Refund policy

BTOmyhome.com - Digital Product Refund and Return Policy

Effective Date: 1st January 2025

1. Policy Overview

Thank you for choosing BTOmyhome.com for your HDB BTO 3D SketchUp model needs. We strive to provide high-quality, accurate digital products to aid in your renovation planning. Due to the nature of digital goods, which are delivered instantly upon purchase and cannot be physically returned, our policy is that all sales are final, non-refundable, and non-returnable.

By completing a purchase on BTOmyhome.com, you acknowledge that you have read, understood, and agree to the terms outlined in this Refund and Return Policy, which forms part of our overall Terms of Service.

2. Nature of Digital Products

Our products are digital files delivered in .SKP format via instant download. Once a digital product has been purchased and the download link has been made available or accessed, it is considered "used" and cannot be returned or exchanged. Unlike physical goods, there is no way to guarantee the return or non-use of a digital file once it has been delivered.

3. No Refunds or Returns - All Sales Final

Under normal circumstances, BTOmyhome.com does not offer refunds or accept returns for any digital products purchased through our website. This includes, but is not limited to, situations such as:

  • Accidental Purchase: Purchasing a model unintentionally or by mistake.

  • Incorrect Item Purchased: Purchasing the wrong BTO layout, wrong room type (e.g., 4-room instead of 3-room), or incorrect BTO project name.

  • Incorrect License Type Purchased: Purchasing a Personal Use License when a Commercial Use License was needed, or vice versa. It is the customer's sole responsibility to understand the license terms and select the appropriate license variant before completing the purchase. License details are clearly provided on each product page.

  • Change of Mind: Deciding you no longer need or want the product after purchase.

  • Software Incompatibility: Not having the required software (SketchUp - Free or Pro) or the technical ability to use the software or the downloaded .SKP file. Software requirements are clearly stated on product pages.

  • System Inability to Open/Use File: Issues related to the customer's specific computer hardware, operating system, installed software conflicts, or lack of software updates that prevent the opening or use of a functional .SKP file.

  • Finding an Alternative Product: Locating or purchasing a similar or alternative product after completing your purchase with us.

  • Not Meeting Subjective Expectations: Disappointment with the model if it functions as described but does not meet subjective aesthetic or usability preferences beyond the scope of the product description.

We strongly advise all customers to carefully review their shopping cart, product descriptions, and license selections before finalizing their purchase.

4. Responsibility for Purchase

Customers are solely responsible for ensuring that the product they intend to purchase is correct for their needs (e.g., correct BTO project layout, correct room type, correct license type) and that they possess the necessary software and technical capability to utilize the product as described. Product descriptions and FAQ sections are provided to assist customers in making informed decisions.

5. Exception: Defective or Non-Functioning Files

The only exception to our no-refund policy is if the digital file itself is proven to be defective, corrupted, or non-functional upon delivery due to an error originating solely from BTOmyhome.com's delivery system or file preparation process.

In such rare instances:

  • The customer must contact us via our Contact Us page within 7 (seven) days of the purchase date, providing the order number and detailed evidence (e.g., screenshots, error messages) demonstrating the file defect.

  • BTOmyhome.com will investigate the claim and verify the issue.

  • If the file is confirmed to be defective due to our error, our sole responsibility will be to provide the customer with a working replacement download link for the exact same product purchased.

  • A defective file does NOT constitute grounds for a refund. We will only provide a replacement file. Failure to contact us within the 7-day period with sufficient evidence will void eligibility for a replacement file.

6. Contact

For issues related solely to demonstrably defective files as outlined in Section 5, please contact us immediately via the form on our Contact Us page: [Link to your Contact Us page]

For all other inquiries, please review our FAQ page: https://btomyhome.com/pages/contact

7. Policy Modifications

BTOmyhome.com reserves the right to modify this Refund and Return Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. Your continued use of the website and purchase of products after any modifications indicate your acceptance of the revised policy.