LA EXOMÉ

INTERNATIONAL RETURNS, EXCHANGES,
REPLACEMENTS & REFUND POLICY

Customer-facing policy for retail skincare purchases

— PRECISION BEAUTY FOR EVERY SKIN —

Legal entity	La Exome Pte. Ltd. (UEN 202529444D)
Policy version	Version 2.0
Effective date	28 July 2026
Applies to	Orders placed on or after the Effective Date

IMPORTANT: This Policy forms part of La Exomé’s Website Terms and Conditions. Mandatory consumer rights cannot be excluded or reduced by this Policy.

www.laexome.com | sales@laexome.com

QUICK REFERENCE

Please do not send products back without approval.

All returns require prior written approval and a Return Merchandise Authorisation (“RMA”). Products sent to any office, warehouse, fulfilment partner or distributor without the correct RMA and return address may be refused, quarantined, destroyed or returned at the sender’s cost, to the extent permitted by law.

Issue	Notify us	Key evidence	Typical outcome*
Transit damage / leakage	Within 7 calendar days of delivery	Outer carton, shipping label, all sides of product, batch/expiry, unboxing video if available	Replacement, refund or other remedy after review
Wrong or missing item	Within 7 calendar days of delivery	Complete order contents, shipping label and continuous unboxing video where available	Correct item, replacement or refund after verification
Product quality defect	Promptly after discovery	Product, batch/expiry, photos/video and description of defect	Inspection; remedy under law or this Policy
Adverse skin reaction	Immediately stop use; notify promptly, ideally within 14 days of first use	Photos, timeline, routine/products used, batch and remaining product	Safety review; goodwill or statutory remedy where applicable
Marked delivered but not found	Preferably within 48 hours; no later than 7 calendar days	Delivery details, address confirmation, building/locker checks, police report if requested	Courier investigation; outcome depends on evidence
Change of mind	Only where expressly offered or legally required	Product must remain unused, unopened and sealed	Return subject to hygiene, statutory and cost rules

*The remedy depends on the facts, stock availability, applicable law and the result of inspection. Notification periods above are operational claim windows and do not replace any longer mandatory statutory period for latent or non-conforming goods.

About this Policy and scope
Definitions
Mandatory consumer rights and order-of-precedence
Purchases covered and responsible seller
General conditions for any claim
Eligible claim categories
Change-of-mind returns and statutory cooling-off rights
Non-returnable and non-refundable items
Order cancellation, changes and pre-orders
How to submit a claim
RMA approval and return shipment
Inspection and remedy determination
Refund rules and processing
Replacements and exchanges
Sets, bundles, gifts, vouchers and promotions
Customs, duties, failed delivery and rejected imports
Freight forwarders and third-party recipients
Chargebacks and duplicate recovery
Fraud prevention and policy abuse
Product safety, storage and skincare-specific conditions
Evidence, privacy and communications
Liability, statutory savings and dispute handling
Policy administration
Contact information

Appendix A: Evidence checklist

Appendix B: Regional statutory rights summary

1. ABOUT THIS POLICY AND SCOPE

1.1 This International Returns, Exchanges, Replacements and Refund Policy (“Policy”) explains how La Exome Pte. Ltd. (“La Exomé”, “we”, “us” or “our”) handles consumer retail claims relating to physical skincare, beauty and personal-care products purchased through an Authorised Channel.

1.2 This Policy applies to orders placed on or after 28 July 2026. For an earlier order, the policy accepted or displayed at the time of purchase generally applies, except where a later policy gives the customer greater rights or mandatory law requires otherwise.

1.3 This Policy must be read together with the applicable order confirmation, product instructions, Website Terms and Conditions, Privacy Policy, shipping terms, promotional terms and any rules of the marketplace, payment provider, authorised retailer or distributor through which the order was placed.

1.4 This Policy covers consumer retail purchases only. Wholesale, distributor, reseller, corporate, professional, bulk, consignment, business-to-business, influencer seeding and trade orders are governed by their separate written agreement, purchase order or commercial terms.

1.5 A return, replacement, store credit or refund offered outside mandatory law is a voluntary commercial remedy. A goodwill remedy does not constitute an admission that a product was defective, unsafe, misdescribed or the cause of any reaction or loss.

2. DEFINITIONS

“Authorised Channel” means the official La Exomé website, an official La Exomé store on a recognised marketplace, or a retailer/distributor expressly authorised by La Exomé for the relevant country and product.

“Business Day” means Monday to Friday in Singapore, excluding Singapore public holidays and any day on which our relevant fulfilment, banking or support operations are closed.

“Customer” or “you” means the individual named as purchaser, or a person authorised by that purchaser and reasonably verified by us.

“Delivered” means the courier’s recorded delivery to the delivery address, parcel locker, collection point, concierge, reception, household member, authorised recipient, safe place or other location selected or accepted by the Customer, subject to mandatory law and contrary evidence.

“Order” means a completed retail purchase transaction for one or more Products.

“Product” means a genuine La Exomé product supplied through an Authorised Channel, including any kit, set, box, mask pouch, accessory, activation component or promotional item supplied with it.

“RMA” means a Return Merchandise Authorisation or return approval number issued by La Exomé or the applicable Authorised Channel.

“Sealed” means the original hygiene, tamper-evident, shrink-wrap, sticker, foil, pouch, sachet, blister or other product seal remains intact and has not been broken, lifted, pierced, cut, removed, re-applied or altered.

“Unused” means not applied, dispensed, pumped, opened, sampled, activated, mixed, chilled, frozen, washed, tested or otherwise used, and preserved in resaleable condition with all original contents.

3. MANDATORY CONSUMER RIGHTS AND ORDER-OF-PRECEDENCE

Your non-excludable rights remain protected.

