RETURN AND REFUND POLICY

Last updated: 13 August 2026

OUJI (SINGAPORE) PTE. LTD. (“OUJI Singapore”, “we”, “us” or “our”) wants every order to reach you safely and in good condition. If something is wrong with your order, please let us know as soon as possible so that we can check it and help you resolve the issue.

As our products are personal care and hygiene-related items, we are unable to accept returns, exchanges or refunds for change of mind or personal preference. If a product has been opened or used, we can only review the request where the issue could not reasonably have been discovered before opening or first use.

When We Can Help

We will review a return, exchange or refund request if:

• you received the wrong item;
• the item was damaged when it reached you;
• the item appears to be defective when delivered; or
• the issue could only reasonably be discovered after opening or first using the item.

Please contact us within 7 days from the date of delivery so that we can review the issue promptly. Requests made after this period may not be accepted, except where otherwise required under applicable law.

What You Need to Provide

To help us review your request, please email us at eshop.sg@ouji.com with:

• your order number;
• clear photos or videos of the issue; and
• a short description of what happened.

Where reasonably possible, the product should be returned unused, unopened and in its original packaging. If the issue could only reasonably be discovered after opening or first use, please stop using the product immediately and keep the product and packaging until we complete our review. We may be unable to process your request if the product is further used, damaged after delivery, disposed of, or if the issue cannot be verified.

Non-Returnable Items

We do not accept returns, exchanges or refunds for:

• change of mind;
• incorrect product ordered by the customer;
• products that have been opened or used, unless the issue could not reasonably have been discovered before opening or first use;
• products damaged after delivery due to misuse, mishandling or improper storage;
• minor packaging imperfections that do not affect product quality; or
• clearance, promotional or final sale items, unless they are defective or incorrectly delivered.

If we approve a return because the item is defective, damaged upon delivery or incorrectly supplied, we will bear the reasonable return delivery costs. You must follow our return instructions and should not return the item until we have confirmed the return arrangements.

For any other return accepted by us as an exception, you will bear the return delivery costs unless we agree otherwise in writing. We may not reimburse any additional costs arising from the use of an unauthorized delivery method or failure to follow our return instructions.

Refunds

If your request is approved, we may, depending on the issue:

• replace the defective, damaged or incorrect item, where available; or
• issue a full refund if replacement is not available or appropriate.

Approved refunds will be processed to the original payment method within 7–14 business days after approval. The actual time for the refund to appear in your account may depend on your bank, card issuer or payment provider.

Contact for Return and Refund Requests

If you believe you have received a defective, damaged or incorrect item, please contact our Customer Service team at eshop.sg@ouji.com with your order details and supporting photos or videos. We will review your request and respond as soon as reasonably practicable.