Refund policy
Exchange & Return Policy
Wrong item ordered / change of mind
We're unable to offer exchanges for incorrect orders or change-of-mind purchases, whether or not the item has been opened.
Here's why: once a product leaves our facility, we have no way to verify how it was stored, whether it was exposed to heat or moisture, or whether the seal remained fully intact the entire time. Supplements are consumables - putting a returned item back into inventory and out to another customer is a food safety risk we're not willing to take.
As a one-time gesture of goodwill, if you've ordered the wrong item and the box is completely unopened with the seal intact, you're welcome to drop by our office to exchange it for the correct product. Please contact us first to arrange this.
For future exchanges, you're welcome to do so, but courier fees and any related costs are borne by you. Alternatively, you can drop by our office in person. Returned items cannot go back into inventory regardless - they will be disposed of or consumed internally.
Our office: 4 Ang Mo Kio Ave 12, #05-01, Singapore. Mon-Fri, 9am-6pm (excluding public holidays). Take the lift next to the restaurant up to Level 5.
Error on our end (wrong item shipped / damaged / missing)
If we made the mistake, we'll fix it. No questions asked. Contact us with your order number and a photo if applicable, and we'll arrange a replacement or refund.
Marketplace orders (Shopee, Lazada, TikTok Shop)
Return and refund requests for marketplace orders are governed by each platform's own seller return policy, not this page. Please initiate your request directly through the platform.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Effectiveness concerns
If you've completed a full bottle and haven't seen the results you expected, we have a separate effectiveness exchange process. Learn more here.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at enquiry@estalife.sg.