Nothing in this Policy excludes, restricts or modifies any consumer guarantee, statutory warranty, right of withdrawal, remedy, liability or other right that cannot lawfully be excluded or limited in the customer’s jurisdiction.

3.1 Where mandatory law gives you rights that are more favourable than this Policy, that law prevails to the extent of the inconsistency. Any deadline, evidence request, remedy sequence, cost allocation or exclusion in this Policy applies only to the extent permitted by law.

3.2 Operational notification windows help us preserve courier evidence, warehouse records, batch samples and product integrity. They are not intended to shorten any longer statutory period applicable to a latent defect, non-conforming good or safety issue.

3.3 If a marketplace or authorised retailer is the seller or merchant of record, its platform process may govern the mechanics of the claim. However, platform rules do not remove any non-excludable rights against the legally responsible seller.

3.4 No employee, agent, influencer, distributor or customer-service representative may waive or vary this Policy unless the variation is confirmed in writing by an authorised La Exomé representative or is required by law.

4. PURCHASES COVERED AND RESPONSIBLE SELLER

4.1 Purchases from www.laexome.com

For orders where La Exome Pte. Ltd. is identified in the order confirmation as the seller or merchant of record, claims should be submitted directly to us under Section 10.

4.2 Official marketplace stores

For purchases through official stores on marketplaces such as TikTok Shop, Shopee, Lazada, Tmall Global, Amazon or similar platforms, you must normally open the return/refund request through that platform within its displayed deadline. We may direct you back to the platform, and we will not issue a second or duplicate remedy for a claim already refunded, credited, replaced or charged back through the platform.

4.3 Authorised retailers and distributors

Where an authorised retailer or distributor sold and collected payment for the Product, that seller is generally responsible for the commercial return or refund. La Exomé may assist with authenticity, batch, quality or safety investigations, but may be unable to refund money that it did not receive.

4.4 Unauthorised sellers and informal channels

Purchases from unauthorised resellers, social-media accounts, personal shoppers, parallel importers, auction sites, informal agents, peer-to-peer channels or other third parties are not covered by our voluntary return programme. You must seek redress from the seller. We may request the Product for authentication or safety review, but this does not create a refund obligation.

4.5 Proof of purchase

A valid order number, invoice, receipt or platform transaction record is required. Screenshots must show the seller, product, price, date and order identifier. Bank or card statements alone may not establish the Product, seller or terms of purchase.

5. GENERAL CONDITIONS FOR ANY CLAIM

Unless mandatory law provides otherwise, the following conditions apply to every voluntary claim:

The claim must be made by the purchaser or an authorised person using the purchaser’s order email, account or other reasonably verifiable contact details.
You must provide complete, accurate and consistent information and cooperate with reasonable requests for photographs, video, documents, declarations, courier enquiries, identity verification or return of the Product.
You must retain the Product, all remaining contents, inner and outer packaging, shipping label, security or authenticity label, batch code, expiry/period-after-opening marking, inserts, gifts and accessories until we confirm in writing that they may be discarded.
The Product must not be further used, altered, decanted, mixed, activated, frozen, refrigerated, heated, repaired, relabelled, re-sealed or transferred to another person after a defect, contamination concern or adverse reaction is suspected.
The claim must not have already been fully resolved by a marketplace, retailer, insurer, bank, card issuer, payment provider, courier or other party.
The Product returned must be the same genuine Product supplied under the relevant Order. Batch codes, weight, fill level, seals, labels and formulation may be checked against production and fulfilment records.
You must follow the RMA instructions, return deadline and assigned return address. Unauthorised returns are not accepted.
Where the claim concerns only part of an Order, any remedy is ordinarily limited to the affected Product or affected component, unless mandatory law requires a broader remedy.

Failure to satisfy a condition does not automatically remove a mandatory legal right, but it may delay the investigation, reduce available evidence or cause a voluntary claim to be refused where permitted by law.

6. ELIGIBLE CLAIM CATEGORIES

6.1 Product damaged in transit

You should notify us within seven (7) calendar days after delivery if the Product arrives materially cracked, broken, leaking, crushed, punctured, contaminated, or otherwise unusable due to transit damage. Minor scuffing, denting or cosmetic damage to the external courier carton that does not affect Product safety, hygiene, authenticity or use is not normally considered material damage.

Required evidence may include:

clear photographs of the unopened parcel before disposal, including all sides of the outer carton or mailer;
the shipping label, tracking number and any “damaged” notation made at delivery;
photographs or a continuous video showing the inner packaging, Product, leak, breakage, seal, batch code and expiry or period-after-opening symbol;
the complete contents of the parcel, including protective materials; and
a courier damage report or refusal record, where available.

Do not discard a leaking or damaged Product unless we confirm that disposal is appropriate. For safety, we may instruct you not to return a contaminated or broken item and may request a written disposal declaration.

6.2 Incorrect Product, variant or quantity

Notify us within seven (7) calendar days after delivery if the Product or quantity received does not match the Order confirmation. Keep all items unused and sealed. We may require photographs of the entire parcel contents, picking labels, product barcodes, batch codes and shipping label, together with a continuous unboxing video where available.

If an extra Product was supplied by mistake, it remains our property to the extent permitted by law. Do not use, gift, sell or dispose of it. We may arrange collection or provide return instructions at our cost. Where return is disproportionately costly, we may authorise you in writing to retain or dispose of it.

6.3 Missing Product or component

Notify us within seven (7) calendar days after delivery. A continuous, unedited unboxing video beginning before the parcel is opened is strongly recommended and may materially assist the claim, but we will also consider other reliable evidence where a video is unavailable. We may review warehouse scan records, parcel weight, packing photographs or CCTV, product dimensions and courier weight data.

