1. Corporate Identification & Policy Scope

This policy applies directly to all purchases executed through our official e-commerce storefront at y14ja2-sg.myshopify.com. The legal entity managing all fulfillment, customer support, and return processing operations is detailed below:

2. 30-Day Return Eligibility Period

We offer a 30-day return policy. You have 30 calendar days from the date your package is marked as delivered by the logistics carrier to request a return or exchange for eligible items.

3. Crucial Hygiene & Sanitary Seal Requirements

Due to strict health protection and hygiene regulations regarding personal care and oral/skin hygiene products, products in our catalog must satisfy mandatory condition standards to qualify for a return:

4. Non-Returnable & Exempt Items

In strict adherence to EU health and safety mandates, the following circumstances render items strictly non-returnable:

• Any wet wipe package where the adhesive seal or flip lid has been opened, broken, or tampered with.
• Toothpick dispensers or cotton swab containers that have been opened or unsealed after delivery.
• Items returned past the 30-calendar-day window from the delivery confirmation date.
• Products damaged through improper consumer storage (e.g., wet wipes left unsealed in heat leading to moisture loss after delivery).

5. Damaged, Defective, or Incorrect Shipments

We inspect all outbound personal care orders prior to dispatch. However, if your order arrives damaged during transit (e.g., crushed boxes, torn wet wipe packets causing moisture leakage, or incorrect items dispatched), we will issue an immediate replacement or full refund at zero additional cost to you.

Fast-Track Claim Process:

• Contact us at [email protected] within 48 hours of package delivery.
• Include your Order Number (e.g., #1001) and full name in the subject line.
• Attach clear photographs or a short video clip showing the damaged outer box and affected product seals.
• Once verified, a prepaid return shipping label or direct replacement item will be issued immediately.

6. Step-by-Step Return Authorization Protocol

To initiate a standard return for sealed, eligible items, please strictly follow the authorized process below:

• Step 1 (Submission): Email [email protected] with your order confirmation and reason for return.
• Step 2 (Review & RMA): Our team will review your eligibility and issue a Return Merchandise Authorization (RMA) along with the return address details.
• Step 3 (Packaging): Securely pack the unopened items in their original protective shipping carton to prevent damage in transit.
• Step 4 (Dispatch): Ship the package using a trackable courier service. Please note that return shipping costs for non-defective returns are the responsibility of the customer.

7. Refund Inspection & Processing Timelines

Once your returned package is delivered to our inspection facility, our quality control team will inspect the items to verify that factory seals remain intact:

• Inspection Notice: You will receive an email notification confirming receipt and inspection status within 2 business days of arrival.
• Refund Authorization: Upon approval, your refund will be processed back to your original payment method (Credit Card, Debit Card, or PayPal).
• Payout Timeline: Most banking institutions process refunds within 3 to 5 business days. Please allow up to 7 business days for the credit to reflect on your official bank statement.

8. Exchanges & Order Cancellations

Exchanges: The fastest way to exchange an unopened item (e.g., swapping standard cotton swabs for eco-bamboo swabs) is to return the original unopened item for a refund and place a new order online.

Cancellations: Orders may be canceled within 2 hours of placement by emailing support. Once an order has been picked and handed to our shipping carrier, it cannot be canceled and must follow the standard return process.