Terms of Service

1. About us

This website, kestrelaudio.com, is operated by Kestrel Audio Pte. Ltd., a private limited company registered in Singapore under company number 41 28 66 73, with its registered office at 71 Ayer Rajah Crescent, #04-12, Singapore 139951 (VAT GST Reg. No. 202118473K). You can reach us at support@kestrelaudio.com or +65 6812 4470.

By placing an order you confirm that you have read and agree to these terms, our Privacy Policy, our Shipping Policy and our Returns & Refunds Policy. If you do not agree, please do not order.

2. Your contract with us

Nothing on this website is a binding offer. When you place an order you make an offer to buy. Our order confirmation email is only an acknowledgement that we received it — the contract is formed when we send a separate dispatch confirmation, or when we begin preparing a made-to-order item, whichever happens first. If we cannot accept your order (for example because the item is out of stock or we cannot ship to your address), we will tell you and refund any amount already taken.

You may only buy from us as a consumer or as a business purchaser. If you are buying on behalf of a business, you confirm you have authority to bind it. Nothing in these terms limits rights you have under mandatory consumer law in your country of residence.

3. Products

We describe each product as accurately as we can, including dimensions, materials and care instructions. Because our pieces are made by hand in small batches, slight variation in colour, glaze and grain is normal and is not a defect. Photographs are illustrative; screens display colour differently.

Product availability is shown on each page and updated automatically. If an item sells out between your order and dispatch, we will contact you and offer a full refund or an alternative. Made-to-order and personalised items cannot be cancelled once production has started, except where the law requires otherwise.

4. Prices, currency and tax

• All prices are shown in US dollars (USD). You may switch the display currency to EUR, GBP, CAD, AUD or SGD using the selector in the header; the amount charged is always the amount confirmed at checkout.
• For deliveries within the EU, prices include Singapore GST at the applicable rate. For deliveries outside the EU, prices exclude local sales tax and import duties, which are calculated and shown separately at checkout before you pay.
• The delivery cost is shown in the checkout summary before payment. Orders over $80 ship free to the EU and the US; other destinations ship free over $150.
• We may change prices at any time, but the price confirmed at checkout applies to your order. If a price was displayed incorrectly and the error is obvious, we may cancel the order and refund you in full.

5. Orders

Before you pay, the checkout shows a summary of the items, the total price in your chosen currency, delivery cost, duties and taxes, and your delivery address. Please check it carefully — we cannot reroute a parcel once it has left our warehouse, although you may be able to change the address with the carrier directly.

We may refuse or cancel an order if we suspect fraud, if the order is for resale in breach of section 13, if there has been a pricing or stock error, or if we are legally required to do so. In that case you will receive a full refund.

6. Payment

We accept Google Pay, Visa, Mastercard, American Express, PayPal and, in selected countries, Klarna. Payment is taken when your order is accepted, not when you submit it — a pending authorisation may appear on your statement briefly and is released automatically by your bank.

• Google Pay: your card details are tokenised by Google and never reach us. Payment is processed by our PCI DSS Level 1 payment provider.
• Security checks: all transactions pass through 3-D Secure / Strong Customer Authentication where required. We may ask for additional verification before dispatch.
• Currency conversion: if your card is issued in a currency other than the one you are charged in, your bank may apply its own exchange rate and fees. We do not control these.
• Statement descriptor: charges appear as KESTREL on your statement.

If a payment is reversed or charged back without a valid reason while goods are in transit or delivered, we may suspend further orders and recover the goods or their value.

7. Delivery

We dispatch from Singapore (EU orders) and Rotterdam (US and Asia-Pacific orders). Orders placed before 14:00 local time on a business day are normally dispatched the same day; otherwise the next business day. Delivery estimates, carriers and rates are set out in our Shipping Policy.

Risk in the goods passes to you when they are delivered to the address you gave us or to a carrier pickup point you selected. Ownership passes when we have received payment in full. If delivery fails because of an incorrect address or because you do not collect the parcel within the carrier's holding period, the goods may be returned to us; in that case we will refund the product price less the original outbound shipping cost and any return charge.

