When should I call to arrange for delivery if my order is KIV?

Please note that customers with KIV orders (no fixed delivery date) must inform us at least 30 days in advance to fix the delivery date.

This is because all orders are subject to stock availability. There is a chance that the product you purchased 3 months ago cannot be delivered on your preferred delivery date if it is out of stock at that point in time or if the brand agent has announced that the product model is end-of-line.

We will do our best to ensure that you receive the products that you have chosen. But should the products be out-of-stock or end-of-line, we will inform you of the ETA or advise an alternate model.

6.2 Express Delivery

Q: How do I know if the product I am interested in is available for the Express Delivery service?

Products that are available for Same Day (1st image) or 3 Hours (2nd image) express delivery will be listed on our website, as shown below:

If the product you are interested in does not have the express delivery banner, please contact us to check if there is ready-stock available for express delivery.

Q: What is the difference between Same Day Express Delivery and 3 Hours Express delivery?
Express Delivery 3 Hours Express Delivery Same Day Express Delivery
Available for

Selected models of:

  • 45” & below TVs
  • Small Audio products
  • Small appliances
  • F&B products
Selected models of:
  • TVs
  • Fridges
  • Washers
Please note

Drop & go only. Installation has to be arranged separately. Additional charges apply.

Basic setup of appliances only.

TV wall mount Installation has to be arranged separately. Additional charges apply.

Delivery days

Daily

Excluding public holidays

Mondays - Fridays

Excluding weekends and public holidays

Cut off time

Last order 9.00 pm

Last order 2.00 pm

Delivery time slot

Within 3 hours of delivery confirmation

5pm - 10pm

Delivery charge

Standard delivery charge + $10 per item

Payment process to be advised by Customer Service team

Standard delivery charge + $20 cash per item

Additional $20 cash per item pay to the express delivery team upon receipt of goods

How to arrange delivery WhatsApp 9233 7914 or contact your Salesperson WhatsApp 9233 7914 or contact your Salesperson
Delivery by Delivery by courier Audio House Express Delivery Team

Disclaimer:

  1. In the event of an overwhelming response, Audio House reserves the rights to decline any express delivery request and propose the next available delivery date.
  2. Some condominiums may limit deliveries between 9 am to 5 pm. Kindly check with your condominium management before purchase.
Q: How can I arrange for Express Delivery (3 Hours and Same Day)?

Please WhatsApp Express Delivery number 9233 7914 or call your Salesperson.

Q: Can I specify the timing for Same Day Express Delivery?

No. We cannot arrange for a specific timing or provide a shorter time slot. Same Day Express Delivery is strictly between 5 pm - 10 pm only.

Q: Will installation be available on the same day for Express Delivery?

No. For instance, wall mounting installation for TV must be arranged separately.

Exception is given to basic installation for washers on a case-by-case basis.

6.3 Additional Charges Applicable for Standard Delivery

Additional charges listed here are only applicable for order(s) delivered by the Audio House Standard and Express Delivery teams. Delivery by the brand agent's delivery team is subject to their policy.

Q: Will installation be available on the same day for Express Delivery?

Delivery service includes

  • Free disposal of selected products, excluding built-in products. “Pick up and go” only. One unit of old appliance of the same product category will be disposed of for one unit delivered.
  • Free basic installation for washer/dryers/dishwashers (connect to the provided inlet hose to existing water tap, only if compatible).
  • Free table top set up of TV.

The following services are not available

  • Cutting or altering power cable, plug, electrical socket, PVC water/drainage pipe or outlet hose, etc.
  • Dismantling of built-in oven, cooker hob & hood, dishwasher and any other products.
  • Installation of DVD/VCD/VCR or other equipment that is not compatible with the new TV purchased from Audio House.

Additional charges applicable for

  • Dismantling and reinstalling of fridge doors due to restricted spaces during delivery (e.g. narrow doorway)
  • Disposal of side-by-side and 4-6 door fridges, unless the new product purchased is of the same category.
  • Carry up/down staircase
  • Installation services such as:
    • Wall mount installation of TV/washer/dryer.
    • Installation of hob/hood/oven/water heater/ceiling fans/wall fans/aircon/audio systems.
    • Installation of the new TV onto the existing wall mount bracket of the old TV.

