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FREQUENTLY ASK QUESTIONS

RETURN & REFUND

  1. What is your return and refund policy?

    15 DAYS RETURN POLICY
    Incorrect or Faulty Products
    If you have received incorrect, damaged or faulty items, please provide details (including photos) within 15 days of purchase. We will verify whether you are entitled to a replacement with new products and provide instructions accordingly. Please include your order confirmation number in the subject line so we can find your order easily and process your request promptly.

    Missing Items
    We understand receiving your order on time and in good condition is important to you; it’s equally important to us! We do absolutely everything possible to ship and deliver your order on time and in good condition.

    Please contact our Customer Support Team at [email protected] so we can organize replacements for missing products. Please include your order confirmation number in the subject line so we can find your order easily and process your request promptly.  

    Other Issues
    If you encounter any other issue with or reaction to our product, please provide details, and we will respond to you.

    *Please note: We do not reimburse for the shipping cost.

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    How to Return Products
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    To be eligible, the item purchased must be returned to our warehouse within 15 days of delivery.

    The product must not have been used, show any signs of wear and tear, and the packaging must not have been damaged. If the packaging is damaged in any way or if the product has been opened or used, you will not be entitled to replacement.

    If you need to return products in accordance with this Policy, please contact our Customer Support Team at [email protected] to find out how to send damaged products back to our warehouse.

    Please always include your order number in the subject line as well as pictures of the products you wish to return.

    Shipping costs are the responsibility of the customer and are non-refundable. We recommend that you package the products appropriately and use a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.

  2. Can I get a refund if the price has changed?
    Sorry, we are unable to honor any cash refund, especially for orders placed outside of the promotional period as this would be unfair to the rest of our customers. We’re so sorry for any inconvenience, and we appreciate your understanding!

  3. Do you refund shipping cost if I return something?
    We may cover the shipping cost and provide a return label if the order is deemed incorrect. Please contact our Customer Support Team at [email protected] for assistance!

  4. My tracking status is marked as undeliverable. What should I do?
    Sometimes, the parcels are marked as undeliverable due to an incomplete/incorrect address, unclaimed, the addressee is unknown or has moved. You can always check with our shipping partner first. Don't worry, feel free to contact our Customer Support Team at [email protected] for assistance!

    Do provide us with your order number and your correct shipping address so that we can arrange for a re-ship.

  5. What happens if my parcel is returned to you?
    Sometimes, the parcels are returned due to an incomplete/incorrect address, unclaimed, the addressee is unknown or has moved. Don't worry, please contact our Customer Support Team at [email protected] for assistance!

    Do provide us with your order number and your correct shipping address so that we can arrange for a reshipment.

  6. I had an allergic reaction. Can I get a refund?
    The ingredients of the product are listed on the page to help you identify any sensitivities with certain ingredients. Different skin types and skin conditions may react differently to our products.

    It is always best to know and understand how your skin reacts to various products and ingredients.

    If you experienced an allergic reaction, please send our Customer Support Team at [email protected] a detailed description of what occurred along with the pictures.

    Please note that issues should be reported immediately or within 15 days of receipt of the item.
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