Our Complaints Policy
How to raise a concern with Aquaholic Gifts, and how we acknowledge, investigate and resolve complaints fairly and efficiently.
Submitting a Complaint
To ensure a prompt and effective resolution of your concerns, please follow these steps when submitting a complaint:
Contact us — send an email to [email protected] or call us at (+65) 6589 8175 to submit your complaint. Please include your name, contact information, and a clear description of the issue or concern.
How We Handle Your Complaint
If you are not satisfied with the initial resolution, you have the option to escalate your complaint and it will be channelled to the appropriate level in our organisation.
- Acknowledgment: We will acknowledge receipt of your complaint within 2 business days. The acknowledgment will include a reference number for your complaint.
- Investigation: Our dedicated team will conduct a thorough investigation into your complaint, considering all relevant details and records.
- Resolution: We aim to resolve your complaint as swiftly as possible. If additional time is required, we will keep you informed of the progress and provide an estimated timeline for resolution.
- Response: Aquaholic Gifts will communicate the outcome of our investigation, along with any actions taken to address your complaint. Our goal is to provide a fair and satisfactory resolution.
Feedback
We appreciate your feedback and strive for continuous improvement. Suggestions or comments are encouraged and can be sent using the same contact information provided for complaints.
Aquaholic Gifts is committed to addressing and resolving complaints fairly and efficiently, in accordance with applicable laws and regulations. Your concerns are vital to us, and we are grateful for the opportunity to address them.
General Disclaimer
This Disclaimer applies to all products, services and information provided by Aquaholic Gifts Pte Ltd (“Aquaholic Gifts”, “we”, “us” or “our”) through our website at www.aquaholic.com.sg and through our sales and production processes.
As a custom-print and corporate gifting specialist, certain variations and limitations are inherent to the nature of our business. We ask that you read this Disclaimer carefully so you understand what to expect when ordering with us.
This Disclaimer should be read together with our Terms & Conditions and Privacy Policy, which collectively govern your relationship with Aquaholic Gifts.
Product Variations
Our products are custom-produced using a range of printing methods including screen printing, heat transfer, embroidery, laser engraving, UV printing and pad printing. Due to the nature of these processes:
- Colour variations — Colours displayed in digital mockups may differ slightly from the final printed product due to differences between screen colour profiles (RGB) and print colour profiles (CMYK/Pantone). We recommend providing Pantone colour codes for colour-critical orders.
- Material variations — Product colour, texture and finish may vary slightly between production batches. We aim to minimise batch-to-batch variation but cannot guarantee exact consistency across separate orders.
- Dimensional tolerances — Minor variations in size and placement of printed areas (±2–3mm) are considered acceptable within industry standards.
- Product availability — Specific product models, colours or materials may be subject to availability. We will notify you of any substitutions prior to production.
If colour accuracy is critical for your order (e.g. strict brand guidelines), please request a physical pre-production sample before full production commences. Sample charges and lead times apply.
Product Images
Product images displayed on our website, digital mockups, social media channels and printed materials are for illustrative purposes only. They are intended to give a general representation of the product and print quality.
- Images may show products in colours or configurations that differ from what is currently available
- Lifestyle photography may show products styled or displayed differently from how they are supplied
- Digital mockups are computer-generated representations and may not accurately reflect the exact final print position, colour depth or texture
- Screen resolution, brightness and colour calibration of your device may affect how colours appear
We always recommend reviewing the digital mockup on a calibrated display and, where colour accuracy is important, requesting a physical sample.
Personalised & Custom Content
When you provide artwork, logos, text or other content for customisation (“Customer Content”), the following terms apply:
- You are solely responsible for the accuracy, spelling, grammar and completeness of all Customer Content submitted
- Aquaholic Gifts will reproduce Customer Content as provided — we do not proofread or fact-check submitted content
- You confirm that you own or have the right to use all intellectual property within the Customer Content
- Aquaholic Gifts does not assume responsibility for errors, misspellings or inaccuracies in Customer Content once production has been approved
- Production will not commence until you have formally approved the digital mockup — please review all details carefully before approval
Before approving your mockup: check all text for spelling and grammar, verify logo placement and sizing, confirm Pantone or HEX colour codes if applicable, and ensure all legal or regulatory marks required on your product are included.
Website Information Accuracy
Our website at www.aquaholic.com.sg provides information about our products, services, pricing and processes. While we make every effort to ensure the accuracy and currency of this content, we do not guarantee its completeness, relevance or timeliness.
- Pricing displayed on the website is indicative only. Final pricing is confirmed via written quotation and may vary based on quantity, customisation complexity and materials
- Product specifications, lead times and MOQ information are subject to change without prior notice
- Blog articles and guides are for informational purposes — they do not constitute professional legal, regulatory or procurement advice
Users should verify all relevant information with our sales team before making decisions based on website content.
Links to Third-Party Websites
Our website may contain links to external websites for reference or convenience. Aquaholic Gifts does not endorse, control or take responsibility for the content, privacy practices or accuracy of any third-party website. Accessing external links is done at your own risk.
Updates to This Disclaimer
Aquaholic Gifts reserves the right to update or revise this Disclaimer at any time without prior notice. The most recent version will always be published on this page. We recommend reviewing this page periodically. Continued use of our website or services following any update constitutes acceptance of the revised Disclaimer.
Questions & Concerns
If you have any questions about this Disclaimer, a product variation, or an order in progress, our team is ready to help:
Get in touch with us
Available Monday – Friday 9am–6pm · Saturday 9am–1pm SGT.