This policy explains how we deliver your order and what to do if something is wrong with it. It forms part of our Terms and Conditions and does not affect your statutory rights under Singapore law.

1. Order processing

1. Orders are processed within 1–3 working days (Monday to Friday, excluding Singapore public holidays) after payment is confirmed.

2. During sales and promotional periods, processing may take up to 5–7 working days.

3. You will receive an email with a tracking number once your order is dispatched. Tracking may take up to 48 hours to update.

2. Shipping rates and delivery times

Delivery times are estimates and may be affected by carrier delays, weather, or public holidays.

3. Delivery orders

We currently deliver within Singapore only. We do not ship to addresses outside Singapore, including freight forwarders.

4. Delivery address and failed delivery

1. Please check your address and phone number before placing your order. We are not responsible for orders delivered to an incorrect address you provided.

2. To change your address, contact us before your order is dispatched.

3. If delivery fails because no one is available or the address is incorrect, the carrier may attempt redelivery or return the parcel to us. Re-shipping fees will be charged to you.

4. Unclaimed parcels returned to us will be refunded minus the original and return shipping fees.

5. Lost, late or missing parcels

• If your tracking shows no update for more than 7 working days, or your order has not arrived within 10 working days of dispatch in Singapore, please contact us.

• If tracking shows “delivered” but you cannot find your parcel, check with neighbours, your building management or security, then contact us within 7 days of the delivery date.

• We will open an investigation with the carrier. If the parcel is confirmed lost, we will send a replacement or refund you in full.

6. Returns and exchanges

For health, safety and hygiene reasons, returns and exchanges of health supplements for change of mind are generally not accepted once they have left our warehouse.

At our discretion, we may accept an unopened item with its seal intact if you contact us within 7 days of delivery. Accepted returns are refunded as store credit, and return shipping is at your cost. Opened items, items with a broken seal and free gifts cannot be returned for change of mind.

This section does not apply to items that are damaged, defective, incorrect or expired, which are covered in Section 7.

7. Damaged, defective, incorrect or expired items

If your order arrives damaged, defective, incorrect, incomplete, or expired or close to expiry, we will make it right.

1. For fastest resolution, please contact us at care.ayros.sg@gmail.com within 7 days of delivery with your order number and photos of the item, packaging, batch number and expiry date. Claims made after this period remain subject to your statutory rights (see below).

2. Please keep the item and packaging until we have reviewed your claim. We may ask you to return it, and we will pay the return shipping.

3. Once confirmed, we will offer a replacement, or a full refund including the original shipping fee, at your choice.

We guarantee that products are delivered with at least 6 months of shelf life remaining unless stated on the product page.

Your statutory rights: under the Consumer Protection (Fair Trading) Act, if a product did not conform to the contract at the time of delivery, you may be entitled to a repair, replacement, price reduction or refund. A defect reported within 6 months of delivery is presumed to have existed at delivery unless proven otherwise. This policy does not limit those rights.

8. Adverse reactions

If you experience an adverse reaction, stop taking the product and seek medical advice. Please tell us at care.ayros.sg@gmail.com with your order number and the product batch number. We record all reports and will review your case individually. Where appropriate we may report to the Health Sciences Authority.

9. Order cancellations

You may cancel a one-time order before it is dispatched by emailing care.ayros.sg@gmail.com with your order number. Orders already dispatched cannot be cancelled. For subscription orders, please see our Subscription Policy.

10. Refunds

1. Approved refunds are made to your original payment method within 7 working days. Your bank may take a further 5–10 working days to show the credit.

2. Discounts, points and gift cards used on an order will be refunded in the same form where possible.

3. Original shipping fees are refundable only when the refund is due to our error, a defective or damaged item, or a lost parcel.

11. Contact

care.ayros.sg@gmail.com · WhatsApp +65 6917 4013 · Monday–Friday, 9:30am–6:30pm SGT