REFUND/EXCHANGE POLICY

Can I return my order?

 

Footwear sold on TLM’s website is customised based on your foot shape. It is not possible to keep ready stock for customised shoes. Therefore, you can only return your item to us if it meets the following conditions:

  1. Wrong item received
  2. Defect item received

If your item meets any of the above conditions, please take a snapshot of your item/damaged area and email us your return request at enquiry@tlmbrace.com.sg within 2 days of receiving your purchase. After receiving a reply from us, please ensure your item reaches us within 7 days from date of reply. Returned item has to be in the original condition and packaging together with all accompanying accessories, including shoelaces, stuffed tissue papers, shoe bags and tags intact (if any). Otherwise, return request will not be processed.

 

If we believe that your returned item has been damaged or worn, we will inform you to collect back the item and no refund will be processed.

 

How do I return my order?

 

Please follow the steps below should your item fulfil the above conditions:

  1. Email us your request at enquiry@tlmbrace.com.sg within 2 days of receiving your purchase.
  2. We will reply your email within 3 working days.
  3. After receiving a reply from us, wrap the shoes neatly within the original shoe box and place the shoe box into the larger box sealing it. If you do not have the larger box, please purchase an appropriate box or bag. Please do not use the shoe box as a return box.
  4. Your item should reach us within 7 days after receiving a reply from our representative. For return, you can either:

 

Drop it off at the following address for free:

TLM Foot-Knee-Back-Arm Orthotics Center

1 Yishun Industrial Street 1 #04-14

A’POSH BIZHUB

Singapore 768160

 

Or

 

Mail the item back to the same address. Please seal the return box securely and send your parcel using a traceable mode of delivery. We will not be responsible for any lost parcel.

  1. After receiving the item, we will update you via email and process your return within 7 working days.
  2. Once your return is processed, a cheque will be mailed to your mailing address in our records. Please kindly update us beforehand if there is a change in mailing address.

 

How will I receive my refund?

 

Your return will be processed within 7 working days from the day we receive your parcel. You will receive the refund via cheque. An email update will be sent to you before the cheque is mailed to your mailing address.

 

Should there be a change in mailing address, please kindly inform us early to prevent delays in receiving your refund cheque.

 

 

Do I need to pay to return my order?

 

There are no additional charges for returns. All you have to do is pay for the postage or courier to send the item back to us. Alternatively, you can drop it off at the following address for free:

 

TLM Foot-Knee-Back-Arm Orthotics Center

1 Yishun Industrial Street 1 #04-14

A’POSH BIZHUB

Singapore 768160

 

 

What should I do if the refund amount is incorrect?

 

We are sorry for the inconvenience caused. Kindly email us at enquiry@tlmbrace.com.sg with your refund cheque number and bank name and we will process your request as soon as possible.

 

 

Can I exchange my order?

 

Footwear sold on TLM’s website is customised based on your foot shape. It is not possible to keep ready stock for customised shoes. Therefore, you can only request for an exchange if your purchase meets the following conditions:

  1. Defect item received
  2. Wrong item received

Please take a snapshot of your item/damaged area and email us your exchange request at enquiry@tlmbrace.com.sg within 2 days of receiving your purchase. Our representative will assist you through the exchange process.