Store Policy

1. Product and Service Quality Excellence
2. Product Guarantee
3. Product and Service Policies
4. Sales Policies
5. Reservation Policies
6. General Servicing and Customisation Policies
7. Encashment of Gold Ornaments

 

1. Product and Service Quality and Excellence

•  We provide you with products and services of satisfactory quality as defined in the Sales of Goods Act S14 (2), Consumer Protection (Fair Trading) Act and Lemon Law to meet your requirements and satisfaction at all times.
• We provide services that meet or exceed expectations and we continually maintain and improve that quality.

 

2. Product Guarantee

•  All jewellery items are indicated with fineness marks.
• All 916 and 999 gold ornaments, except exempted items (weighing less than 1 gram), are tested and certified by Singapore Assay Office which is accredited by the Singapore Accreditation Council to ensure that the gold fineness complies with the fineness marked on the gold ornaments.

•  All tax invoice issued by the Company will have the following details:

 

•  No gold loss due to vaporisation and/or customary levy by craftsman in the process of manufacturing will be charged to the Customer.

 

3. Product and Service Policies

Professional Ethics

• We adopt fair and ethical business practices as well as accurate marketing communications at all times.

 

4. Sales Policies

Prices, Goods and Services Tax (GST)

• Prices shall be presented to you in a manner that is clear, simple, accurate and easily understood. All charges, including discount factor, discounted pricing, shall be revealed to you before confirmation of purchase.
• We are committed to avoid over or under-charging and to ensure correct change is given.
• Prices of 916 or 999 gold ornaments are determined according to the following formula:

Nett Weight x prevailing Retail Price of Gold + Workmanship + prevailing GST Rate

• Prices quoted for all items displayed in the Shop do not include the additional cost of alteration or customisation.

 

Payment Mode

• Payment may be made in Singapore Currency either in full or by monthly payments via cash, NETS or major credit cards.
• No additional fees will be imposed on all modes of payment accepted by the Company.
• The Customer may make use of the Sales Voucher to offset against the purchase of gold ornament and jewellery item or for general servicing and customisation of products.
• The Sales Voucher is valid for 12 months from its date of issuance.
• The Sales Voucher is not exchangeable for cash.
• The Sales Voucher must be utilised fully within a single purchase and any unutilised amount will not be refunded.
• No replacement will be made for lost or defaced Sales Voucher.

Product Conditions and Weight Accuracy

• For new item purchases, the Customer will have to check the items at the point of purchase before leaving the shop to ensure the items are in good condition and for gold ornament; its weight is also accurate.
• The Company will not be responsible or liable for any weight variances, visible defects and/or defects or product limitations that has been specifically pointed out and accepted by the Customer after he or she has left the shop with the purchase item.
• The weighing of the gold ornaments will be carried out without any price tag and/or label in the presence of the Customer.
• The weight shown on the price tag is the nett weight of the gold ornaments and does not include the weight of the tag and/or gold loss.

Product Warranty

• The Company offers a 6 months warranty for any manufacturing defects found on the products sold by the Company.
• The warranty is strictly limited to only manufacturing defects and will not include defects resulting from:

1. Normal wear and tear.
2. Mishandling and/or misuse by the Customer.
3. Repairs and/or modifications performed on the product by the Customer or Third Party

• The defective product, upon the examination and confirmation by the Company, will be repaired at no cost to the Customer. In the event that the defective product cannot be repaired, the Company will have the defective product replaced.

Sales Return and Exchange

• For new item purchases, we provide exchanges equivalent to the original purchase amount only if:

1. The gold ornament or jewellery item is returned within 7 days from the date of purchase.
2. If the item HAS NOT been altered, engraved, worn and/or damaged.
3. Original tax invoice is presented as proof of purchase.

• There is no cash refund for all items purchased.

Trade-In of Gold Ornament

• The Customer may trade-in his or her gold ornament to the Company on a willing buyer (Company) and seller (Customer) basis based on the following guidelines:
• After the sale transaction has been completed, the Customer shall not buy back the gold ornament from the Company.
• Chip Lee’s prevailing Discount Factor of Trade-In and/or Cash Back may be revised from time to time and will be made known to the customer before the transaction.

