1. Order Acceptance and Processing Time

Orders are processed and shipped within 5 business days after receipt of order confirmation email. Orders placed on weekends or holidays will be processed on the next business day.

We accept the order when we dispatch or supply the product.

However, sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our shipping areas as stated on our website or because the product was mispriced by us. When this happens, we will let you know as soon as possible and refund any sums you have paid.

2. We Charge You When You Order

If your product is goods, you will own it once we have received payment in full.

3. Shipping Methods and Costs

We offer standard shipping or self-collection.

Standard Shipping: Delivery within 14 business days via courier service available in Singapore.

Self-Collection: You may collect your order after you receive a confirmation email of self-collection from us. The following is the collection point;

4. Shipping Restrictions

We currently only ship to the following countries: Indonesia, Cambodia, Laos, Papua New Guinea, Philippines, Solomon Islands, Thailand, Vietnam, Malaysia and Singapore.

5. Order Tracking

In the event you have chosen “Standard Shipping” as your shipping method for your order, once your order has been shipped, you will receive a confirmation email with a tracking number. You can use this number to track your shipment through the courier service website which shall be notified to you in the event the orders are shipped out or by logging into your account on our site to check the order status.

6. Delivery Issues

If you experience any issues with your delivery, such as a delayed or missing package, please contact our customer service team at marketing-saadmin@hitachi-kenki.com. We will assist you in resolving the issue as quickly as possible.

If our supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our customer service team to end the contract and receive a refund for any products you have paid for in advance, but not received.

7. Products can vary slightly from their Pictures

A product's true colour may not exactly match that shown in our products site or its packaging may be slightly different.

8. Charges if you don't give us Information we need

We charge you additional sums if you don't give us information, we've asked for about how we can access your property for delivery. For example, we might need to re-deliver on another vehicle or with extra manpower or reschedule services.

9. Shipping Charges for Returns

In the case of returns or exchanges, the customer is responsible for return shipping charges unless the return is due to an error on our part or a defective product. For more information on our return policy, please refer to our Refund and Return Policy.

10. Shipping Insurance

We do not offer shipping insurance for standard shipping.

11. Delivery Times

Estimated delivery times are provided by our shipping carriers and are not guaranteed.

12. Address Accuracy

Please ensure that the shipping address provided is accurate and complete. We are not responsible for lost or delayed packages due to incorrect or incomplete addresses.

13. Shipping Damage

If your package arrives damaged, please contact us within [7 days] of receipt with photographic evidence of the damage. We will work with you to resolve the issue and arrange for a replacement or refund if applicable.

14. Prevention of Improper Resale and Diversion

(1) You shall not use, and shall not allow any third party to use, the products provided by us through transactions or any reproductions (or products produced using the relevant technologies) for the development, design, manufacture, storage, or use of weapons of mass destruction such as nuclear, chemical, biological, or missile weapons, for military purposes or for any other purpose that interferes with the maintenance of international peace and security.

(2) You shall not sell, transfer, export, lease, or license the products (or technology) provided by us through transactions or any reproductions (or products produced using the relevant technologies) to any person having any of the purposes specified in the preceding paragraph.

(3) You shall comply with all applicable laws and regulations relating to foreign commerce and trade and other applicable laws and regulations when exporting, selling, or transferring the products (or technology) provided by us through transactions or any reproductions (or products produced using the relevant technologies).

15. Compliance with Laws and Regulations

(1) You shall conduct its business in compliance with laws, including, without limitation, the anti-bribery laws, anti-money laundering laws, anti-terrorist financing laws, anti-trust laws, competition laws and human rights laws of any country or jurisdiction.

(2) You shall not participate in other forms of misconduct, including, but not limited to, fraud, collusion, coercion and facilitating payments in connection with any transaction or matter associated with its relationship to us; provided, however, in case of facilitating payments, if you shall make facilitating payments for avoiding threat on certain person’s life, body, safety or freedom ,or such facilitating payment is proved as lawful by applicable laws and regulations or documents issued by government authority, you may make facilitating payments by providing the report recording the accurate fact and truth of such payment.

(3) You shall not conduct any act or omission which constitutes unfair discrimination, human trafficking, child labor, forced labor, prostitution, organ trade and slavery, servitude, debt bondage, deceptive recruitment and shall not make any business relationship with any person or third party which conducts any of the abovementioned activities.