For a kit or set, a missing accessory, activation component, applicator, sachet or insert must be identified specifically. Decorative marketing materials or non-essential packaging that may vary by market are not treated as missing unless expressly listed as included in the Order.

6.4 Product quality defect or non-conformity

A quality defect may include a non-functioning pump or dispenser, broken internal seal, confirmed contamination, materially abnormal odour or appearance inconsistent with the product specification, incorrect fill, or failure to match an express description. Notify us promptly after discovery and provide the Product, batch code, expiry/period-after-opening marking, photos or video and a clear explanation of the issue.

The following do not by themselves establish a defect:

a personal dislike of fragrance, texture, absorption, finish, colour or packaging design;
normal variation in colour, viscosity, scent or appearance caused by permitted raw-material variation, natural-origin ingredients or batch-to-batch variation, where product safety and performance remain within specification;
settling, separation or air pockets that resolve when the Product is handled as instructed and do not indicate contamination;
a dispensing issue caused by failure to unlock, prime, assemble, store or use the packaging as instructed;
damage caused by dropping, impact, incorrect storage, heat, sunlight, moisture, freezing, refrigeration, contamination, cross-use, decanting or use after expiry or beyond the period-after-opening;
incompatibility with another brand, treatment, active ingredient, device, prescription, procedure or skincare routine; or
a claim that the Product did not produce a particular cosmetic result, because outcomes vary by person, routine, environment, duration and correct use and no result is guaranteed unless expressly stated by lawfully binding terms.

6.5 Expired or unusually short-dated Product

A Product is eligible for review if it was already expired at delivery, if the expiry or batch marking is missing or illegible when it should be present, or if its remaining shelf life is materially shorter than any minimum shelf-life commitment expressly stated at the time of sale. A Product is not defective merely because its remaining shelf life is shorter than another batch, provided it can reasonably be used within the labelled period and no contrary commitment was made.

For Products marked with a period-after-opening symbol rather than a fixed expiry date, the relevant use period begins when the Product is first opened, unless the label states otherwise.

6.6 Allergic reaction, irritation or other adverse event

Safety first.

Stop using the Product immediately if you experience significant redness, swelling, blistering, persistent burning, breathing difficulty or another concerning reaction. Seek urgent medical attention where appropriate. Customer support cannot diagnose or treat a medical condition.

Skincare products may affect individuals differently. An adverse reaction does not, by itself, prove that a Product is defective or caused the reaction. For safety assessment and any voluntary remedy, notify us as soon as reasonably possible, ideally within fourteen (14) calendar days after first use or symptom onset.

We may request:

clear dated photographs of the affected area, avoiding unnecessary identification where possible;
the date and time of use, amount used, application area, symptom onset, duration and progression;
your full skincare, cosmetic, device, medication and treatment routine used on the affected area before and after application;
whether a patch test was performed and whether the Product was used according to instructions;
the Product, remaining contents, box, pouch or container, batch code and expiry/period-after-opening marking;
a healthcare professional’s note or other supporting information where reasonably necessary, with unrelated sensitive information redacted; and
consent for our safety, regulatory, manufacturer or laboratory teams to contact you for follow-up.

Unless mandatory law requires otherwise, any goodwill refund or credit for a suspected individual sensitivity is limited to the affected Product actually purchased and does not include unrelated products, medical expenses, lost income, travel, treatments or other consequential amounts. Any allegation of personal injury, contamination or product safety will be handled separately under applicable law and our safety procedures.

6.7 Non-delivery or parcel lost in transit

If tracking does not show delivery within a reasonable period after the estimated delivery date, contact us promptly. We may require you to confirm the address, contact the local courier, check customs or collection points, sign a non-receipt declaration and cooperate with an investigation. Courier investigations commonly take fourteen (14) to thirty (30) business days and may take longer for cross-border shipments.

A replacement or refund, if approved, is normally issued only after the courier confirms loss or we determine from the available evidence that delivery is unlikely. We are not required to issue an immediate duplicate shipment while an active delivery investigation is pending, unless mandatory law requires otherwise.

6.8 Parcel marked “delivered” but not found

Notify us preferably within forty-eight (48) hours and no later than seven (7) calendar days after the delivery scan. Before submitting a claim, check household members, neighbours, reception, concierge, security, mailroom, parcel locker, safe place, building management and any delivery photograph or message.

A carrier delivery scan, signature, photograph, GPS record or access record may be treated as evidence of delivery but is not necessarily conclusive where credible contrary evidence exists. We may require a police report, building-management statement, security footage request or signed declaration. Where the parcel was correctly delivered and subsequently stolen or removed, La Exomé is not responsible to the extent permitted by law, although we may assist with the courier or offer a discretionary goodwill solution.

7. CHANGE-OF-MIND RETURNS AND STATUTORY COOLING-OFF RIGHTS

7.1 General rule

Because skincare and personal-care Products are hygiene-sensitive and may be compromised after opening, La Exomé does not generally accept returns for change of mind, mistaken selection, duplicate purchase, dislike of scent or texture, or failure to achieve a preferred result, unless we expressly offered a change-of-mind return at checkout or mandatory law requires one.

