Refund policy
RETURN & EXCHANGE POLICY
LF Health and Beauty Solutions Pte Ltd
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OVERVIEW
At wangyuansg.com, we want you to be completely satisfied with your purchase. Please read this policy carefully as different rules apply to our different product categories — camel milk powder, camel milk, and the KeepFit moxibustion massager.
For all enquiries, please contact us at lfhbspl@gmail.com or call/WhatsApp us at +65 8205 5118 (Tuesday to Sunday, 10am – 8pm).
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WANGYUAN CAMEL MILK POWDER & CAMEL MILK
As consumable health products, Wangyuan camel milk powder and camel milk are subject to the following strict policy:
• No returns or refunds are accepted, whether the product is opened or unopened.
• Exchanges are accepted within 30 days of receiving your item, provided the product is unopened, in its original packaging, and accompanied by proof of purchase. Acceptable proof of purchase includes your order confirmation email, order number, or receipt.
• Once a product has been opened, no exchanges can be made under any circumstances.
• Exchanges are only available for the same product (e.g. same variant or size).
Why this policy? Due to the perishable nature of our dairy-based products and strict hygiene requirements, we are unable to accept returns or offer cash refunds. We appreciate your understanding.
Shelf Life & Storage
Our Wangyuan camel milk products have the following shelf lives from the date of production:
• Camel milk powder: 18 months from production date. We guarantee a minimum of 3 months remaining shelf life at the point of dispatch.
• Ready-to-drink camel milk: 6 months from production date. We guarantee a minimum of 14 days remaining shelf life at the point of dispatch.
Storage instructions for all Wangyuan camel milk products:
• Keep away from direct sunlight.
• Store at room temperature in a cool, dry place.
• Once opened, the ready-to-drink camel milk must be resealed immediately. It may be kept at room temperature or refrigerated, but must be consumed within 6 hours of opening regardless of storage method.
We are not responsible for spoilage resulting from failure to follow the above storage instructions after delivery. If you believe a product was spoiled or compromised at the time of delivery — and not as a result of improper storage — please contact us within 7 days of receipt with photos of the product, packaging, and expiry date for assessment. Please check the expiry date printed on your product upon receipt and contact us immediately if the remaining shelf life falls below the guaranteed minimums stated above.
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MOXIBUSTION MASSAGER
The KeepFit moxibustion massager (including any consumable components such as moxa accessories bundled with it) is subject to the following policy:
Eligibility for Exchange
• Exchanges are accepted within 30 days of receiving your item.
• The device must be in its original condition, with all original packaging, accessories, and accompanied by proof of purchase. Acceptable proof of purchase includes your order confirmation email, order number, or receipt.
• Consumable components (e.g. moxa accessories) that have been used cannot be exchanged.
• Exchanges are for the same item only.
Defective or Damaged Items
Please inspect your order immediately upon receipt. If the device is defective, damaged, or if you receive the wrong item, contact us at lfhbspl@gmail.com within 7 days of delivery. You must report the issue within 7 days, but you have up to 30 days from the date of delivery to return the item for exchange.
For defective or wrong items, we will arrange and fully cover the courier pickup from your location at no cost to you. You do not need to arrange or pay for return shipping upfront. Our primary remedy for all claims, including where the wrong item was delivered, is a replacement exchange of the correct item. Where an exchange is not possible (e.g. item is out of stock with no restock date), we will offer a suitable alternative resolution, which may include a store credit or refund at our discretion.
Return Shipping Costs
• Defective / wrong item received: We arrange and fully cover courier pickup from your location.
• Change of mind or other customer-initiated exchanges: Customer arranges and bears the return shipping cost.
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HOW TO REQUEST AN EXCHANGE
To begin an exchange, please follow these steps:
1. Contact us at lfhbspl@gmail.com with your order number, the item you wish to exchange, and the reason for the exchange. For defective or damaged items, please include clear photos.
2. Wait for our confirmation before sending any item back. Items returned without prior approval will not be accepted.
3. For defective or wrong items: we will arrange a courier pickup from your location at no cost to you. For customer-initiated exchanges: please send your item to LF Health and Beauty Solutions Pte Ltd, 453 Balestier Road #01-01, Singapore 329829.
4. Upon receiving and inspecting your item, we will dispatch the replacement within 3 business days.
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NON-EXCHANGEABLE ITEMS
The following cannot be exchanged or returned under any circumstances:
• Opened camel milk powder or camel milk products.
• Used consumable components of the KeepFit moxibustion massager.
• Items purchased on sale or with a promotional discount.
• Gift cards.
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REFUNDS
LF Health and Beauty Solutions does not offer cash refunds on any products. All eligible claims will be resolved via product exchange only. Where an exchange is not possible due to stock unavailability, an alternative resolution will be offered at our discretion, which may include store credit.
For any refund or exchange enquiries, please contact us at lfhbspl@gmail.com.
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MALAYSIAN ORDERS — MODIFIED EXCHANGE POLICY
Due to the complexities of cross-border returns, a modified exchange policy applies to all orders shipped to West Malaysia. Please refer to the Exchange Policy for Malaysian Orders section in our Shipping Policy for full details.
In summary: exchanges for Malaysian orders are accepted only for confirmed defective or damaged products, reported within 7 days of delivery with photos. We will arrange and cover courier pickup if the exchange is approved. No exchanges for change of mind or opened products.
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CONTACT US
• Email: lfhbspl@gmail.com
• Phone / WhatsApp: +65 8205 5118
• Return Address: LF Health and Beauty Solutions Pte Ltd, 453 Balestier Road #01-01, Singapore 329829
• Operating Hours: Tuesday to Sunday, 10am – 8pm (Closed on Mondays)
• We aim to respond to all enquiries within 1–2 business days.
Thank you for shopping with us at wangyuansg.com. Your trust means everything to us.
