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Exchange & Refunds

Exchanges

HYSSES accepts returns for our products if they meet all the following criteria:

1. Product is purchased within 7 days.

2. Product for exchange is accompanied with original receipt or proof of purchase.

3. Product is unused, unopened with original packaging intact, and in selling condition.

4. Product is purchased from any HYSSES boutique in the same country.

NOTE:

Promotional and/or bundled items are non-exchangeable, and non-refundable.

Exchange will be granted If product sold is found to be defective or different from receipt.

If product for exchange is a higher priced item than the product purchased, customer will be required to top up the price difference.

If the product for exchange is a lower priced item, there will be no change given.

Product exchanges can only be performed once at the outlet of purchase on the original transaction, of which will be invalid for exchanges thereafter.

A defect is an imperfection in a product arising from a manufacturing or design defect that hinders a product to perform its desired function.

If you suspect that the item you have received is defective, please write in to customer.care@hysses.com with your purchase details and photos and/or video to support your claim within 7 days, and HYSSES will initiate an investigation to identify the defect. Once the defect is identified, HYSSES will proceed to validate a one-time exchange for the customer.

NOTE:

There may be a slight discrepancy in the product design (especially handmade products such as clay diffuser or wood grain) from the online store's product photo. In such cases, this variance is not considered a product defect.

You may refer to the table below for some examples of products which are non-returnable:

Essential Oils 
Essential oil seal is broken

Home Scents 
Reed diffuser sticks have been used
Diffuser liquid has oxidised due to prolonged oxygen exposure

Ceramic Diffusers/ Scenting Clay 
Broken/cracked clay pieces
Clay diffusers that have been discoloured due to prolonged usage

Face/Hair/Body Products
Bottle is damaged externally (e.g. dented/cracked)
Pump head dispenser has been ejected
Safety seal sticker has been tampered

Machines
Nebulisers and Water Mist Diffusers have been used with essential oil.
Broken or cracked glass parts – glass chamber, glass tip, glass funnel 

Others 
Products that are close to its expiry date
Products that are bought during promotion periods or Warehouse Sale

It is HYSSES and the customer's responsibility to check the condition of all products during purchases before leaving the boutique.

HYSSES retail staff will conduct a thorough check with the customer on the following:

1. Breakable products are not broken, cracked, dented, stained and/or scratched.

2. Product does not have missing parts, for example:
a. Reed diffusers come with diffuser sticks
b. Ceramic diffuser contains diffuser liquid in correct scent (unless otherwise stated)
c. Nebulisers and Ultrasonic Mist Diffusers come with adaptor and glass chamber

3. Actual product matches with packaging box

4. Machines are tested to be in working condition in front of customers:
a. Electric Burners are tested with new light bulb
b. Nebulisers and Ultrasonic Mist Diffusers are tested with accompanying adaptor and glass chamber

5. Products sold within 6 months of expiry made known and acknowledged by customer

HYSSES will not be responsible for any product damages after the customer leaves the boutique, therefore broken products will not be allowed for product exchanges.

Yes, we accept exchanges for products purchased through our online store and authorised sellers on third-party marketplace (e.g. Shopee, Lazada). For product exchanges, you will need to send an email to customer.care@hysses.com with your order number and reason for the exchange within 7 days of receipt. If your product exchange request is approved, we will contact you for further instructions.

Acceptable reasons for exchange:

- Wrong item received

- Defective/faulty

- Damaged upon receiving

It is HYSSES responsibility to make sure that the item is securely packed with ample cushioning such as sponge or bubble wrap. If you have opened the packaging and found that your item is broken or damaged, please take a photo of the damages immediately and send it to customer.care@hysses.com. HYSSES will contact you to guide you on the process to receiving your replacement.

NOTE:

If product has separate parts, we may send replacements for only parts that were damaged.

No. HYSSES does not accept product returns for opened and used products for hygiene and quality control purposes. You may refer to our exchange and return policy to see if your product has met the criteria for an exchange.

Yes, you may. It will be advisable to inform us which outlet and date you are planning to visit for the exchange for us to make prior arrangements with the outlet. At the same time, do tell us which product you have in mind that you wish to exchange for so that we can ensure that the stock is available for pick up when you arrive.

Refunds

Due to the volatile nature of our products and hygiene reasons, we do not allow refunds for non-defective products. Refunds for defective products are considered on a case-by-case basis and will only be granted by approval from the management after investigation. You may write in to customer.care@hysses.com to request a refund.

Yes. If you wish to refund your products into store credits upon a successful return, the credits will be credited into your VIP membership account which you can freely utilise for subsequent purchases in our boutiques.

Refunds are typically issued back the same way as its original payment method by default, however there are also other options on how you would like to receive your refund which you can opt for during the refund process.
Using the table below, you will be able to see what options are available for you.

Payment Method     |     Refund Method
Credit Card     |     Credit Card, Cheque, Store Credit
Store Credit     |     Store Credit
PayPal     |     PayPal, Store Credit, Credit Card

HYSSES will start the refund process only after return item have reached our headquarters and deemed eligible for refund.
Using the table below, you can see the estimated lead time it takes for you to receive your refund.

Payment Method     |     Refund Method

Credit Card     |     Credit Card (1 to 2 working weeks), Cheque (1 to 2 working weeks), Store Credit (3 working days)
Store Credit     |     Store Credit (3 working days)
PayPal     |     PayPal (3 to 5 working days), Store Credit (3 working days), Credit Card (1 to 2 working weeks)

NOTE:

HYSSES reserves the rights to withhold and refunds if original item or its accompanying parts have not reached our headquarters.
The customer will bear any charges imposed by credit card company for refund transactions.

Customers may exchange products at the same HYSSES boutique if the product has met all criteria listed above.

For a full listing of our HYSSES boutiques, you may visit:  http://sg.hysses.com/pages/store-locator

Note: If you wish to exchange your product at a different boutique, please inform us at customer.care@hysses.com so necessary arrangements and ample communication can be given to our retail team.