Tong Hai Medical Pte. Ltd.

Practical Care. Local Commitment.

At Tong Hai Medical, we are committed to providing a welcoming, professional and respectful environment for our customers, caregivers, visitors and employees.

We understand that purchasing medical supplies, nursing consumables and rehabilitation equipment can involve urgent needs, difficult circumstances and unexpected challenges. Our team strives to provide practical assistance with patience, courtesy and care.

We believe that respect is mutual, and we ask everyone to treat our employees and one another with the same consideration and respect.

1. Respectful Communication

We welcome questions, feedback, concerns and disagreements. Customers are entitled to seek clarification, express dissatisfaction and request management assistance when something has not met their expectations.

We ask that communication remains civil and focused on resolving the matter.

The following behaviours are not acceptable:

• Shouting, yelling or communicating in a threatening or intimidating manner.

• Personal insults, name-calling, belittling or degrading remarks.

• Repeated personal accusations or hostile comments directed at employees rather than the matter being discussed.

• Discriminatory abuse, harassment, threats or aggressive behaviour.

• Conduct that causes reasonable concern for the safety or well-being of employees, customers or visitors.

These expectations apply to interactions at our retail premises, during deliveries and other services, and through telephone, WhatsApp, email, online platforms or other communication channels.

Customers may disagree with our decisions or criticise our policies without being considered disrespectful merely for doing so.

2. When We Cannot Accommodate a Request

Our employees are responsible for following established company policies, product requirements, safety procedures and operational arrangements.

There may be occasions when we are unable to accommodate a requested exchange, product substitution, delivery timing, order amendment or other arrangement.

We recognise that these decisions may be disappointing.

Customers are welcome to request an explanation or management review. However, dissatisfaction with a company decision does not justify personal hostility, intimidation or abuse directed at the employee assisting them.

3. Pricing, Discounts and Commercial Decisions

Tong Hai Medical endeavours to offer competitive and reasonable prices while maintaining product availability, reliable service and practical customer assistance.

Our selling prices may change over time due to supplier pricing, procurement costs, operating expenses, market conditions and other commercial factors.

Prices, promotional offers and discounts previously extended do not necessarily remain available for future purchases.

While customers are welcome to enquire about pricing, request clarification or compare offers from other retailers, Tong Hai Medical does not guarantee that its prices will always be the lowest in the market or match those offered by other businesses.

Any discounts, promotional prices or special arrangements remain subject to their applicable conditions and confirmation by Tong Hai Medical.

We respect every customer's decision to purchase from another retailer where its products or prices better suit their needs.

We ask that pricing discussions remain courteous and respectful. Disagreement with a quoted price does not justify personal criticism, intimidation or abusive behaviour towards our employees.

Nothing in this section affects any price or promotional commitment already accepted by Tong Hai Medical, or any applicable rights under Singapore law.

4. Management Assistance and Escalation

Where a conversation becomes disrespectful, abusive or confrontational, our employees may request that communication remain civil and seek management assistance.

Management may review the circumstances, explain the applicable arrangements and determine an appropriate way forward.

Management assistance is intended to facilitate a fair review and appropriate resolution. It does not create an obligation to continue an abusive or threatening interaction indefinitely.

If such behaviour continues, management may pause or conclude the interaction, arrange for further communication through a designated channel or take other reasonable steps to protect those involved.

Where necessary for safety, an individual may be asked to leave our premises or an in-person interaction may be discontinued.

Serious threats, violence or harassment may be referred to the relevant authorities where appropriate.

Any action taken will be considered according to the circumstances and applicable law.

5. Online Communication, Reviews and Digital Conduct

Our expectations of respectful communication extend to telephone calls, WhatsApp messages, emails, online reviews, social media and other digital platforms.

Tong Hai Medical welcomes genuine customer reviews, including constructive criticism and accounts of unsatisfactory experiences. Customers are free to express their opinions and raise legitimate concerns about our products, services and business practices.

However, the following conduct is not acceptable:

• Sending repeated abusive, insulting, threatening or harassing messages to employees or management.

• Targeting individual employees with degrading remarks, personal attacks or intimidation through online platforms.

• Publishing or circulating private information about employees, customers or other individuals without appropriate authorisation.

• Knowingly making or disseminating false or misleading statements of fact about Tong Hai Medical, its employees or its services.

• Creating or coordinating fabricated reviews, impersonation or other deceptive online activity.

• Encouraging others to threaten, harass or intimidate our employees or other individuals.

• Using threats or intimidation to pressure employees into providing unauthorised refunds, exchanges, discounts or other concessions.

Where serious or repeated misconduct occurs, Tong Hai Medical may preserve relevant communications and records, refer the matter to management, report content that violates platform rules or seek assistance from the appropriate authorities or legal advisers.

Any response will be considered according to the circumstances and applicable law.

This policy is not intended to prevent customers from publishing honest reviews, making legitimate complaints, seeking lawful remedies or expressing disagreement with our business decisions.

6. Order Changes, Delivery Arrangements and Service Limitations

Tong Hai Medical endeavours to accommodate reasonable customer requests within our available resources, operating procedures and agreed service arrangements.

However, repeated amendments to confirmed orders, requests for urgent fulfilment, extended delivery handovers or arrangements outside our standard services may affect our ability to assist other customers.

Requests to amend confirmed orders remain subject to approval, stock availability, processing requirements and operational capacity.

Delivery dates, estimated arrival times and handover arrangements are subject to our Delivery Information & FAQ and any separately agreed terms.

Where a requested arrangement cannot reasonably be accommodated, management may propose an alternative, establish suitable conditions for future transactions or decline the requested arrangement.

Customers are encouraged to confirm their requirements before placing an order to minimise unnecessary changes and delays.

7. Review of Future Business Arrangements

Tong Hai Medical values long-term customer relationships. However, we recognise that not every requested arrangement can be supported within our available resources.

Where there is a repeated pattern of unreasonable demands, persistent disregard of agreed arrangements, excessive operational disruption or abusive conduct, management may review whether further business can reasonably be undertaken.

Following such a review, Tong Hai Medical may establish reasonable conditions for future orders, limit particular service arrangements or decline to accept new orders, where lawful.

These decisions will be based on relevant conduct, operational considerations and the circumstances of the business relationship, rather than personal characteristics or a customer's decision to raise a legitimate complaint.

Any existing confirmed orders, payments, outstanding obligations or legitimate customer complaints will continue to be handled in accordance with the applicable terms and Singapore law.

8. Our Commitment to Customers

Respect is mutual.

Tong Hai Medical expects its employees to communicate professionally, explain relevant policies and arrangements accurately, and treat customers fairly.

We remain committed to investigating legitimate concerns, correcting mistakes and providing appropriate remedies where required.

Customers may continue to raise genuine complaints, request management review or exercise their lawful rights even where a difficult interaction has occurred.

Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded or limited under applicable Singapore law.

9. Contacting Management

If you believe a matter requires further review, you may contact Tong Hai Medical through our designated business communication channels.

Tong Hai Medical Pte. Ltd.

Telephone: +65 6453 7075

WhatsApp: +65 9027 7888

Email: healthcare@tonghai.sg

Thank you for helping us maintain a respectful, safe and considerate environment for everyone.

Last updated: 18 October 2026