RETURN & REFUND POLICY – SONG KHOE MOI NGAY

Effective Date: 13/8/2025

1. 14-DAY SATISFACTION GUARANTEE

We accept returns for any reason within 14 days of delivery, provided:

  • Products are unopened with original seals intact

  • Batch code matches invoice documentation

  • Accompanied by proof of purchase (e-mail invoice/order ID)

2. ELIGIBLE RETURN SCENARIOS

Scenario Conditions Refund Method
Defective/Damaged Items Provide unboxing video + delivery timestamp Full refund + $5 voucher
Wrong Product Delivered Submit photo comparison of received vs ordered item Free replacement + return shipping
Allergic Reactions Medical certificate confirming reaction + 50%+ product remaining Full refund + HSA consultation
Counterfeit Suspicions Verified via HSA Report or ScanSG authentication failure 200% compensation
Change of Mind Unused with protective seals intact; ≤S$100 value Store credit

3. NON-RETURNABLE ITEMS

❌ Personalized/tailored health products
❌ Temperature-sensitive pharmaceuticals (unless defective)
❌ Opened supplements with broken security seals
❌ Products beyond 14-day window

4. HEALTH-SPECIFIC RETURN PROTOCOLS

For HSA-Regulated Products (e.g., supplements, medical devices):

  1. Step 1: Notify us within 72 hours of issue discovery

  2. Step 2: Complete HSA Incident Report Form (provided by our team)

  3. Step 3: Product quarantine at designated CDC-approved facility

  4. Step 4: Independent lab testing at our expense

5. SINGAPORE-FRIENDLY RETURN PROCESS

SINGAPORE-FRIENDLY RETURN PROCESS

Drop-off Points:

  • Watsons/Guardian pharmacies

  • SingPost branches

  • Community Club receptions

6. REFUND METHODS

  • Bank Transfer: DBS/POSB/UOC/OCBC (1-3 business days)

  • PayNow: Instant processing (provide registered mobile number)

  • Store Credit: +10% bonus value for future purchases

Note: 8% GST refunded for all eligible returns

7. SPECIAL PROVISIONS

Lemon Law Compliance:

  • For manufacturing defects discovered within 6 months:
    ➤ Free repair/replacement
    ➤ Alternative product of equal value

Proof Requirements:

  • Transit damage: Unboxing video timestamped within 30 mins of delivery

  • Allergies: Polyclinic/GP certification + ingredient reaction analysis

  • Counterfeits: ScanSG verification failure report

8. CONTACT & DISPUTE RESOLUTION

Health Product Returns:
📞 0939463579
📱 WhatsApp: 0939463579

Dispute Escalation:
Singapore Mediation Centre Accredited
Case ID: SKMN-RMA-[YourOrderID]

Operating Hours:
Monday-Saturday: 8:30AM – 8:00PM
Closed on Public Holidays

“Your wellness journey deserves risk-free assurance – backed by Singaporean consumer protection standards.”
– Compliant with Singapore’s Consumer Protection (Fair Trading) Act & HSA Regulations