1. Overview and Legal Entity
These Terms of Service govern the use of Stepfreshmat and the purchase of our entrance mat products. The website and brand are operated as an independent sole proprietorship based in Singapore. By accessing our website or placing an order, you agree to comply with these terms.
Website: www.stepfreshmat.com
Brand Name: Stepfreshmat
Support Email: entrance@stepfreshmat.com
Contact Telephone: 65+85113584
Operating Address: 50 KALLANG PUDDING ROAD #03-06, Singapore (349326)
2. Orders and Fulfillment
When you place an order on [www.stepfreshmat.com], you are submitting an offer to purchase our entrance mat products.
Order Processing: Orders are handled and dispatched directly under our oversight. Upon dispatch, customers receive automatic tracking notifications via email across key transit milestones to monitor shipment progress.
Standard Delivery Frame: Deliveries to European destinations typically require 5 to 12 working days, depending on carrier performance. In the event of exceptional transit delays exceeding standard timeframes, we coordinate with our carrier partners to investigate the matter and determine an appropriate resolution, such as a replacement or refund based on factual circumstances.
3. Risk of Loss and Title (EU Consumer Protection Compliance)
In compliance with European consumer protection legislation, the risk of loss or damage to goods passes to the consumer only upon physical receipt of the goods (i.e., when the consumer or a designated third party other than the carrier takes physical possession of the items). Items lost or damaged during transit prior to physical delivery remain our responsibility to resolve with the carrier.
4. Right of Withdrawal and Returns (European Consumers)
For customers residing within the European Union and the United Kingdom, statutory consumer rights apply regarding cancellations and returns.
14-Day Withdrawal Period: You possess the legal right to withdraw from your purchase within 14 days from the day you, or a designated third party, acquire physical possession of the goods, without providing any reason. To exercise this right, you must inform us via email at entrance@stepfreshmat.com before the withdrawal period expires.
Damaged or Defective Items: If you receive items that arrive damaged or possess visible flaws, you may contact our customer support team via email within a reasonable timeframe, providing photographic evidence of the issue. Upon verification of the provided photographs, we will arrange for a refund or replacement without requiring the physical return of the damaged item.
5. Limitation of Liability and Governing Law
Governing Law: These terms and any separate agreements whereby we provide products shall be governed by and construed in accordance with the laws of Singapore, without prejudice to mandatory consumer protection provisions of the customer’s country of residence within the European Union.
Liability Limitations: To the maximum extent permitted by applicable law, Stepfreshmat’s total liability for any claim arising from transactions conducted on shall not exceed the purchase price of the specific product in question.