1. Trade-In Gold Ornament for Gold Ornament

• The value of the Customer’s gold ornament shall be determined according to the following formula:

Nett Weight x prevailing Retail Price of Gold x Chip Lee’s prevailing Discount Factor of Trade-In

• If the gold ornament purchased by the Customer is lower than the trade-in value, then the cash-back to the Customer shall be determined according to the following formula:

(Trade-In Value of Customer’s Gold Ornament – Retail Price of New Item) x Chip Lee’s prevailing Discount Factor of Cash Back

2. Trade-In Gold Ornament for Jewellery

• The value of the Customer’s gold ornament shall be determined according to the following formula:

Nett Weight x prevailing Retail Price of Gold x Chip Lee’s prevailing Discount Factor of Trade-In

• If the jewellery purchased by the Customer is lower than the trade-in value, then the cash-back to the Customer shall be determined according to the following formula:

(Trade-In Value of Customer’s Gold Ornament – Retail Price of New Item) x Chip Lee’s prevailing Discount Factor of Cash Back

Privilege Membership

• As part of our enhanced services, for purchases of S$300 and above, we shall provide you a lifetime Privilege Membership free of charge.
• The terms and conditions of the Privilege Membership are stated in the Privilege Membership application form and you will have the opportunity to go through them with us before confirming acceptance.

 

Feedback

• We welcome your feedback anytime and should you have any issue of concern, please contact us immediately.
• We will investigate and act to resolve areas of concerns either immediately or within fourteen (14) working days, depending on the complexity of each case.
• You may wish to contact us at Telephone Number: 65-6758 0866 Mondays to Fridays excluding public holidays, from 10.30am to 6.00pm and we will attend to your feedback as soon as possible.
• Or you may wish to email us at feedback@chiplee.com

Confidentiality

• All personal data and information provided by you to us are solely for the purpose of completing sales transactions and shall be kept strictly confidential. Every effort shall be made to ensure that the integrity of your personal particulars and confidential information entrusted to us are not compromised.

 

5. Reservation Policies

• The Customer may reserve a gold ornament or jewellery item for a period of time pending full payment made to the Company.
• The reserved item will be released to the customer only when full payment has been made to the Company within the reservation period.
• No partial collection is allowed if there is more than 1 reserved item in the reservation.
• Addition of item to an existing Reservation is not allowed.

Quick Reservation

Reservation Period

• The reservation period is 2 weeks and extensions are strictly not allowed.
• The reserved item has to be paid in full and collected by the Customer within the reservation period.

Deposit Terms and Conditions

• A minimum deposit of 10% of the total value is required for the item to be reserved.
• Deposit can be made in cash, NETS or major credit cards.
• No additional fees will be imposed on all modes of payment accepted by the Company.
• The deposit may not be used for other purchases or transferred to other reservation or converted to other forms of payment or deposit with the Company.

Forfeiture Policies

• If the Customer for whatsoever reason withdraws from the reservation or fails to make payment in full after the reservation expiry date, the following will apply:

1. The item will no longer be earmarked as “Reserved’ and the Company reserve the right to sell the item without prior notice to the Customer.
2. The deposit collected will be forfeited.

Gold Price for Trade-In of Gold Ornament

• The Customer may trade-in his or her gold ornament at the point of deposit or at the final payment.
• The calculation of the trade-in amount will be based on the Reservation Gold Rate.
• Any excess of trade-in amount which will be encash to the Customer will be calculated based on the Prevailing Gold Rate.

Exchange
The reserved item can be exchanged to other item at the final payment only if:

1. The reserved item has not been altered or modified.
2. The value of the exchanged new item has to be equivalent or more than the reserved item.
3. Any excess gold weight of the exchanged new item will be based on the Reservation Gold Rate.

