Refund policy
RETURN AND REFUND POLICY
CHALLENGER DIRECT+ PTE LTD (EPP STORE)
Last updated: 29 July 2026
This policy explains your rights to returns, exchanges, and refunds
for purchases made through the Employee Purchase Programme (EPP). It
should be read together with our Terms of Service.
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1. CHANGE OF MIND
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1.1 Given the preferential nature of EPP pricing, EPP purchases are
final and are not eligible for change-of-mind return or exchange.
This differs from Challenger's standard retail change-of-mind
policy, which does not extend to EPP purchases.
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2. DEFECTIVE OR NON-CONFORMING GOODS (LEMON LAW)
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2.1 Clause 1.1 does not, and cannot, affect your statutory rights. If
an item purchased under the EPP is defective, not as described,
or not fit for a purpose you told us about before purchase, your
rights under the Consumer Protection (Fair Trading) Act 2003
(Lemon Law) apply in full — including the right to a repair,
replacement, price reduction, or refund.
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3. ORDER CANCELLATIONS BY US
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3.1 Supplier cancellation or inability to supply. Where a brand or
supplier cancels, withdraws, or becomes unable to fulfil an Order
after it has been accepted, we will notify you as soon as
reasonably practicable and refund any amount already paid within
[14] Business Days.
3.2 Pricing errors. If an item was listed, quoted, or charged at an
incorrect EPP price due to a genuine error, we will either check
with you before charging any corrected (higher) price, or cancel
the Order and refund you within [14] Business Days. We will never
charge a corrected, higher price without your agreement.
3.3 Price increases. If a supplier's price increases after we've
accepted your Order, that increase is absorbed by us — it is
never passed on to you. If it happens before your Order is
accepted, you can choose to proceed at the new price or receive a
full refund within [14] Business Days.
3.4 Events beyond our control. Where a natural disaster, pandemic,
courier disruption, or similar uncontrollable event delays an
Order for more than 60 days, either party may cancel it, with a
refund for anything undelivered within [14] Business Days.
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4. REFUND AMOUNT
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4.1 The maximum amount refundable for an EPP purchase is the amount
you actually paid (after your EPP price and any discount code
applied) — not the item's original retail price or its
pre-discount promotional price.
Example: if an item's retail price is $1,000, its EPP price is
$800, and a discount code brought your total to $750, the most
refundable is $750.
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5. HOW TO RAISE A CLAIM
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5.1 Email epp@challenger.sg with your order details and a
description of the issue. We will acknowledge your claim within
[7] Business Days and assess it in good faith. If we decline a
claim, we will give you our reasons in writing.
5.2 If you're not satisfied with our response, you can escalate to
the Small Claims Tribunals or the Consumers Association of
Singapore (CASE) at any time — contacting us first is optional
and does not limit this right.
Nothing in this policy limits or overrides your rights under the
Consumer Protection (Fair Trading) Act 2003.