Please read the Standard Delivery policy carefully for full information.

Q: Will installation service be available for my purchase? What are the installation charges?

Installation service may be provided by Audio House or the brand agent for a fee. Please contact us so that our Sales team can get in touch with you to provide an installation price chart or a quotation.

Kindly note that installation may not be available for selected products. Please contact us to check on this.

Service Charge for Dismantling of Fridge Doors for Delivery and Disposal

  1. Please check the dimensions of the fridge you ordered to ensure that it can be easily transported to the location you want the fridge to be placed.
  2. If you require fridge door dismantling services, please inform us in advance.
  3. Charges are separate for delivery and disposal.

Fridge Type

Service Charge for Dismantling of Fridge Doors (Per item)

1 - 3 Door Fridge (top-bottom)

+ $20 to dismantle the door(s) of one fridge.

Side-by-side Door Fridge

+ $30 to dismantle the doors of one fridge.

4 - 6 Door Fridge

+ $50 to dismantle the doors of one fridge.

Q: Who should I pay the additional delivery charges to?

Any additional delivery charges are paid in cash to our delivery team.

The charges listed are only applicable for order(s) delivered by the Audio House delivery team.

Disposal Policy and Charges

  1. Please inform us in advance if any disposal service is required.
  2. Disposal Charges are applicable to Side by Side fridge and 4-6 Door Fridges at $50 per item, unless the new product purchased is of the same category.
  3. Disposal service does not include dismantling work (e.g. fridge installed in built-in cabinet and dismantling fridge doors for transportation).
  4. Disposal Charges are applicable for disposal of bedding products. Please inform us should you need the service, and the charges will be paid directly to the agent delivery team.

7. Returns, Refunds, and 1-1 Exchange

Return and Refund Policy

Q: What is your Return and Refund policy?

You have the right to cancel your purchase within 7 days from receiving the goods.

  1. The terms and conditions for refund will be as follows:
    1. Full refund will be issued for products that are returned in their original and sealed condition with all labels intact along with the original receipt, warranty card, user manual as well as any accompanying free gifts, vouchers, and/or original accessories associated with the purchase.
    2. 70% refund will be issued based on the price of the purchased products that are:
      1. Opened but unused, and returned in the original packaging with all labels intact along with the original receipt, warranty card, user manual as well as any accompanying free gifts, vouchers, and/or original accessories associated with the purchase.
      2. All sealed information items accompanying the products must be unopened.
      3. The product must not be used or installed or have any data loaded.
    3. Audio House reserves the rights to decline the refund request for products that have been opened and used. Refunds for opened and used products will be subjected to Audio House management’s discretion after inspecting the depreciation on the value of the items as a result of the usage.
  2. Products that are not refundable include:
    1. Air conditioners that have been installed
    2. TV brackets that have been wall mounted
    3. Kitchen appliances that have been used, even once
    4. Earphones, headphones, Bluetooth headsets, and personal care products that have been opened
    5. Computer and related products
    6. Digital cameras and accessories
    7. Home living products, food and beverages, toys, hygiene products and perishable items
    8. Display sets
  3. If the product has been delivered, the refund will exclude delivery charges paid.
  4. If the product has been installed, the refund will exclude installation charges paid.
  5. Delivery charge of $60 cash will apply for products that require pick up for the return. Alternatively, customers can bring the goods to 23 Ubi Road 4, Audio House Building, Singapore 408620 to avoid delivery charges.
  6. Once the returned products have been received and inspected, Audio House will proceed with the following refund arrangement accordingly:
    1. Refunds of purchases made at the showroom need to be completed at the showroom. Please bring along the receipt, the credit/debit card used and the payment slip.
      1. Payment by Cash/NETS will be refunded by cheque within approximately 1 month.
    2. For credit card refund, the amount will be credited back to the card account within around 1 month depending upon how quickly the banking financial institution that issued your credit card processes the refund. Payment by Cash/NETS will be refunded by cheque within approximately 1 month.
    3. Refund of online payment by credit/debit cards will be credited back to the card account within around 1 month depending upon how quickly the banking financial institution that issued your credit card processes the refund.
    4. Refund of all payment by instalment plan (IPP) will be credited back to the card account within around 1 month depending upon how quickly the banking financial institution that issued your credit card processes the refund.
    5. Refund of online payment by eNets and PayNow will be refunded by cheque within approximately 1 month.
    6. Customers may request for Refund in Credit. Refunds in Credit will take 1-2 working days. Credit is the equivalent of cash and can be used on our website and at our showroom. Credit has no expiry date and can be used with no minimum spend.
  7. Upon completion of refunds and returns, customers may check directly with their banks for the refunded amount.
  8. Once refund or return is completed, eCashback, Credit, and any free gifts issued will be returned to Audio House.
Q: What is the Return and Refund process like?
  1. The customer must contact Audio House staff regarding the Return and Refund request within 7 days of delivery/collection. We will not accept requests for Return and Refund from the 8th day onwards.
  2. When a Return and Refund request is received, an assigned staff will assist with the arrangement.
  3. When a Return and Refund request has been approved, the staff will inform the customer to bring the product to 23 Ubi Road 4, Audio House building, Singapore 408620 for the return. Please note that a delivery charge of $60 cash applies for products that require pick up for the return.
  4. The refund will be submitted to the banking financial institution as per mode of payment is used, or cheque will be issued and mailed out, if payment was by eNets or Paynow.
Q: What is the time frame in which a Refund and Refund request can be made?