7.2 Where a statutory right of withdrawal applies

If the law applicable to your distance purchase gives you a cooling-off or withdrawal right, you may exercise it within the statutory period and in the prescribed manner. The following rules apply to the extent permitted by that law:

You must send a clear withdrawal notice before the statutory deadline. Merely refusing delivery or returning a parcel without notice may not be sufficient.
The Product must remain Unused and, where health or hygiene exceptions apply, Sealed. Opening a sealed cosmetic, mask, eye mask, sachet, ampoule, applicator or personal-care Product may cause the withdrawal right to be lost where the Product is not suitable for return for health protection or hygiene reasons.
You must return the Product within the statutory return period to the address we specify and bear the direct return cost unless law or our written approval states otherwise.
We may withhold reimbursement until we receive the Product or acceptable evidence that it has been sent, where permitted by law.
We may deduct any legally permitted diminished value caused by handling beyond what is reasonably necessary to establish the nature and characteristics of the Product.
Where required, reimbursement of outbound delivery is limited to the least expensive standard delivery method offered. Premium, express, same-day or supplementary delivery charges are not reimbursed unless required by law.

7.3 Voluntary unopened returns

Where La Exomé expressly approves a voluntary unopened return even though no statutory withdrawal right applies, the Product must be Unused, Sealed, complete, resaleable and returned within fourteen (14) calendar days after the RMA is issued. The Customer bears outbound and return shipping, duties, taxes, insurance and handling costs. A reasonable restocking or inspection deduction may apply only where permitted by law and disclosed before return approval.

8. NON-RETURNABLE AND NON-REFUNDABLE ITEMS

Except for a verified defect, safety issue, fulfilment error or non-excludable legal right, the following are not returnable or refundable:

opened, used, sampled, activated, mixed, partially used, decanted, washed or altered Products;
Products with broken, lifted, pierced, cut, missing, re-applied or tampered seals, stickers, foils, pouches, shrink-wrap or authenticity labels;
single-use sheet masks, eye masks, freeze-dried masks, sachets, ampoules, capsules, applicators or activation components once the individual hygiene pouch or seal has been opened;
Products without the original retail packaging, batch code, label, inserts, accessories or included components;
Products damaged through misuse, accidental damage, unauthorised repair, neglect, improper storage, contamination, exposure to excessive heat, sunlight, humidity, refrigeration or freezing, or use contrary to instructions;
expired Products where the Customer stored or used them beyond the labelled expiry or period-after-opening;
samples, testers, press items, influencer seeding, complimentary Products, redemption items, loyalty rewards and gifts with purchase, which have no refundable cash value;
Products marked “final sale”, “clearance”, “non-returnable” or otherwise excluded, except where they are defective or mandatory law provides a remedy;
personalised, engraved, customised or made-to-order Products, where offered;
gift cards, electronic vouchers, store credits, promotional codes and loyalty points, except where mandatory law requires a refund;
Products purchased from an unauthorised seller or where authenticity cannot be verified;
counterfeit, substituted, refilled, diluted, unrelated or materially different items; and
Products returned after the RMA deadline or to the wrong address, unless we agree otherwise or mandatory law requires acceptance.

9. ORDER CANCELLATION, CHANGES AND PRE-ORDERS

9.1 Cancellation requests

You may request cancellation before the Order enters automated processing, picking, packing, label creation or handover to the courier. A cancellation request is not guaranteed merely because tracking has not yet updated. Once fulfilment begins, we may be unable to intercept the parcel and the Order will follow the applicable return process.

9.2 Address, contact and product changes

Check all details before payment. Address, telephone, delivery instruction, Product, shade, quantity and promotion changes are not guaranteed after an Order is submitted. We may require cancellation and re-ordering. La Exomé is not responsible for loss, delay or additional costs caused by inaccurate, incomplete or outdated details supplied by the Customer, to the extent permitted by law.

9.3 Duplicate orders

A duplicate order caused by repeated checkout, browser refresh, payment retry, multiple accounts or Customer error is not automatically refundable after fulfilment begins. Contact us immediately. Any approved return remains subject to hygiene, shipping and cost rules.

9.4 Pre-orders, backorders and launch allocations

A pre-order or backorder may be cancelled before its stated cut-off or before allocation/fulfilment begins, as shown at checkout. Delays do not automatically entitle the Customer to compensation beyond cancellation or refund rights provided by the applicable terms or mandatory law. Promotional items tied to a pre-order may be withdrawn if the qualifying Order is cancelled.

9.5 Payment authorisations and fees

Cancelled authorisations may remain visible until released by the bank or payment provider. We do not control that release time. Any non-refundable payment, foreign-exchange or platform fee will be treated in accordance with mandatory law and the disclosures provided at checkout.

10. HOW TO SUBMIT A CLAIM

For website orders, email sales@laexome.com with the subject line “RETURN CLAIM – [ORDER NUMBER]”. For marketplace orders, first use the platform’s return/refund function unless the platform directs you to us.

Your initial submission should include:

full name, order number, purchase date, purchase channel and email/telephone used for the Order;
delivery date, tracking number and delivery country;
Product name, quantity, batch code and expiry/period-after-opening marking;
the claim category and a chronological description of what happened;
clear photographs and video relevant to the claim, preferably original files rather than compressed screenshots;
photographs of the shipping label, outer package, all Products and all parcel contents for delivery claims;
the remedy requested, noting that the final remedy may depend on law, inspection and stock availability; and
confirmation that the Product and packaging have been retained and not further used or altered.

We aim to acknowledge complete submissions within five (5) Business Days. Complex safety, fraud, customs, courier, marketplace or laboratory matters may take longer. An acknowledgement, case number or request for evidence is not approval of a refund or return.

We may close an incomplete claim if the requested information is not provided within ten (10) calendar days after a reminder, unless a longer period is reasonable or mandatory law requires otherwise. A closed voluntary claim may be reopened if reliable evidence is later provided within the applicable legal period.

11. RMA APPROVAL AND RETURN SHIPMENT

11.1 Prior authorisation required

Do not send any Product until you receive an RMA, return address and written packing instructions. The registered office, website contact address, manufacturer, distributor and fulfilment centre may not accept consumer returns. Return addresses vary by Product, country, safety status and logistics provider.

