Return & Refund Policy

At ELUMÉ^™, we take pride in crafting premium dermocosmetic formulations backed by science. Your satisfaction and safety are our priority. This policy outlines the terms under which returns, exchanges, and refunds are handled. Nothing in this policy limits your statutory rights under Singapore law (see Section 11).

1. Defective or Damaged Products

If your product arrives damaged, defective, or does not match the description on our website, you are entitled to a remedy under Singapore's Consumer Protection (Fair Trading) Act ("CPFTA").

• Fastest resolution: report within 14 days of delivery for the quickest replacement or refund.
• Your statutory window: under the CPFTA "Lemon Law", you may claim on a defective product for up to 6 months from delivery. A defect found within 6 months is presumed to have existed at delivery unless we can show otherwise.
• How to claim: email info@elume.sg with your order number, a photo of the product, and a description of the issue.
• Resolution: we will offer a replacement or a full refund to your original payment method within 5–7 business days of approval.

2. Adverse Reactions

Your skin's wellbeing matters to us. If you experience an adverse reaction that you believe is related to one of our products:

• Timeframe: report within 30 days of delivery.
• How to claim: email info@elume.sg with your order number, a photo of the affected area, and a brief description of the reaction.
• Resolution: upon review, we will issue a full refund or exchange. We may request additional information for our post-market safety records, as required by the Health Sciences Authority ("HSA").

Patch Test Advisory: we recommend performing a patch test on a small area of skin 24–48 hours before first use, particularly for products containing active ingredients.

Health Supplement Advisory: our ingestible products (such as NMN+ 99.9 and the Longevity Ritual) are health supplements, not medicines, and are not intended to diagnose, treat, cure, or prevent any disease. Use only as directed and do not exceed the recommended daily dose. We recommend consulting your doctor or a qualified healthcare professional before use if you are pregnant or breastfeeding, taking medication, or managing a medical condition. Keep out of reach of children, and discontinue use if any adverse reaction occurs.

3. Unopened & Sealed Products

Unopened products in original, sealed condition may be returned for an exchange or store credit.

• Timeframe: within 14 days of delivery.
• Condition: product must be unused, unopened, and in its original packaging with all seals intact.
• Return shipping: the customer is responsible for return shipping costs unless the return is due to our error.

4. Opened or Used Products

For hygiene and safety reasons, we cannot accept returns on opened or used products unless they are defective (see Section 1) or have caused an adverse reaction (see Section 2).

5. Wrong Item Shipped

• How to claim: email info@elume.sg within 14 days of delivery with your order number and a photo of the item received.
• Resolution: we will ship the correct item at no additional cost and arrange for the return of the incorrect item at our expense.

6. Non-Delivery or Lost Parcels

If your order does not arrive, or tracking shows it as delivered but you have not received it:

• Timeframe: report within 14 days of the expected delivery date (or the date the carrier marked it delivered).
• How to claim: email info@elume.sg with your order number and any delivery confirmation you received.
• Resolution: we will open an investigation with the courier. Once a parcel is confirmed lost, we will ship a replacement or issue a full refund to your original payment method within 5–7 business days. For parcels marked delivered, we may ask you to check with neighbours or your building's mailroom and, where the courier requires it, to confirm non-receipt in writing.

7. Sale & Promotional Items

Items purchased at a discounted or promotional price are final sale and not eligible for returns or exchanges, except where they are defective (Section 1) or have caused an adverse reaction (Section 2). The final-sale status of such items is disclosed at the point of purchase.

8. Bundles

Bundle sets must be returned as a complete set. Partial returns of individual items from a bundle are not accepted.

9. Refund Processing

• Approved refunds are processed to the original payment method within 5–7 business days.
• Depending on your bank or card issuer, it may take an additional 3–10 business days to appear on your statement.
• Refunds are issued in SGD at the amount charged at the time of purchase.
• If your original payment method is no longer available, contact us and we will arrange store credit or an alternative refund method.

10. How to Initiate a Return

1. Email info@elume.sg with your order number and reason for return.
2. Our team will respond within 2 business days with return instructions.
3. Ship the item to the address provided (return shipping at the customer's expense unless otherwise stated).
4. Your refund or exchange will be processed upon receipt and inspection.

11. Your Statutory Rights

Nothing in this policy limits or excludes your statutory rights under the Consumer Protection (Fair Trading) Act or any other applicable Singapore law. Where this policy offers more than the law requires, those additional benefits are offered as a goodwill gesture and do not affect your underlying legal rights.

12. Contact Us

For any questions about this policy, email info@elume.sg. We respond within 2 business days.