Refund policy

Last updated: 31 August 2026

This Refund Policy is issued by Pearl Innovations and Consumer Health Pte. Ltd. (UEN 202613120W), trading as Natural Pearl Skincare, of 9 Raffles Place, #29-05, Republic Plaza, Singapore 048619. Claims and questions: support@npskin.com.

This policy is part of our Terms of Service. Nothing in this policy limits a non-excludable right under Singapore law, United States federal or state consumer-protection law, or the mandatory consumer laws of your place of residence, including a remedy if goods are defective, not as described, or fail a statutory guarantee.

1. 90-Day Money-Back Guarantee

If you are not satisfied with an eligible unit purchased from us on npskin.com or our official checkout, you may request a refund of that unit’s purchase price within 90 days under this policy. The guarantee is a satisfaction guarantee for a genuine first use of each product, not a bulk-return programme and not a way to stock or resell product at our expense.

2. What is eligible — first unit only

The guarantee applies only to the first unit (the first bottle, jar, tube, or other single sellable unit) of each distinct product in a single order.

  • One unit of a product in the order: that unit is eligible, subject to the rest of this policy.
  • More than one unit of the same product in the order: only the first unit of that product is eligible. Additional units of that product in the same order are not covered by the money-back guarantee.
  • Several different products in the order: the first unit of each distinct product may be eligible. Extra units of any one product are not.

Example: an order of three bottles of the same serum and two jars of the same cream is eligible for a money-back claim on one serum and one cream only. The other three units in that order are not covered by the guarantee (they remain covered by statutory rights if they are defective or not as described).

The guarantee is personal to the original purchaser on that order. It cannot be transferred, stacked across accounts, or used by a later owner.

Items we have marked as final sale at checkout, if we ever mark an item that way, are not covered by the satisfaction guarantee. Statutory defect rights still apply.

Purchases from unauthorised sellers, marketplaces we do not operate, or anyone other than our official Site are not covered.

3. Time limit

You must email us within 90 days of the date the eligible unit was delivered. If we cannot confirm a delivery date, we will count 90 days from the shipment date shown on the order. Claims sent after that window are not covered by the satisfaction guarantee (statutory defect claims are assessed separately and are not cut off by this 90-day window except as the applicable law allows).

4. What we refund

For an approved satisfaction claim we refund the purchase price of the eligible unit to the original payment method. If tax was charged on that unit, we refund that tax as required by law. If the unit was bought with a coupon or promotional price, we refund the amount actually paid for that unit, not a higher “full” price.

Shipping charges are not refunded under the satisfaction guarantee, except where the law requires it, or where the claim is that the eligible unit was defective, damaged in fulfilment, or not the product you ordered.

We do not refund extra units of the same product under the satisfaction guarantee. We do not refund purchases we reasonably determine were made for resale or as part of guarantee abuse.

5. How to claim

Email support@npskin.com from the email on the order. Include:

  • order number;
  • the product and that you are claiming the first unit of that product;
  • a statement that you want to use the 90-Day Money-Back Guarantee;
  • any other information we reasonably request to verify the order and the claim.

We may ask for photos, the shipping name and address, or other verification. For hygiene reasons we may not require return of an opened cosmetic first unit. We will tell you if a return is required (for example an unopened extra unit sent in error, a wrong item, or a defective unit we need back). If we require a return, we will say how to send it. Unauthorised returns sent without our instruction may not be refunded and may not be sent back.

Do not include products you did not buy from us. If a return (when one is required) includes product from other sellers or product we reasonably believe is counterfeit, we may refuse the entire claim and may retain the items for investigation.

Approved refunds go to the original payment method after we have verified the claim. We do not refund to a different card or as store credit unless we agree in writing or the original method cannot accept a refund, in which case we will use a reasonable alternative.

6. Defective, damaged, or incorrect products

If a product is defective, arrives damaged, or is not the product you ordered, email support@npskin.com with the order number and a description. That claim is not limited to the first unit. We will not treat a genuine quality or mis-shipment complaint as guarantee abuse. Remedies may include refund or replacement, as required by this policy and by non-excludable law.

7. Cancellation before shipment

If you ask us to cancel before the order has shipped, email support@npskin.com. If we are able to stop the order, we will refund the amounts we can reverse. Once an order has shipped, this Refund Policy applies rather than a pre-shipment cancel.

8. Abuse, fraud, and ineligible claims

We may refuse, limit, delay, or reverse a satisfaction claim, cancel open orders, close accounts, and decline future orders if we reasonably believe that:

  • the request is fraudulent, abusive, or in bad faith;
  • the claimant is not the original purchaser;
  • the request is part of a pattern of ordering to obtain refunds — including repeated orders of multiple units so that the “first unit” of each order is claimed, repeated first-unit claims across many orders, or use of multiple names, emails, payment methods, or addresses to multiply first-unit claims;
  • the products were purchased for resale, wholesale, unauthorised retail, or a giveaway we did not authorise;
  • information given to us is false, incomplete, or misleading;
  • the claim is for units this policy says are not covered, other than a statutory defect claim;
  • packaging or labelling has been stripped so we cannot verify the product, other than ordinary opening and use of one eligible first unit.

We may also refuse a satisfaction claim that is only an attempt to obtain free product (for example claiming the first unit on every order while keeping extra units, or emptying and returning product in a way inconsistent with ordinary personal use of a first unit).

9. Chargebacks

Contact us before disputing a charge with your bank or card issuer so we can handle a legitimate claim. Filing a chargeback does not enlarge what this policy covers. We still investigate fraud. If you charge back an amount we already refunded, we may reverse the duplicate recovery by any lawful means.

10. Promotions and partial orders

If an order mixed eligible and ineligible units, we refund only the eligible unit(s). If a promotion required a minimum purchase, reversing an eligible unit may mean the remaining units are re-priced as if the promotion no longer applied; we will not use that to take more than you paid, but we will not refund more than you paid for the eligible unit.

11. How this sits with the Terms of Service

Disputes about refunds are subject to the informal-resolution, arbitration, class-action waiver, and governing-law sections of the Terms of Service, except where a non-excludable law gives you a different forum (for example a small-claims court or a mandatory consumer tribunal).

12. Contact

Pearl Innovations and Consumer Health Pte. Ltd.
Trading as Natural Pearl Skincare
9 Raffles Place, #29-05, Republic Plaza, Singapore 048619
support@npskin.com