11.2 Return deadline

Unless the approval or mandatory law states otherwise, the return must be handed to the carrier within fourteen (14) calendar days after the RMA is issued. The RMA may expire after that date. Contact us before expiry if a genuine carrier or customs issue prevents shipment.

11.3 Packing requirements

Place the Product in its original retail packaging with all components, gifts, accessories and inserts required by the approval.
Use a sturdy outer carton and adequate leak, impact and moisture protection. Do not rely only on the retail box.
Seal liquids and gels in a leak-resistant bag where permitted, and comply with carrier rules for cosmetics and liquids.
Write or attach the RMA exactly as instructed. Do not place labels directly over batch, expiry, barcode, security or authenticity markings.
Do not include unrelated personal property. We are not responsible for items sent by mistake, to the extent permitted by law.

11.4 Shipping method and risk

Use a trackable service with adequate insurance and retain the acceptance receipt. Unless we supplied the label or the return is due to our verified error, the Product remains at the Customer’s risk until physically received at the authorised return location. We are not responsible for loss, delay, customs seizure or damage in return transit caused by inadequate packing or an unauthorised carrier, to the extent permitted by law.

11.5 Return costs

Where the claim is approved as our fulfilment error, verified transit damage, verified defect or another situation for which law places the cost on us, we may provide a prepaid label, arrange collection or reimburse a reasonable pre-approved return cost. Do not purchase premium, express, same-day or unusually expensive return services without written approval; excess cost may not be reimbursed.

11.6 Prohibited return methods

Cash-on-delivery, postage-due, duty-unpaid, unauthorised dangerous-goods, misdeclared or customs-chargeable returns may be refused. Any tax, duty, storage, brokerage, penalty or carrier charge imposed on us because instructions were not followed may be deducted from a voluntary refund where permitted by law.

11.7 Ownership and disposal

Once a returned Product is refunded or replaced, it becomes our property and will not be returned to you. For hygiene, safety and anti-counterfeit reasons, returned cosmetics may be quarantined, tested, retained, recycled or destroyed, even if unopened.

12. INSPECTION AND REMEDY DETERMINATION

12.1 Receipt by the carrier does not mean the return has been accepted. We will inspect the parcel and may compare it with order, warehouse, batch, barcode, fill-weight, security-label and photographic records.

12.2 Inspection may assess authenticity, seal condition, usage, remaining quantity, contamination, packaging, batch/expiry marking, storage damage, completeness and whether the claimed issue can be reproduced or substantiated. We may consult the manufacturer, laboratory, fulfilment partner, marketplace, courier, insurer or regulator.

12.3 Subject to mandatory law, La Exomé may select the most proportionate remedy, including:

usage guidance, troubleshooting or replacement of a packaging component;
replacement of the affected Product or component;
a price reduction, partial refund or store credit;
a full refund for the affected Product;
refund or replacement of a complete set where a verified issue materially affects the set as a whole; or
rejection of the claim with a written explanation where the Product is conforming, the claim is unsupported, an exclusion applies or policy requirements were not met.

12.4 Where mandatory law gives the Customer the right to choose a remedy, that right prevails. Otherwise, a requested remedy may be declined if impossible, unavailable, unsafe, disproportionate or likely to cause material inconvenience compared with another effective remedy.

12.5 We aim to complete routine inspection within ten (10) Business Days after receipt. Laboratory, safety, authenticity, cross-border, courier or high-volume investigations may take longer. We will provide reasonable updates on request.

12.6 If the returned item is not the supplied Product, is empty beyond reasonable testing, is materially used, counterfeit, substituted, contaminated, incomplete or returned outside approval, we may reject the claim and hold the item for thirty (30) calendar days for collection at the Customer’s cost before disposal, unless law or safety requirements require another process.

13. REFUND RULES AND PROCESSING

13.1 Refund destination

Refunds are issued to the original payment method or, where that is unavailable or legally inappropriate, another method selected by us after reasonable identity and fraud checks. We do not normally refund to a different person, card, bank account or wallet.

13.2 Refund amount

The maximum voluntary refund is ordinarily the net amount actually paid for the affected Product after discounts, vouchers, points, credits and promotions. A refund does not include an item’s list price, recommended retail price or replacement value if the Customer paid less.

Outbound standard shipping is refunded only where required by law, where the whole Order is cancelled before fulfilment, or where our verified error or a defect makes the entire delivery unusable. Express, premium, insurance, gift-wrapping, handling and supplementary delivery charges are not refundable except where required by law.

13.3 Taxes, duties and third-party charges

Taxes collected and remitted by us will be adjusted as required by law. Import duties, customs taxes, brokerage, local handling, card fees, bank charges, foreign-exchange costs and marketplace fees paid directly to third parties are not refundable by La Exomé unless we collected them and law requires reimbursement. You may need to apply separately to the relevant authority or provider.

13.4 Currency and exchange rates

We refund the transaction amount received or settled by us in the original transaction currency, subject to the payment provider’s process. Exchange-rate movements, dynamic currency conversion and bank conversion fees may cause the amount shown on your statement to differ. We do not reimburse exchange-rate losses or bank fees unless required by law.

13.5 Processing time

After approval, we normally initiate the refund within ten (10) Business Days. Banks, cards, wallets and marketplaces may take an additional five (5) to thirty (30) Business Days, or longer for international transactions, to post the credit. We cannot accelerate a provider’s processing time once the refund has been transmitted.

13.6 Partial refunds and deductions

Where permitted by law, we may deduct the value of missing items, unreturned gifts, diminished value, unauthorised use, return damage, unpaid return charges, non-refundable delivery upgrades or other amounts specifically disclosed and supported by evidence. No deduction will be made where prohibited by mandatory law.