Within 7 days of delivery/collection.

Q: Why was my Return and Refund request denied?
  1. The item, box and accessories were not returned in good condition.
  2. The item has been used.
  3. It is an item that cannot be refunded, such as:
    1. Air conditioners that have been installed
    2. TV brackets that have been wall mounted
    3. Kitchen appliances that have been used, even once
    4. Personal products such as earphones, headphones, Bluetooth headsets, and personal care products that have been opened
    5. Computer and related products that have been opened
    6. Digital cameras that have been opened
    7. Food and beverages, toys, hygiene products and perishable items.
    8. Display sets

Refund

Q: How long does the Refund take to process?
  • Refund will take 1-3 working days to be approved and processed on our end.
  • For credit card refund, the amount will be credited back to the card account around 1 month, depending upon how quickly the banking financial institution that issued your credit card processes the refund. Payment by Cash/NETS will be refunded by cheque within approximately 1 month.
  • Refund of online payment by credit/debit cards will be credited back to the card account within around 1 month depending upon how quickly the banking financial institution that issued your credit card processes the refund.
  • Refund of all payment by instalment plan (IPP) will be credited back to the card account within around 1 month depending upon how quickly the banking financial institution that issued your credit card processes the refund.
  • Refund of online payment by eNets and PayNow will be refunded by cheque within approximately 1 month. The cheque will be mailed via Singpost.
Q: I made payment at your showroom. Do I have to return to the showroom for the refund?

Yes. Please bring along your payment slip, credit card and invoice.

Q: What happens if the credit card I used for payment has been terminated? How will I receive the refund?

Refunds will be made to the same bank account as the credit card used for the purchase.

Q: I used my eCashback / Credit to make the purchase, will it be refunded as well?

Yes.

Q: Is delivery, installation or service charges refundable?

No.

Q: Can I choose the method for the refund?

No.

1-1 Exchange for Defective Goods

Q: Will you replace a defective product?

Yes, as long as it is reported to us within 7 days of delivery or collection.

To report a suspected defect, please:

  • Send a photo or video of the suspected defect to our WhatsApp Web Enquiry contact (bottom left of our webpage). Our staff will contact you to provide further assistance.
  • Do note that some brand agents may require you to schedule an appointment with their service centre to arrange for an evaluation by their respective technicians before the 1-1 exchange can be made.
Q: How long will it take to get the 1-1 Exchange for defective goods?

We will try to arrange for a replacement of the defective product as soon as possible. However, please understand that the 1-1 exchange is subject to stock availability and delivery schedule.

Q: What is the time frame in which a request for a 1-1 Exchange for defective goods can be made?

