Refund policy

Return and Refund Policy

  • All cancellations must be made prior to checkout. No cancellations will be accepted after checkout has been completed.
  • Orders may be cancelled by the company due to the following reasons:
  1. Customer has failed three (3) times to receive the order via home delivery;
  2. Customer has failed to collect their order from the nominated Click & Collect store within the five (5) day collection period;
  3. If the order has been evaluated as a potential case of fraud;
  4. Other cases when order cannot be fulfilled.
  5. In the event that the company cancels an order, it shall be in full, not partially/per item.
  • Customers will be duly notified in the event that an order has been cancelled.
  • For cancelled orders that were paid through credit card, refund shall be processed through credit card payment reversal following the company's standard processing period.
  • Promotional E-Vouchers and Coupon Discounts applied on the order cannot be reused for another order.
  • Requests will only be entertained within seven (7) days of receipt of the product.
  • Request may be made for the following reasons:
  1. If the products delivered is in damaged or defective condition; or
  2. If the product is near expiry or expired; or
  3. If the product delivered is incorrect or different from the order placed, or different from how it is described on the website.
  • Our company's Customer Service representatives may request the submission of electronic files, including photos, receipt, etc. to support the review process.
  • Return requests will be processed within 2 to 3 working days (Monday-Friday) after the complete set of supporting documents is received by the company.
  • Upon the approval, the Customer will be notified of the schedule of the product pick-up. 
  • Product pick-up schedule will depend on the location of the Customer.
  • Item(s) must be returned in its original and complete condition, unused, as of the time received from the company.  Items purchased as a set must also be returned as a set.  Customer must likewise enclose together with the product all gift items (if any), and proof of its purchase.
  • Returned items will then go through quality evaluation for next 48 hours upon receipt of the items. Certain products may require a longer quality evaluation period.
  • A notification will be sent to the Customer once the return and refund request has been approved.
  • The manner of refund will depend on the mode of payment originally made by the Customer:
  1. For credit card payments, refund will be done via payment reversal and may take 1 to 2 billing cycles, depending on your bank’s processing time. In case of delay, you may contact your card- issuing bank to get the details of the reversal.
  2. For cash-on-delivery (COD) payments, the amount will be refunded and credited to the Customer’s account.
  • The amount to be refunded will be computed based on the unit price paid in the original purchase.
  • If any e-Voucher or e-Coupon was redeemed for the relevant purchase, corresponding adjustments will be made.
  • Retail value of any unreturned gift item(s) will be deducted from the refund. All requests for refund will be reviewed on case-by-case basis and subject to the Company’s approval.
  • Refund of shipping fees may be approved for the following cases:
  1. If the approved item for return and refund was charged the “bulky” shipping fee
  2. If the approved item(s) for return and refund constitute the entire value of the original order.

The Company reserves the right to reject any exchange or refund for opened or used product in accordance with DTI rules and regulations. We shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result.