Orders, Delivery, Returns & Service Terms
This Refund & Returns Policy explains how Bio Aesthetic Holdings Pte Ltd manages online orders, delivery, product returns, exchanges, refunds, appointment cancellations, packages, service purchases and in-store purchase terms.
Last updated: May 2026Section 1
After placing an order on our website, you should receive an order confirmation email from hello@bioaesthetic.com.sg within approximately 15 minutes. Please check your junk or spam folder if you do not receive it.
If you do not receive a confirmation email and payment has not been processed, your order may not have been received. Please place a new order or contact our team for assistance.
We will try our best to assist with order changes before your package is shipped. Once an order has been shipped, amendments may incur additional shipping fees and any return shipping fees will be borne by the customer.
Section 2
For Singapore orders, standard delivery is available with order tracking. Delivery usually takes approximately 3–5 working days, excluding weekends and public holidays.
International delivery may be available to selected destinations. International shipping fees vary depending on destination, parcel weight and shipping method. Please contact us before making an overseas purchase if you require confirmation of shipping fees.
Section 3
In general, we do not accept refunds, returns or exchanges for online purchases due to hygiene, product integrity and packaging safety reasons. This is especially important for skincare, beauty and wellness products where it may be difficult to determine whether a product has been opened, used or compromised.
We may consider a refund or exchange on a case-by-case basis if the product is defective, expired or inaccurate upon delivery. Please contact us within 10 days of purchase with your order number and details of the issue.
Section 4
If a refund is approved, the refund will generally be processed back to the original method of payment within approximately 14 working days after we receive and assess the returned item, where applicable.
Processing times may vary depending on the issuing bank, payment provider or platform and may extend beyond 14 working days in some cases.
Where suitable, we may offer store credits as an alternative. Store credits may be issued more quickly, usually within approximately 1 working day after approval.
Section 5
In-store purchases of services, packages, products, trials, deposits and treatments are subject to the terms and conditions explained at the point of purchase and in any applicable forms or agreements.
All payments, deposits, packages and service purchases are generally non-transferable and non-refundable once the transaction has been processed, treatment has commenced or the product/service has been used.
The Company reserves the right to substitute products or services with another product or service of equivalent value where necessary. If an outlet is relocated, packages may be transferred to another suitable outlet.
Customers are responsible for personal belongings brought into our premises. We are not responsible for loss of money, valuables or personal items brought into our business premises or stored in lockers.
Section 6
We understand that unexpected changes may happen. If you need to cancel or reschedule your appointment, please contact us by WhatsApp or phone at least 48 hours in advance.
To better manage appointment availability, our team may contact you by phone or WhatsApp to confirm your appointment. If no confirmation is received by 4pm on the day before your appointment, your slot may be released to other clients.
Cancellations, rescheduling, non-replies or no-shows after the stated confirmation timing may be treated as last-minute cancellations. In such cases, a full session may be charged or deducted from your package.
Section 7
Package validity may vary depending on the value of the package purchased:
Expired packages may be reactivated at the Company’s discretion, subject to applicable terms. An expired package may be reactivated with a minimum purchase of S$600, with the old package extended by a further 3 months from the new purchase date.
Section 8
All payments must be made in full unless otherwise agreed. Any failure by the customer to use services, attend sessions or complete a treatment course does not relieve the customer of liability for outstanding amounts due.
Deposits are generally non-refundable. Deposit validity is limited, and any remaining payment must be made within the stated period. If payment is not completed within the required timeframe, the deposit may be forfeited.
Upon payment, the customer acknowledges the purchase of the product, service or treatment. Utilised treatments and opened products are strictly non-refundable.
Section 9
The Company reserves the right to terminate a customer’s rights to use facilities or services due to criminal offence, serious misconduct, uncivil behaviour, abusive behaviour, offensive conduct towards staff or customers, or breach of company rules.
In such cases, the customer will not be entitled to a refund of any payments made or any outstanding amounts owed to the Company.
If the Company agrees, at its discretion, to grant a refund for a service purchase, deductions may apply. These may include transaction charges, administrative charges, bank charges, home-care product charges, complimentary gift costs or other relevant deductions.
Section 10
Customers confirm that they are physically and mentally fit to proceed with their chosen treatments, packages or services. Customers should inform our team of any medical conditions, allergies, pregnancy status, medications, recent procedures or other relevant information before treatment.
Customers who are suffering from any medical condition or receiving medical treatment are advised to seek advice from their doctor before using our facilities, services, equipment or products.
The Company will not be responsible for harm arising from incomplete disclosure, failure to follow aftercare, failure to seek appropriate medical advice, or undertaking treatments despite known contraindications.
Section 11
For order, return, delivery, refund, package or appointment-related enquiries, please contact us before sending any product back or making further arrangements.