(4) You shall take all necessary actions to ensure compliance with this clause 15. If you were found to have violated or there is a potential risk of the User violating any obligation of this clause 15, you shall promptly notify us such event.

(5) In addition to all other rights and remedies stated here, if you were found or reasonably suspected to be in breach of any of the compliance provisions set forth in this clause 15, we shall have the right to terminate the transactions with you immediately, unconditionally and without penalty, upon serving the User a written notice of termination.

16. Governing Law and Arbitration

(1) The formation, validity, performance, and interpretation of these Terms and Conditions shall be governed by and enforced in accordance with the laws of Singapore.

(2) Any dispute arising out of these Terms and Conditions shall be settled by arbitration in Singapore in accordance with the rules of the Singapore International Arbitration Centre. The language to be used in the arbitral proceeding shall be English. The award therefrom shall be final and binding upon the parties concerned. The award therefrom shall be final and binding upon the parties.

17. Changes to Terms and Conditions

We reserve the right to modify or update this Terms and Conditions at any time. Any changes will be posted on our website, and your continued use of our services constitutes acceptance of the updated terms.

1. Return Eligibility

Products: We accept returns on most products within [7 days] of the delivery date. To be eligible for a return, items must be unused, unsealed for sealed products, in their original packaging, and in the same condition as when you received them.

Non-Returnable Items: The following items are non-returnable.
• goods that are made to your specifications or are clearly personalized (e.g., customized products: banner); and
• goods which become mixed inseparably with other items after their delivery.

2. Return Process

Request a Return: To initiate a return, please contact our customer service team at marketing-saadmin@hitachi-kenki.com with your order number and reason for return. Your request to return products will be processed on a case-by-case basis, and we may reject such requests in the event the product you have received was not damaged or defected, or any reason that is unreasonable.

Return Shipping: You are responsible for the cost of return shipping unless the return is due to a defect or an error on our part. We recommend using a trackable shipping service for returns.

3. Refunds

Refunds will be processed, subject to our acceptance to your request for refunds.

Processing Time: Once we receive and inspect the returned item, we will process your refund within [10 business days]. Refunds will be issued to the original payment method used at the time of purchase.

Shipping Charges: Original shipping charges are non-refundable. If your order included a free shipping promotion, the cost of shipping will be deducted from your refund.

Reduction from Refunds: We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.

Transaction Fees: Please note that you will be responsible for any transaction fees incurred to you during the purchase process. These fees may include, but are not limited to, processing fees charged by payment processors or banks. The refunded amount made under this clause 3 will be the original purchase price minus any applicable transaction fees.

4. Exchanges

Product Exchanges: We do not offer direct exchanges. If you wish to exchange a product, please return the original item, and place a new order for the replacement item.

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us within [7 days] of receipt with photographic evidence of the damage or defect. We will arrange for a replacement or issue a full refund, including shipping costs, if applicable.

6. Order Cancellations

Cancellations will be processed, subject to our acceptance to your request for refunds.

Before Shipment: If you wish to cancel an order, please contact us as soon as possible. We can cancel orders before they have been shipped. Once an order has been shipped, it can only be returned following our standard return process.

7. Late or Missing Refunds

If you have not received your refund within [10 business days] of receiving confirmation of your refund, please check with your bank or credit card company, as processing times may vary.

8. Return Address

Returns should be sent to the following address:
Hitachi Construction Machinery Asia and Pacific Pte. Ltd.
2 Pioneer Walk, Singapore 627856

9. Withdraw Products

We can stop providing a product. We let you know in advance, and we refund any sums you’ve paid in advance for products which won’t be provided.

10. Cancelation from Us

We can end our contract with you for a product and claim any compensation due to us if:
• You don’t, within a reasonable time of us asking for it, provide us with information or cooperation that we need to provide the product.

11. Limits to Compensation

We don’t compensate you for all losses caused by us or our products. We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in clause 6 of the Terms & Conditions.
• Avoidable. Something you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content we supplied and which you could have avoided by following our advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by us.
• A business loss.

12. Policy Changes

We reserve the right to update or modify this Refund and Return, Cancellation Policy at any time. Changes will be posted on our website, and any modifications will not affect orders placed prior to the change. Any changes will be posted on our website, and your continued use of our services constitutes acceptance of the updated terms.