DE WOUD | Return, Refund & Cancellation Policy - Singapore
At DE WOUD, each fragrance is crafted to be experienced personally. Our Singapore policy reflects the nature of international orders and the craft behind every bottle we ship.
1. Order Cancellation Policy
Orders can be cancelled only before dispatch from our warehouse.
Once cancelled:
• A 2.5% payment gateway charge will be deducted from the order value.
• Refunds for cancelled prepaid orders will be:
◦ Credited to the original payment method
◦ Processed within 15 days of cancellation approval
Post-Dispatch Cancellation
Orders cannot be cancelled once dispatched.
2. Returns
We do not accept returns on international orders. A fragrance that has met your skin is no longer ours to reclaim - this is a position of craft, not policy.
Returns will not be accepted under any circumstances, including:
• Change of mind
• Preference-based reasons
3. Damaged, Defective, or Incorrect Orders
Every order is inspected before it leaves our warehouse. If your bottle arrives damaged, defective, incorrect, or broken in transit - it will be replaced.
To qualify for a replacement:
• The claim must be raised within 48 hours of delivery
• Clear unboxing photos or video must be provided showing the bottle, packaging, and all items received
• Claims without proof will not be accepted
• Do not dispose of the packaging or damaged product until your claim is approved
Approved replacements will be dispatched by DE WOUD through our courier partner at no cost to you.
4. Non-Replaceable Scenarios
Replacements will not be issued in the following cases:
Timeline Violations
• Claim raised after 48 hours of delivery
Proof & Process
• No photo or video proof provided
• Product used or opened beyond what is necessary to identify damage
• Packaging disposed of before claim approval
Product Condition
• Damage caused by misuse, tampering, or altered atomiser
• Labels, batch codes, or seals tampered with or removed
• Product swapped or found non-authentic upon inspection
• Engraved bottles are not eligible for Return/Refund.
Post-Delivery Damage
• Damage occurred after delivery due to customer handling
5. Refund Processing
Refunds apply only to cancellations made before dispatch, subject to the 2.5% payment gateway deduction. Approved refunds are processed within 15 days. Timelines may vary depending on your payment provider.
Replacements for damaged or incorrect orders are not refunded - the correct product is reshipped.
Policy Summary
|
Situation |
Policy |
|
Cancel before dispatch |
Approved - 2.5% payment gateway fee deducted |
|
Cancel after dispatch |
Not accepted |
|
Returns (any reason) |
Not accepted |
|
Damaged / defective / incorrect |
Replaced - report within 48 hours with proof |
|
Refund timeline |
Within 15 days of cancellation approval |
|
Claims after 48 hours |
Not accepted under any circumstances |
DE WOUD | Return, Refund & Cancellation Policy - Malaysia
At DE WOUD, each fragrance is crafted to be experienced personally. Our Malaysia policy reflects the nature of international orders and the craft behind every bottle we ship.
1. Order Cancellation Policy
Orders can be cancelled only before dispatch from our warehouse.
Once cancelled:
• A 2.5% payment gateway charge will be deducted from the order value.
• Refunds for cancelled prepaid orders will be:
◦ Credited to the original payment method
◦ Processed within 15 days of cancellation approval
Post-Dispatch Cancellation
Orders cannot be cancelled once dispatched.
If a prepaid order is refused at delivery or returned to DE WOUD, an RM 9 shipping deduction will be applied before processing any eligible refund.
2. Returns
We do not accept returns on international orders. A fragrance that has met your skin is no longer ours to reclaim - this is a position of craft, not policy.
Returns will not be accepted under any circumstances, including:
• Change of mind
• Preference-based reasons
3. Damaged, Defective, or Incorrect Orders
Every order is inspected before it leaves our warehouse. If your bottle arrives damaged, defective, incorrect, or broken in transit - it will be replaced.
To qualify for a replacement:
• The claim must be raised within 48 hours of delivery
• Clear unboxing photos or video must be provided showing the bottle, packaging, and all items received
• Claims without proof will not be accepted
• Do not dispose of the packaging or damaged product until your claim is approved
Approved replacements will be dispatched by DE WOUD through our courier partner at no cost to you.
4. Non-Replaceable Scenarios
Replacements will not be issued in the following cases:
Timeline Violations
• Claim raised after 48 hours of delivery
Proof & Process
• No photo or video proof provided
• Product used or opened beyond what is necessary to identify damage
• Packaging disposed of before claim approval
Product Condition
• Damage caused by misuse, tampering, or altered atomiser
• Labels, batch codes, or seals tampered with or removed
• Product swapped or found non-authentic upon inspection
Post-Delivery Damage
• Damage occurred after delivery due to customer handling
5. Refund Processing
Refunds apply only to cancellations made before dispatch, subject to the 2.5% payment gateway deduction. Approved refunds are processed within 15 days. Timelines may vary depending on your payment provider.
Replacements for damaged or incorrect orders are not refunded - the correct product is reshipped.
Policy Summary
|
Situation |
Policy |
|
Cancel before dispatch |
Approved - 2.5% payment gateway fee deducted |
|
Cancel after dispatch |
Not accepted - RM 9 deducted if order is returned |
|
Returns (any reason) |
Not accepted |
|
Damaged / defective / incorrect |
Replaced - report within 48 hours with proof |
|
Refund timeline |
Within 15 days of cancellation approval |
|
Claims after 48 hours |
Not accepted under any circumstances |
DE WOUD · Singapore · Malaysia · dewoud.com · This policy applies exclusively to orders shipped to Singapore & Malaysia.