Long Term Reservation

Reservation Period

• For reservation amount below SGD500, the reservation period is 6 months and extensions are strictly not allowed.
• For reservation amount SGD500 and above, the reservation period is 9 months and extensions are strictly not allowed.
• The reserved item has to be paid in full and collected by the Customer within the reservation period.

Deposit / Reservation Payment Terms and Conditions

• A minimum deposit of 10% of the total value is required for the item to be reserved.
• The Customer is to make monthly reservation payments during the reservation period, which will be accumulated towards the full value of the reserved item.
• The monthly reservation payment has to be at least a minimum amount as stipulated by the Company and it has to be paid by a specific date of the month as determined by the Company.
• The minimum amount and payment date will be made known to the Customer at the point of reservation.
• Deposit and monthly reservation payment can be made in cash, NETS or major credit cards.
• No additional fees will be imposed on all modes of payment accepted by the Company.
• The deposit and monthly reservation payments may not be used for other purchases or transferred to other reservation or converted to other forms of payment or deposit with the Company.

Monthly reservation payment can only be made by the bearer of both original latest Reservation Note and original latest Security Deposit Note after which the Security Deposit Note must be surrendered to the Company.

Forfeiture Policies

If the Customer for whatsoever reason withdraws from the reservation or fails to make the minimum monthly reservation payment by the payment date or fails to effect payment in full after the reservation expiry date, the following will apply:

• The item will no longer be earmarked as “Reserved’ and the Company reserve the right to sell the item without prior notice to the Customer.
• The total amount collected, which includes deposit and all monthly reservation payments, will be forfeited.

Gold Price for Trade-In of Gold Ornament

• The Customer may trade-in his or her gold ornament at the point of deposit or during the monthly reservation payments or at the final payment.
• The calculation of the trade-in amount will be based on the Reservation Gold Rate.
• Any excess of trade-in amount which will be encash to the Customer will be calculated based on the Prevailing Gold Rate.

Exchange

• The reserved item cannot be exchanged to other item during the reservation period or after the collection when full payment has been made to the Company.

 

Collection of Reservation

• The reserve item can only be collected by the bearer of both original latest Reservation Note and original latest Security Deposit Note and these two original documents must be surrendered to the Company with full payment made.
• As the identity of the bearer of these two original documents will not be verified, the Customer is strongly advised to safe keep his or her two original documents cautiously as the Company will strictly not be held responsible or liable for, including but not limited to, any claims, losses or damages that may have incurred resulting from the loss / stolen / misplacement / abuse of these original documents.

Confidentiality

• All personal data and information provided by you to us are solely for the purpose of completing sales transactions and shall be kept strictly confidential.
• Every effort shall be made to ensure that the integrity of your personal particulars and confidential information entrusted to us are not compromised.

 

6. General Servicing and Customisation Policies

• General servicing includes repair, size alteration, modification, cleaning, polishing or plating of gold ornament or jewellery item.
• Customisation includes setting, repetition of gold ornament or jewellery item and any gold ornament or jewellery design requested by the Customer.
• There may be weight variation after repair, size alteration, modification, cleaning, polishing or plating of a gold ornament or jewellery item and the Customer will not hold the Company responsible for this.
• The Customer will be notified of the “estimated cost and time frame” and the Company shall provide a description of the servicing that is required or customisation details as requested for by the Customer.
• The Company reserves all right to accept or reject any general servicing, customisation or In-House customisation of products.

 

General Servicing and Customisation of Product

Size Alteration and Selected Modification Within 7 Days of Purchase

• The Company shall waive the workmanship charge of gold ornament or jewellery item sent here for size alteration and/or selected modification, which has to be performed together at the same time, for maximum of 1 time within 7 days from the date of purchase of the item at the Company’s Shops. However, the Customer will have to pay for replacement of parts or where more gold has to be added to the item. There may also be weight variation after alteration due to cleaning, polishing and burning.
• The gold ornament or jewellery item must be in its original condition when sold by the Company and has not undergone any repair, size alteration, modification or plating by Third Party.
• The Customer will have to present the original Tax Invoice of the gold ornament or jewellery item to the Company.