You can contact Audio House to report the suspected defect within 7 days of collection/delivery. From the 8th day onwards, please contact the brand agent’s service centre for warranty claims.

Please note that the warranty period varies from brand to brand.

Q: Will Audio House cover the shipment cost for 1-1 Exchange for defective goods?

If the delivery of the order is fulfilled and the product is found to be defective, we will make a delivery arrangement for 1-1 exchange.

If the order was fulfilled via self-collection, please bring the item to our Ubi showroom for the 1-1 exchange.

Q: Is it possible to exchange the defective item for something else?

Yes, you can. Price difference can be top-up or refunded to you.

Q: Do I need to return the box and accessories for 1-1 exchange?

Yes, you need to bring the item in its original packaging along with the original receipt, warranty card, as well as any accompanying free gifts, vouchers, and/or accessories associated with the purchase for the 1-1 exchange.

8. Product Warranty

Q: Who do I claim warranty from?

Warranty provided by the brand agent = Claim from the brand agent

Warranty provided by Audio House = Claim from Audio House

Extended Warranty purchased from Audio House = Claim from Audio House after the brand agent‘s warranty period expires

Q: How long is the warranty period for my purchase?

The warranty period for each item is listed on our website and in the order receipt. Please note that the warranty period varies from brand to brand.

Q: When does the warranty period start?

The warranty period starts from the date of collection or delivery.

Q: What do I need for warranty registration and claims?
  1. The tax invoice or delivery order number.
  2. Product serial number (found on product or box).
  3. Warranty card (if any; many brands have transitioned to paperless e-warranty registration)

Please keep all original copies of tax invoice, delivery order and warranty card for claims.

Q: Where can I find the serial number of the product?

Serial numbers are often found on the back, bottom or an inside compartment of the product unit. In most cases, the serial number may also be adjacent to the unit barcode. It can also be found on the product packaging.

Q: How do I register for the warranty?

Registration for the warranty can be made at the brand’s local website or by following the instructions on the warranty card or product manual.

Extended Warranty by Audio House

Q: Can I purchase an Extended Warranty from Audio House?

You can purchase extended warranty for most electrical and electronic appliances sold at Audio House.

However, extended warranty cannot be purchased from Audio House for digital cameras, computer and related products, home living products, food and beverages, toys, hygiene products and perishable items.

Q: How to purchase Extended Warranty?

The purchase price of the extended warranty is based on the members’ special price of the product before eCashback usage.

  1. Click on the Accessories tab
  2. Under the Category field, you will see the subcategory of:
    1. 12 Months Extended Warranty
    2. 24 Months Extended Warranty
    3. 36 Months Extended Warranty
  3. Select the number of months of extended warranty that you would like to purchase.
  4. The extended warranty amount to purchase is based on the members’ special price of the product purchased before eCashback usage, excluding delivery, installation and additional service charges.
  5. Add the selected extended warranty to the cart and complete the purchase.
Q: Can I purchase extended warranty after I have completed my purchase?

Yes, you can purchase the extended warranty within 1 month from the product’s delivery or collection date. The purchase price of the extended warranty is based on the members’ special price of the product before eCashback usage.

The extended warranty will kick in once the brand agent’s warranty period expires.

Q: What is the validity of Extended Warranty?
  • The product is purchased from Audio House in Singapore.
  • The product can be repaired in Singapore.
  • Proof of purchase of product and extended warranty are required when making a claim.
Q: What does Extended Warranty cover?

The extended warranty coverage is based on the original warranty coverage by the brand agent. For complete information, please refer to the brand agent's warranty policy.

Q: What is not covered by extended warranty?

Extended Warranty does not cover the following circumstances:

The following products:

  • Consumable products and accessories such as electrical cable or cord assembly, remote control unit, antenna, batteries, battery pack, adaptor, external parts and extruded parts such as cabinets, front glass panel, casing, cover, frame lid and levers, power plugs and sockets, control knobs and buttons, filters and dust bags, and inner pans.
  • Major component parts of home shower heater element, aircon compressor, refrigerator compressor, and washer and dryer motor.