13.7 Store credit

Store credit may be offered as an optional or goodwill remedy. It is not cash, is non-transferable unless stated otherwise, may have an expiry where lawful, and is subject to the terms issued with the credit. You are not required to accept store credit instead of a statutory cash refund where the law gives you that right.

14. REPLACEMENTS AND EXCHANGES

14.1 Replacement for verified issue

A replacement is subject to stock, destination, import restrictions and safety requirements. We may replace only the affected unit or component. Replacement Products may come from a different production batch or have minor packaging differences while remaining materially equivalent.

14.2 Exchanges for preference

We do not generally offer direct exchanges for a different Product, size, set, scent, variant or promotion. Where an unopened change-of-mind return is accepted, the usual process is a refund or credit followed by a new Order at the then-current price, availability and promotional terms.

14.3 Replacement delivery

Unless we agree otherwise, replacement delivery will be to the original delivery country and a verified address. We may require return or disposal of the affected Product first. We normally provide only one replacement for each verified affected unit. A replacement does not restart or extend a statutory period except where law provides otherwise.

14.4 Out-of-stock or discontinued Product

If an identical replacement is unavailable, we may offer a materially equivalent Product, store credit, partial refund or refund. You may decline a substitute and receive the refund available under law or this Policy.

15. SETS, BUNDLES, GIFTS, VOUCHERS AND PROMOTIONS

15.1 Boxes and multi-unit sets

A box or set sold as one retail unit—including a box containing five (5) masks or five (5) eye-mask sets—is treated as one Product for pricing and promotional purposes. Individual pouches or pairs are not separately returnable for change of mind. For a verified defect affecting only one unit, the remedy may be limited to that unit’s proportionate net value or a replacement unit, unless the defect materially affects the entire set or mandatory law requires otherwise.

15.2 Bundles and regimen offers

If a discounted bundle is partially returned, the refund is based on the net allocation shown in our records or a reasonable allocation of the bundle price. Where permitted and disclosed, we may recalculate the retained items at their applicable standalone price and deduct the difference, so the Customer does not retain a discount for which the qualifying purchase conditions are no longer met.

15.3 Gifts with purchase and promotional items

A qualifying gift, sample, pouch, accessory or promotional item must be returned unused and complete if the qualifying Order or Product is returned. If it is not returned, we may deduct its stated promotional value or reasonable replacement value from a voluntary refund where permitted by law. Gifts have no cash refund value when returned alone.

15.4 Discount codes, vouchers and points

A refund will not exceed the cash amount paid. Redeemed loyalty points or account credits may be reinstated to the original account instead of refunded in cash. A single-use voucher or promotional code may not be reissued after a return unless the promotion terms or mandatory law require it.

15.5 Buy-one-get-one and threshold promotions

For buy-one-get-one, tiered, minimum-spend or threshold promotions, all linked items form part of the promotional transaction. Returning a qualifying item may require return of the free/discounted item or recalculation of the Order under the promotion rules.

16. CUSTOMS, DUTIES, FAILED DELIVERY AND REJECTED IMPORTS

16.1 Import responsibility

The Customer is responsible for providing accurate delivery and customs information, confirming that personal import of the Product is lawful, and paying duties, taxes, brokerage or local fees not expressly included at checkout. La Exomé does not control customs inspections, local import decisions or courier clearance requirements.

16.2 Unpaid duties, refusal and failure to collect

If a parcel is refused, unclaimed, undeliverable, returned because duties or fees were unpaid, or returned because the Customer failed to provide documents or collect it, no refund is due until the parcel is actually received and inspected by the authorised return facility. To the extent permitted by law, any refund may be reduced by outbound shipping, return shipping, customs, brokerage, storage, disposal and administrative costs incurred.

16.3 Incorrect or incomplete address

If delivery fails because the Customer supplied an incorrect, incomplete, inaccessible or unsupported address, any re-delivery, address correction or return cost is the Customer’s responsibility. We are not required to replace a parcel delivered to the address supplied at checkout, subject to mandatory law and proof of misdelivery.

16.4 Abandoned, seized or destroyed parcels

A parcel abandoned, confiscated, seized or destroyed by customs or a carrier because of the Customer’s non-compliance, prohibited import, failure to respond, refusal or unpaid charges may be non-refundable to the extent permitted by law. Where the issue resulted from our incorrect documentation or unlawful shipment, we will provide the remedy required by law or reasonably appropriate.

16.5 Customs refunds

We cannot refund import duties or taxes paid directly to a government or broker. On request, we may provide reasonable return or refund documentation to support the Customer’s application to the relevant authority, but we do not guarantee that the authority will approve it.

17. FREIGHT FORWARDERS AND THIRD-PARTY RECIPIENTS

17.1 If you instruct us to deliver to a freight forwarder, hotel, office, parcel-consolidation service, personal shopper, export agent or other third party, delivery to that party is treated as delivery to you to the extent permitted by law.

17.2 La Exomé is not responsible for loss, delay, heat exposure, freezing, repacking, label removal, customs non-compliance, leakage, contamination, damage or substitution occurring after delivery to the forwarder or third party. Claims must include evidence showing the condition at the first delivery point and the full chain of custody.

17.3 We may decline to ship a replacement through the same forwarding route if it presents a repeated loss, safety, fraud or import risk. Any approved replacement may be limited to an address in a directly supported destination.

18. CHARGEBACKS AND DUPLICATE RECOVERY

18.1 Contact us or the relevant marketplace first so we can investigate and provide a remedy where appropriate. This does not prevent you from exercising a lawful payment dispute or chargeback right within the issuer’s deadline.

