Return & Refund Policy

Return & Refund Policy

1. Faulty, Damaged, or Incorrect Items

1.1 If you receive or purchase an item that is faulty, damaged, expired, or different from what you ordered, please contact us within 48 hours of delivery or purchase at ask@aushealthwarehouse.com, including:

• Your order number or proof of purchase
• A description of the issue
• Photos of the item and packaging, where applicable 

For in-store purchases, please retain your receipt as proof of purchase.

1.2 Once verified, we will offer, at your choice (subject to stock availability): a replacement, a refund to your original payment method, or store credit.

1.3 We will arrange collection of the faulty/incorrect item or provide instructions for its return, at no cost to you, where the fault is confirmed to be ours or the manufacturer's.

2. Change of Mind

2.1 Due to the health, hygiene, and consumable nature of many of our products (vitamins, supplements, skincare, food, and personal care items), we are generally unable to accept change-of-mind returns or refunds for either online or in-store purchases.

2.2 If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible at ask@aushealthwarehouse.com. We cannot guarantee cancellation once an order has entered processing or been handed to our courier.

3. Non-Returnable Items

The following items cannot be returned or refunded unless faulty, damaged, or incorrect on arrival:

• Opened or used vitamins, supplements, skincare, and personal care products
• Food, beverages, and other consumable/perishable grocery items
• Items marked as CLEARANCE or near-expiry stock (unless faulty or expired earlier than stated)
• Gift cards and promotional vouchers

This reflects standard practice for health, wellness, and consumable products sold in Singapore, where hygiene and safety considerations mean opened items generally cannot be resold.

4. Eligibility Conditions (Where a Return Is Accepted)

Where a return is accepted (e.g. for a faulty, damaged, or incorrect item), the product should, where possible, be:

• In its original packaging, with any seals, labels, and accessories included
• Unused and unopened, except where the item is being returned because it is faulty or damaged
• Accompanied by proof of purchase (order confirmation or invoice)

5. Refund Process & Timeframes

5.1 Once we receive and inspect a returned item (or verify a claim from photos, where a physical return isn't required), we will notify you by email of the outcome.

5.2 Approved refunds will be processed to your original payment method within 7–14 business days of approval. The time for funds to appear in your account may vary depending on your bank or payment provider.

5.3 Delivery fees are non-refundable, except where the return is due to our error (e.g. faulty, damaged, or incorrect item), in which case any delivery fee you paid will also be refunded.

5.4 Refunds for orders paid via PayNow, credit/debit card, or PayPal will be returned via the same method used at checkout, where possible.

6. Order Cancellations

6.1 To cancel an order before dispatch, contact us immediately at ask@aushealthwarehouse.com with your order number. We will confirm whether cancellation is possible.

6.2 If an order has already been dispatched, it cannot be cancelled — you will need to wait for delivery and follow the applicable return process in this Policy, where eligible.

7. Restricted, Recalled, or Regulated Products

7.1 If a product you purchased is subject to a manufacturer or regulatory recall, we will contact affected customers with instructions and offer a full refund or replacement, regardless of the exclusions in Section 3.

8. In-Store Purchases & Pickup Orders

8.1 Items purchased or collected in-store may be returned in person, subject to the same eligibility conditions in this Policy, together with your receipt or order confirmation.

9. Your Statutory Rights

9.1 This Policy is intended to operate alongside, and does not limit, any rights you have under the Consumer Protection (Fair Trading) Act and other applicable Singapore consumer protection laws, including your rights in respect of goods that are not of acceptable quality, not fit for purpose, or not as described.

10. Changes to This Policy

10.1 We may update this Policy from time to time. The version published on ahw.sg at the time you place your order will apply to that order.

11. Contact Us

For any return, refund, or order issue, please contact us at:

Email: ask@aushealthwarehouse.com Website: ahw.sg/pages/contact-us