The following conditions:

  • Damage and/or defect resulting from mishaps, accidents, natural disasters, misuse, mishandling (e.g. scratches, dented, drop, etc.), improper installation or any manner of tampering.
  • Panel or front glass that is smashed or cracked.
  • Permanently lit or unlit spots (pixel) on screen, non-active pixels and image retention.
  • Damage or defect due to incorrect usage of electrical supply or voltage.
  • Normal wear and tear or corrosion, fungus, rust or stains.
  • Noise, taste or odour deemed by Audio House Marketing Pte Ltd to have been caused by the surrounding environment.
  • Services such as cleaning, maintenance, general service and overhaul.
  • Products installed at locations that are deemed unsafe and/or inaccessible by Audio House Marketing Pte Ltd.

The following situations:

  • Any routine maintenance; cleaning, servicing, lubrication, adjustment or alignment.
  • Any damage to product accessories, doors, cabinets, headset or earpiece, remote control unit, stylus, antenna, rubber or plastic parts, knobs, covers, consumable products, parts affected by fair wear and tear or corrosion.
  • Any loss of data, caused directly or indirectly by the product.
  • Replacement of consumable products or expendable products including but not limited to batteries, ribbons, toners, and ink cartridges, filters, belts, stylus, bulbs, tapes and diskettes, and such similar products.
  • Any costs or transportation charges incurred in removing or re-installing the Product or transport, delivery and handling charges incurred in transporting the Product to and from Audio House to the agent's authorized service center.
  • Any charges for on-site services, which is not provided for under the manufacturers’ warranty.
Q: Will you provide 1-1 replacement for the product if it cannot be repaired under extended warranty?

As per the extended warranty policy, if the product is deemed beyond repair by our technician, Audio House will propose a new and equivalent replacement model that can be purchased at 50% of the current price at which the model is sold.

The extended warranty will be deemed void once the replacement model has been purchased by the customer.

Q: What is the Extended Warranty Policy?

The Extended Warranty Policy is as follows:

  1. Extended Warranty purchased from Audio House Marketing Pte Ltd, (hereinafter referred to as Audio House) is only valid for Singapore and applies to Electrical and Electronic Products/Appliances purchased from Audio House, excluding digital cameras, computer and related products, home living products, food and beverages, toys, hygiene products and perishable items.
  2. The Warranty is subject to satisfactory receipt of your proof of Extended Warranty purchased from Audio House.
  3. The Electrical and Electronic Product/Appliance shall be free from manufacturing defect for the Extended Warranty Period upon the following terms and conditions:
    1. The Electrical and Electronic Product/Equipment is used in accordance with the manufacturer’s operating instructions.
    2. The Extended Warranty shall be deemed void if any of the following circumstances occur during the Warranty Period:
      1. Any part of the Electrical and Electronic Product/Appliance is removed, altered, tampered, adjusted, modified, dismantled, repaired or handled in any way by any person not authorised by Audio House, or
      2. The product serial number on the Electrical and Electronic Product/Equipment is altered, defaced or removed; Personal information that you provide to Audio House for the purpose of extended Warranty record and this Warranty will be subject to Audio House’s Privacy Policy available on https://audiohouse.com.sg/privacy_policy.php. Audio House will use or disclose your personal information to authorised third parties for the purposes of servicing this Warranty in accordance with the Personal Data Protection Act 2012 (Act 26 of 2012).
      3. Registered customers may access, correct and update their personal information online or via Audio House Customer Service Counter.
    3. Product Extended Warranty Guide
      1. Audio House is not responsible for any loss or recovery of data, software or removable media;
      2. Audio House’s decision in relation to complaints or allegations of defects either of workmanship or materials shall be final and conclusive and, Audio House reserves the right at its sole discretion to provide either one of the following provisions:
        • Repair the Electrical and Electronic Products/Equipments or replace the defective parts with new, reconditioned or refurbished equivalent.
        • If the product is beyond repair, Audio House will propose a new and equivalent replacement model that can be purchased at 50% of the current price at which the model is sold.
      3. The Extended Warranty will be deemed void once the replacement model has been purchased by the customer.
  4. Extended Warranty does not cover the following products or circumstances:
    1. Consumable items and accessories such as cables or cord assembly, remote control unit, antennae, batteries, battery pack, adaptors, external parts and extruded parts such as, cabinets, front glass panel, casing, cover, frame lid and levers, plugs, socket, control knobs and buttons, filters and dust bags, and inner pan;
    2. Damage and/or defect resulting from accidents, natural disasters, misuse, mishandling (e.g. scratches, dented, drop etc.), improper installation or any manner of tampering;
    3. Smashed or cracked, panel or front glass;
    4. Permanently lit or unlit spots (pixel) on screen, non-active pixels and image retention;
    5. Damage or defect due to incorrect usage of electrical supply or voltage;
    6. Normal wear and tear or corrosion, fungus, rust or stains;
    7. Noise, taste or odour deemed by Audio House to have been caused by surrounding environment, and
    8. Services such as cleaning, maintenance, general service and overhaul.
  5. Audio House may not be able to attend to Electrical and Electronic Products/Appliances installed at locations it deems inaccessible or unsafe.
  6. Extended Warranty services are limited only to terrestrial mainland Singapore and Sentosa, and do not extend to any other island or any ship, boat or vessel.
  7. Items not covered by Extended Warranty:
    1. Home shower heater element including transport and labour charges to install new heater element;
    2. Compressor for air conditioner including transport, gas and labour charges to install new compressor;
    3. Compressor for refrigerator and motor for washer including transport, gas and labour charges to install new compressor and motor and
    4. Other consumer appliances, display sets and related parts.
  8. The Extended Warranty will no longer be valid upon expiry of the Extended Warranty period.

