Returns & Warranty

Exchange & Return Policy

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.

5. For defective products and online purchases, an email must be sent to support team within 7 days.

 

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 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.comwith your purchase details 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 e-store product photo. In such cases, this variance is not considered a product defect.

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.comwith your purchase details 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 e-store product photo. In such cases, this variance is not considered a product defect.

UNDER WHAT CONDITIONS ARE THE PRODUCT NON-RETURNABLE?

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

 

Product Examples

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

Body Products - Bottle is damaged externally (e.g. dented/cracked)

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 dateProducts that are bought during promotion periods or Warehouse Sale

E-store Purchases

Yes, we accept returns for products purchased through the e-store. For product returns, the following must be fulfilled:

1. Email online.orders@hysses.com with your order number and reason for the return within 7 days of receipt.

2. Product must be unopened and unused, sealed in its original packaging.Product must be sent to:

HYSSES Singapore Pte Ltd
19 Tai Seng Ave,
Home-Fix Building, #06-10
Singapore 534054

3. Product must be sent out within 3 days upon advice from support team.

4. Product must reach HYSSES headquarters no longer than 5 working days after pick up from customer.

5. Product must be packed in proper parcel/carton packaging with sufficient cushioning to prevent damage during delivery.

6. Parcel/carton packaging must be labelled with order reference number for easy tracking.

We apologise for the mix-up during packing. Please write in to online.orders@hysses.com with a photo of the wrong product and your order reference number. You will also need to send the wrong product back to our headquarters, or drop it off at one of our outlets.

 

NOTE:

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

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 online.orders@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.

If you are unsatisfied with your purchase or have a change of mind, you can exchange your product with a different item, however there will be a $7 delivery fee chargeable for sending the new item. Arrangements for pick-up at one of our stores may be made by request.

You may write into online.orders@hysses.com within 7 days of receipt with your order reference number, reason for exchange and product that you wish to exchange it for. We will then contact you for further instructions.

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. 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.

Shipping & Delivery

HYSSES will reimburse up to $10 of the shipping cost for returning your product to our headquarters. However, HYSSES will not reimburse the shipping cost for non-defective items. Customer must provide official receipt from courier service to HYSSES within 3 days for reimbursement.  The reimbursement amount can be credited via Cash, Cheque, Credit Card or PayPal.

You may refer to the table below to see if your shipping cost is eligible for reimbursement.

Scenario     |     Requirement     |     Reimbursable?

Product is defective     |     Product is sent out within 10 days of receipt and reach us no longer than 5 working days after pick up.     |     Yes, up to $10

Wrong product delivered     |     Product is sent out within 10 days of receipt and reach us no longer than 5 working days after pick up.     |     Yes, up to $10

Change of mind/non-defective item/unsatisfied purchase     |     Product is sent out within 10 days of receipt and reach us no longer than 5 working days after pick up.     |     No

 

NOTE:

It is customer’s responsibility to ensure that product is securely packed with ample cushioning. For broken products, please wrap the broken part(s) individually with bubble wrap before packing into a carton box. HYSSES reserves the right to reject the returned product if item is found to be damaged during delivery.

HYSSES will absorb the shipping cost of the exchanged product if your purchased product is found to be defective, wrong or broken.

If you are unsatisfied with your purchase or have a change of mind after receiving your product and wish to have an exchange, you will need to pay a delivery fee of $7 to have your exchange product delivered.

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. Kindly note that you will have to bear all shipping cost for returns.