We hope you love every product you receive. If something isn’t right with your order, our team is here to help.
Due to the personal and hygienic nature of skincare products, we are generally unable to accept returns or exchanges for change of mind. However, if your order arrives damaged, defective, or incorrect, please contact us and we’ll work with you to make it right.
Damaged, Defective or Incorrect Products
If you receive a product that is damaged, defective, or different from what you ordered, please contact us at hello@zyu.com.sg within 7 days of receiving your order.
To help us resolve your request as quickly as possible, please include:
- Your order number
- A brief description of the issue
- Clear photographs or videos of the product, packaging, and any damage where applicable
Please keep the affected product and its original packaging until our team has reviewed your request, as we may require additional information before approving a replacement or refund.
Once reviewed, we may offer a replacement, exchange, store credit, or refund, depending on the circumstances and product availability.
Change of Mind
As skincare products are personal-use and hygiene-sensitive items, we do not generally accept returns or exchanges because you have changed your mind, ordered the wrong product, or no longer wish to use the product.
We encourage you to review the product information and recommended usage on our website before placing your order. If you’re unsure which product is right for you, you’re always welcome to contact us before purchasing.
Refunds
Where a refund is approved, it will be issued to your original payment method.
Please allow several business days for the refund to appear after it has been processed. The exact timing will depend on your bank, card issuer, or payment provider.
Original shipping fees are generally non-refundable unless the refund relates to an error on our part, a defective product, or where otherwise required by applicable law.
If only part of your order is eligible for a refund, we may issue a partial refund for the affected product(s).
Returns
Please do not send products back to us without first contacting our team.
If a physical return is required, we will provide you with the appropriate return instructions after reviewing your request.
Unauthorised returns may not be accepted or eligible for reimbursement.
Where the return is required because an item was defective, damaged, or incorrectly supplied by us, we will advise you regarding the applicable return arrangements.
Orders Purchased Through Other Retailers
If you purchased our product through an authorised retailer, marketplace, clinic, or other third party, your purchase will generally be subject to that retailer's returns and refunds policy.
Please contact the original place of purchase directly for assistance.
For products purchased directly through us, you can contact us at hello@zyu.com.sg.
Need help with an order?
Contact us at hello@zyu.com.sg with your order number and our team will assist you.