18.2 If a chargeback, payment dispute, platform claim, insurance claim or courier compensation request is opened for the same transaction, we may pause our internal refund or replacement process to prevent duplicate recovery and may provide order, tracking, communication, authentication and return records to the relevant provider as permitted by law and our Privacy Policy.

18.3 You are not entitled to retain both a refund/replacement from La Exomé and a chargeback, platform refund, insurance payment or other duplicate compensation for the same loss. Any duplicate amount received in error must be repaid, and we may reverse, recover or offset it where lawfully permitted.

18.4 A chargeback does not require us to send a replacement, and a replacement does not entitle the Customer to keep a chargeback credit. If a payment provider reverses a previously issued chargeback, the underlying claim may continue under this Policy if still eligible.

19. FRAUD PREVENTION AND POLICY ABUSE

To protect genuine customers and product integrity, we may investigate, limit or reject voluntary claims involving suspected fraud, abuse or material inconsistency, including:

altered, edited, recycled, stock, AI-generated or misleading photographs, video or documents presented as claim evidence;
false statements about delivery, condition, usage, symptoms, purchase source, identity or quantity;
return of a counterfeit, substituted, refilled, diluted, unrelated, empty or different-batch Product;
serial claims, unusually high claim rates, repeated “missing item” reports, multiple accounts, linked payment methods or coordinated claims;
attempts to obtain overlapping refunds, replacements, credits, chargebacks or courier compensation;
intentional damage, seal tampering, staged leakage or disposal of evidence after a request to retain it;
resale, commercial redistribution or purchase patterns inconsistent with ordinary personal use where consumer benefits are being misused; or
threats, harassment, impersonation, bribery or misuse of regulatory, platform or public-review processes to obtain an entitlement that does not exist.

Where reasonably necessary and lawful, we may request additional verification, preserve evidence, consult marketplaces, couriers, payment providers, retailers or authorities, restrict future voluntary returns, cancel future orders, suspend accounts, refuse service or refer suspected unlawful conduct. These measures do not remove non-excludable statutory rights for a genuine claim.

20. PRODUCT SAFETY, STORAGE AND SKINCARE-SPECIFIC CONDITIONS

20.1 Follow the label and product instructions

Use each Product only for its intended cosmetic purpose and in accordance with the label, website directions and warnings. Avoid contact with eyes unless the Product is specifically intended for the eye area. Do not ingest. Keep away from children. Stop use if significant irritation occurs.

20.2 Patch testing and individual sensitivity

Where appropriate, perform a patch test before first use, especially if you have sensitive skin, known allergies, recent procedures or are introducing potent actives. A patch test does not guarantee that no reaction will occur. Consult a qualified healthcare professional where you have a medical condition, are pregnant or breastfeeding, use prescription treatment, or are uncertain about ingredient compatibility.

20.3 Storage

Store Products tightly closed in a cool, dry place away from direct sunlight, excessive heat, humidity and contamination, unless the label states otherwise. Do not refrigerate or freeze a Product unless La Exomé’s instructions expressly require it.

Specific note for freeze-dried / “−196°C” products.

Any reference to “−196°C”, cryogenic preservation or freeze-drying describes a manufacturing or preservation process. It does not instruct the Customer to store the Product at −196°C, freeze it, refrigerate it or expose it to dry ice or liquid nitrogen. Follow only the consumer storage and activation directions printed on the Product.

20.4 Hygiene and contamination

Do not share applicators, touch dispensers to skin, introduce water or foreign material, decant into unclean containers, or combine contents unless expressly directed. Contamination or degradation caused after delivery is not a manufacturing defect.

20.5 Authenticity and tamper evidence

Check the security, scratch/scan/verify or authenticity features where supplied. A failed scan does not automatically prove counterfeit because scans may fail due to damage, prior verification, network issues or unsupported regions. Contact us with the code, seller and photographs before using a Product whose authenticity or seal is in doubt.

20.6 Product recall or serious safety notice

A product recall, market withdrawal or serious safety notice will be handled under the specific notice, which may provide different instructions, deadlines and remedies. Do not return a recalled Product until instructed, as special transport or disposal rules may apply.

21. EVIDENCE, PRIVACY AND COMMUNICATIONS

21.1 We process claim information to verify identity and purchase, investigate delivery, quality, authenticity and safety, comply with legal obligations, prevent fraud, improve products and administer remedies. Processing is subject to our Privacy Policy and applicable data-protection law.

21.2 Claim information may be shared on a need-to-know basis with affiliates, manufacturers, laboratories, fulfilment partners, couriers, marketplaces, retailers, payment providers, insurers, professional advisers and regulators, including across borders where lawful and reasonably necessary.

21.3 Do not send unnecessary medical records, identity numbers, financial information, private messages or images of unrelated people. Redact unrelated information. For reaction photographs, show only the affected area where possible.

21.4 We may retain records, images, returned samples and investigation results for the period reasonably required for safety, regulatory, fraud, accounting, dispute and legal purposes. Returned Products may be retained or destroyed and cannot be retrieved after resolution.

21.5 Electronic communications sent to the order email, platform account or contact details supplied by the Customer are treated as received when transmitted, subject to evidence of delivery failure. The Customer is responsible for checking spam, platform notifications and account messages.

21.6 Customer-service estimates are not guarantees. Only a written approval clearly stating the remedy, amount and conditions constitutes final return or refund approval.

22. LIABILITY, STATUTORY SAVINGS AND DISPUTE HANDLING

22.1 To the fullest extent permitted by law, a voluntary remedy under this Policy is limited to the affected Product, component, price paid and any delivery amount expressly refundable under this Policy. Nothing in this Policy excludes liability for fraud, wilful misconduct, death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded or limited.