Policies on Loss or Damage to Item - Gold Ornament

• The Company will exercise due care and take necessary precautions to ensure the security of the item sent here for general servicing or customisation.
• In the event of loss or damage to the item whilst in the care and custody of the Company, the Company shall grant the customer reasonable compensation and refund of the deposit, if any, only for 916 and 999 gold ornament (defined as item that are solely and exclusively 916 or 999 gold) pegged at a value in accordance to the Company’s repurchase scheme (the scheme of which may be revised from time to time).

Policies on Loss or Damage to Item - Jewellery

• For jewellery item however, the Company is not in a position to ascertain the market value and hence compensation cannot be accorded to the Customer.
• If the Customer has placed a deposit for jewellery item and the item is lost or damaged whilst in the care and custody of the Company, only the deposit shall be refunded to the customer.
• The damaged item belonging to the Customer shall also be returned to the Customer.

Force Majeure

• The Company will not be responsible or liable for any losses or damages to the item sent here for general servicing or customisation if the loss or damage of the item whilst in the Company’s care and custody is attributed to situations arising beyond our control such as natural disasters, civil unrest or wars.

Deposit and Collection of Item for General Servicing or Customisation

• 10% deposit is required for general servicing and customisation.
• If the gold ornament or jewellery item sent to the Company for general servicing or customisation is not collected within 90 days from the expected date of completion written on the Job Order Form, the deposit, if any, will be forfeited and the Company reserves the right to forfeit the gold ornament or jewellery item sent in without prior notice to the Customer.
• For In-house product that require customisation, if the customised product is not collected within 90 days from the expected date of completion written on the Job Order Form, the deposit, if any, will be forfeited and the Company reserves the right to sell the customised product without prior notice to the Customer.

Refund of Deposit for General Servicing and Customisation of Product

• For general servicing, customisation or In-House customisation of product, we shall refund the deposit if the Company encounters difficulties and cannot perform the task for whatsoever reasons.

Payment Mode for General Servicing and Customisation

• Payment is to be made in Singapore Currency via Cash, Nets or major Credit Cards.
• No additional fees will be imposed on all modes of payment accepted by the Company.

 

Time Frame for Refund of Deposit, Compensation Payment or Return of Damaged Item to the Customer

• Refund of the deposit or compensation payment to the Customer and/or return of the damaged item to the Customer shall be made within 7 working days from the time the Customer has been notified of the loss or damage to the item.

Confidentiality

• All personal data and information provided by you to us are solely for the purpose of completing sales transactions and shall be kept strictly confidential.
• Every effort shall be made to ensure that the integrity of your personal particulars and confidential information entrusted to us are not compromised.

 

7. Encashment of Gold Ornament

• The Company may opt to buy back the gold ornament (originally / not originally sold by the Company to the Customer) from the Customer on a willing buyer (Company) and seller (Customer) basis.
• After the sale transaction has been completed, the Customer shall not buy back the gold ornament from the Company.
• The Customer undertakes that the gold ornament being sold to the Company is the rightful property of the Customer and it is free from any claims or legal charges from other parties and sign on the Declaration of Sales Form as evidence of sale of the gold ornament to the Company and receipt of cash.

Encashment of Chip Lee Jewellery Gold Ornament

• The gold ornament shall be accompanied by the Company’s receipt as proof of ownership and purchase.
• The encashment price or value shall be determined according to the following formula:

Encashment of Non-Chip Lee Jewellery’s Gold Ornament

• The encashment price or value shall be determined according to the following formula:

Confidentiality

• All personal data and information provided by you to us are solely for the purpose of completing sales transactions and shall be kept strictly confidential.
• Every effort shall be made to ensure that the integrity of your personal particulars and confidential information entrusted to us are not compromised.

 

8. Others

• The company reserves the right to change, amend, insert or delete any of the terms and conditions, or policies as the case may be.

READY TO SERVE YOU TO THE BEST OF OUR ABILITY, ALWAYS!