9. My Orders Page and My Account

My Orders Page

Q: Why can’t I find the orders that I made at your showroom on the “My Orders” page?

Purchases made from our showroom and not via our website (order number beginning with BDSA or BDIN) will not be visible on the My Orders page on our website.

Q: Where can I find the tax invoice for my order?

Generally, the tax invoice or delivery order will be given upon delivery or self-collection. If you did not receive the tax invoice/delivery order or have misplaced it, please contact our Customer Service team for a softcopy.

Q: Can I change the billing address for my order?

Regrettably, the billing address cannot be changed after order confirmation. However, we can help to cancel the original order so that a new order with the right address can be made. Please contact our Customer Service team if you require assistance.

My Account

Q: How do I register for an Audio House member account?

You can register on our website registration page at https://audiohouse.com.sg/register.php.

Q: Is there a membership fee?

There is no membership fee.

Q: Will membership expire?

Membership is free for life.

Q: I forgot my password, what should I do?

If you are unable to access your account because you have forgotten your password, please click on the “Forgot Password?” link on the "Log In” page to reset your password using the registered email. A password reset link will be sent to your email address after you click on “Send”. Please refer to the screenshot below.

Q: Where can I find my eCashback vouchers and Credit?

The eCashback and Credit icons can be found on the header of our website. Click the icons to view the “My eCashback” and “My Credits” page.

Q: How to update My Account’s details?

Click on your account name in the desktop view or the “User” button in the menu for mobile view to see your profile information. Edit accordingly and click on “Save Changes” to update.

10. Audio House Showroom

Q: Where is your showroom located?

23 Ubi Road 4, Audio House Building, #01-01, Singapore 408620

Q: How do I get to the showroom by public transport?

We are located right next to the Ubi MRT Station. You can leave the station via Exit A and cross the road (Ubi Ave 2) to reach our building.

You can also take bus 8, service 22, 61, 65, 66 and 137 to the bus stop “Ubi Station Exit A (71129)” or “Ubi Station Exit B (71121)”.

Q: Is parking available at the building? What are the charges?

Yes, we do have parking available but spaces are limited. Please refer to the image below for the parking rates. On weekends and public holidays, we provide free valet parking. Vehicles must be collected by 2030hrs.

Q: What are the opening hours?

We are open daily from 1230hrs to 2100hrs

11. Audio House Qoo10, Lazada & Shopee

Q: Who can I contact for Audio House Qoo10, Lazada, and Shopee purchases?

You can call our hotline at 6841 2122 and enter extension 233.

Or you may email our e-commerce team at [email protected].