22.2 La Exomé is not responsible for indirect or consequential losses arising solely from a routine return, delay or failed delivery—such as loss of opportunity, anticipated savings, reputation or profit—to the extent such losses may lawfully be excluded. This clause does not limit non-excludable consumer remedies or liability for proven loss under applicable law.

22.3 Before escalating a dispute, please give us a reasonable opportunity to investigate and propose a remedy. You may be asked to provide a concise written summary and supporting documents. This does not prevent urgent safety reporting, regulatory complaints or use of a mandatory dispute-resolution process.

22.4 The governing law, jurisdiction and dispute terms in the applicable Website Terms and Conditions apply to this Policy, subject always to mandatory consumer protections in the Customer’s place of residence.

23. POLICY ADMINISTRATION

23.1 Changes to this Policy

We may update this Policy for operational, legal, regulatory, product or fraud-prevention reasons. The current version and effective date will be published on our website. Changes do not retroactively reduce rights already attached to a completed Order, except where required by law or expressly agreed.

23.2 Interpretation

Headings and the Quick Reference are for convenience. The detailed clauses prevail if there is an inconsistency. “Including” means “including without limitation”. The singular includes the plural and vice versa. A reference to written approval includes email or an official platform message.

23.3 Severability

If any provision is invalid, unlawful or unenforceable in a jurisdiction, it will be read down to the minimum extent necessary or severed, and the remaining provisions continue in effect.

23.4 No waiver

A delay or failure to enforce a provision is not a waiver. A goodwill exception for one Customer, Order or circumstance does not require the same exception for another case.

23.5 Language

Translations may be provided for convenience. To the extent permitted by law, the English version controls where translations differ. Mandatory language rules in the Customer’s jurisdiction prevail.

24. CONTACT INFORMATION

La Exomé Global Customer Support

Company	La Exome Pte. Ltd. (UEN 202529444D)
Email	sales@laexome.com
Website	www.laexome.com
Support hours	Monday to Friday, 10:00–18:00 Singapore Time (GMT+8), excluding Singapore public holidays

Include your Order number in all correspondence. For urgent product-safety concerns, use the subject line “URGENT PRODUCT SAFETY – [PRODUCT / BATCH]”. Support hours and response targets do not limit any mandatory deadline; submit your notice before the applicable deadline even if our office is closed.

APPENDIX A — EVIDENCE CHECKLIST

Provide only evidence relevant to your claim. Original, clear and time-stamped files are preferable. Do not alter or annotate the original files; you may provide a separate marked-up copy if clarification is needed.

Claim type	Evidence usually requested	Keep / do not discard
Transit damage / leakage	Outer carton, all sides, shipping label, inner protection, Product and leak/breakage, unboxing video, courier notation	Parcel, Product, all contents, label, batch/expiry
Wrong / missing item	Full parcel contents, packing label, Product barcodes, shipping label, continuous unboxing video if available	All received items and packaging
Quality defect	Photos/video reproducing issue, batch/expiry, usage and storage details, remaining Product	Product, dispenser, cap, box and remaining contents
Adverse reaction	Affected area, timeline, amount used, full routine, batch/expiry, professional note if reasonably needed	Product and packaging; stop further use
Non-delivery	Tracking, address confirmation, courier contact, customs/collection checks, non-receipt declaration	Order and communication records
Delivered not found	Delivery photo, household/building/locker checks, CCTV or police report if requested	Tracking messages and building records
Unopened statutory return	Seals, packaging, withdrawal notice and proof of return shipment	Complete, unused, sealed Product and gifts

Evidence quality requirements

Photographs should be in focus, well-lit, unfiltered and show scale and context.
Videos should be continuous where continuity matters; do not cut away from the parcel or Product.
Show the Order or shipping label without publicly sharing unnecessary personal information.
Keep original files and metadata. Compressed social-media copies may be insufficient for detailed review.
Do not stage, recreate or worsen damage. Do not open a Product solely to produce evidence unless instructed.
A missing unboxing video is not automatically fatal where other reliable evidence establishes the claim, but lack of evidence may affect the result.

APPENDIX B — REGIONAL STATUTORY RIGHTS SUMMARY

This appendix is a non-exhaustive summary, not a substitute for local law.

Consumer law changes and may depend on the seller, delivery country and facts. Any mandatory local rule prevails over this summary and the rest of this Policy.

B.1 Singapore

Singapore consumers may have statutory remedies for goods that do not conform to the applicable contract, including repair or replacement and, in qualifying circumstances, an appropriate price reduction or rescission. This Policy’s seven- or fourteen-day notification windows do not operate as a contractual exclusion of any non-excludable right or statutory presumption. For cosmetics, the nature of the Product and the alleged non-conformity may affect the legal analysis.

B.2 European Economic Area and United Kingdom

Consumers buying online may have a statutory withdrawal period, commonly fourteen (14) days from delivery, subject to exceptions. A right of withdrawal may not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. The Customer generally bears direct return cost if properly informed, while reimbursement of outbound delivery may be limited to the least expensive standard method. Separate legal guarantees apply to faulty or non-conforming goods.

B.3 Australia and other consumer-guarantee jurisdictions

Mandatory consumer guarantees for faulty, unsafe, misdescribed or unfit goods cannot be displaced by a “no refunds” statement. A business may assess the Product before providing a remedy. Change-of-mind returns may be excluded where no statutory right exists, but those exclusions must not be applied to a mandatory remedy for a genuine product failure.

B.4 Other jurisdictions

Some countries or states require specific cancellation notices, return labels, warranty periods, refund timing, local-language disclosures, repair-first procedures or platform remedies. We will apply those requirements where they govern the transaction. Contact us promptly so the claim can be routed to the responsible seller or local process.

END OF POLICY | VERSION 2.0 | EFFECTIVE 28 JULY 2026