Thank you for visiting and shopping with us! To aid your understanding, references to “we” in this document and policy refer to the Dr.Wong brand and this website.

Section 1: Return Policy for Products Within 30 Days of Purchase

Condition A: Products in “Intact” Condition

Products that remain in an “intact” condition (as defined in Section 3) may be returned within 30 days from the order shipment date (as per the order details). In such cases, we will refund 100% of the actual purchase price paid (including any refundable taxes, if prepaid) and associated loyalty points.

Condition B: Products Not in “Intact” Condition

For products that are not in an “intact” condition (as defined in Section 3), returned within 30 days from the order shipment date, we offer a 90% refund of the purchase price (plus any prepaid taxes, if applicable) with deductions for shipping fees and loyalty points used; alternatively, a 90% loyalty point credit (including prepaid taxes, if applicable) may be provided.

Section 2: Return Policy for Products Beyond 30 Days of Purchase

From the 31st to the 60th day after the purchase date, customers may return products that are in “intact” condition. An 80% refund of the purchase price (including applicable taxes, if prepaid) will be issued, minus shipping fees and loyalty points used. Alternatively, an 80% loyalty point credit (including prepaid taxes, if applicable) is available. No returns are accepted after 60 days.

Section 3: Definition of “Intact” Condition

A product is considered “intact” if it meets all the following criteria:

1.Unopened and unused.

2.Packaging and labels are unchanged and undamaged.

3.Product and packaging are in resalable condition for full-price resale.

4.Product expiration date has not passed.

5.Dr.Wong branding is intact on the product. Products sold as seasonal, limited edition, or promotional items not covered by this return policy are excluded from “intact” status.

Section 4: Return Policy for Damaged or Incorrectly Shipped Products

If a product arrives damaged or is incorrectly shipped, please take photos as evidence and contact our customer service team within 14 days to arrange an exchange. We will replace the damaged product with a new one whenever possible. If inventory is unavailable, we reserve the right to provide store credit as compensation.

Section 5: Responsibility to Retain Order Number

To ensure accurate identification of returned products, you must retain the original order number on your invoice. This number must be provided when requesting a refund.

Section 6: Return Policy for Bundled Products

Products sold as part of a bundle must be returned in full, with all components intact. We do not accept returns for individual items within a bundle.

Section 7: Alternative Refund Options

In standard cases, refunds will be issued to the original payment method. In exceptional cases (e.g., where the original account is unavailable), we reserve the right to offer alternative refund options, including but not limited to loyalty points, bank transfers, or credit card refunds, based on local payment practices and the original payment method. Refunds will be issued to the original payer only.

Section 8: Return Procedure

To initiate a return, you must follow these steps:

1.Obtain return authorization prior to returning the item. This approval must be received via email or in writing from our customer support team.

2.We will provide the necessary return procedure and address. You may return items using your preferred shipping provider or our recommended logistics service. All shipping costs are your responsibility (except in cases described in Section 4).

3.Contact us and provide your shipping tracking number.

4.Upon receiving and inspecting the returned item, we will process the refund to the original payment method (or as per the alternative options in Section 7).