8. Duties, taxes and customs

For most destinations we ship on a delivered duty paid (DDP) basis: import duties and taxes are calculated at checkout, collected by us, and paid to the relevant authority. You will not be asked for additional payment on delivery.

For a small number of destinations, or where DDP is unavailable, orders ship DDU and you are the importer of record. In that case the carrier will contact you to collect duties and taxes before delivery. Refused parcels that are returned to us are refunded less any duties, taxes and return freight we have incurred.

9. Right of withdrawal (EU/EEA and UK)

If you are a consumer in the EU/EEA or the UK, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason. We voluntarily extend this to 30 days for all customers.

To exercise the right, email returns@kestrelaudio.com with your order number, or use the model withdrawal form below. You must send the goods back within 14 days of telling us. You are responsible for the direct cost of returning the goods, except where we offer a prepaid label (EU and US orders) or the goods are faulty.

You may handle the goods to establish their nature and characteristics, but you are liable for any diminished value caused by handling beyond what is necessary. Personalised items, gift cards and sealed hygiene products that have been unsealed are excluded from the right of withdrawal.

10. Faulty or damaged goods

Goods are delivered with the statutory conformity guarantee. In the EU this is two years from delivery; in the UK, six years in England and Wales and five in Scotland under the Consumer Rights Act, subject to the usual rules. If something arrives damaged, faulty or is not what you ordered, contact us within 30 days of delivery with your order number and a photograph, and we will arrange a replacement or a full refund including delivery costs at our expense. Full details are in our Returns & Refunds Policy.

Normal wear, misuse, incorrect care (for example machine-washing a hand-wash item) and minor handmade variation are not covered.

11. Gift cards and promotions

Gift cards are valid for 24 months from purchase, are not redeemable for cash, and can be used in any currency at the daily conversion rate. Promotional codes cannot be combined unless stated, have no cash value, and may be withdrawn if we reasonably suspect abuse. Where a discount is applied, refunds reflect the amount actually paid.

12. Intellectual property

All content on this site — photographs, illustrations, product designs, text, logos and the KESTREL name — is owned by us or licensed to us and protected by copyright, design and trademark law. You may share links and use our images for editorial, non-commercial purposes with attribution. You may not copy our product designs, scrape the site, or use our content to train commercial models without written permission.

13. Website use

You agree not to use the site unlawfully, to interfere with its operation or security, to place fraudulent orders, or to buy for resale without our written agreement. We may suspend or cancel your access and any related orders if you breach these rules.

14. Liability

We do not exclude or limit our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded. Subject to that, if we fail to comply with these terms we are responsible for loss you suffer that is a foreseeable result of our breach, but we are not responsible for loss that was not foreseeable, for loss of profit or business opportunity, or for indirect losses.

Our total liability for any order is limited to the amount you paid for that order. Nothing in these terms affects your statutory rights as a consumer.

15. Events outside our control

We are not liable for delay or failure caused by events beyond our reasonable control — for example carrier strikes, customs delays, extreme weather, or failures of payment infrastructure. We will tell you promptly if this happens and, if the delay is substantial, you may cancel and receive a full refund.

16. Governing law and disputes

These terms are governed by the laws of Singapore. If you are a consumer resident in another EU country, you also benefit from the mandatory consumer protection rules of that country, and you may bring proceedings in the courts of your own country of residence.

We would much rather solve a problem directly: please write to support@kestrelaudio.com first, and we will respond within two business days. EU consumers may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr. In Singapore, complaints may be submitted to the Consumers Association of Singapore (CASE) or the Small Claims Tribunals.

17. Changes to these terms

We may update these terms from time to time. The version in force when you place an order is the one that applies to that order. Material changes are announced on this page with a new version number and date.

18. Legal imprint

We are responsible for the content of our own pages. We are not responsible for the content of external websites we link to. Online dispute resolution information is provided in section 16.