Information
Refund & Exchange Policy
Take the full ninety days to decide. This page sets out exactly how our guarantee works, what it covers, and how to claim it without having to speak to anyone.
1 90-Day Money-Back Guarantee
Take the full ninety days to decide. If you are not satisfied, return the bottles for a full refund.
No questions. No phone call. No retention offer.
| Term | Detail |
|---|---|
| Window | 90 days from delivery |
| Applies to | Orders placed directly on this site |
| Claims per customer | [1] |
| Refund | 100% of what you paid |
Return the bottles from your order, opened or unopened. You do not need to explain yourself, and nobody will call you to talk you out of it.
The Batch Guarantee
Separately from the above, every batch is tested by an independent laboratory before release and we publish the results. If any batch you received ever fails its test, we refund every customer who received it, without being asked and without waiting to be found out. You do not need to claim under this one. We come to you.
No subscription
There is nothing to cancel. We do not auto-bill and we do not keep your card on standing order. If you want more, you order more.
2 Damaged, Defective or Wrong Items
If your order arrives damaged, leaking, tampered with, or is simply not what you ordered, we will replace it. You do not pay for the replacement and you do not pay to send anything back.
Report it within 7 days of delivery, with photographs of:
- the outer shipping box, including any damage to it;
- the bottles as they arrived, before anything is discarded;
- the batch number and expiry date printed on the label;
- the shipping label, if it is still readable.
Please keep all packaging until we have resolved the claim. Once we have confirmed it, we ship a replacement at our cost, or refund you in full if you prefer.
3 Not Eligible
The following fall outside this policy:
- Products not bought from us directly. Anything bought from a marketplace listing, a reseller or a third-party site is covered by that seller's policy, not ours. We cannot verify the storage or authenticity of stock we did not ship.
- Claims made after the 90-day window has closed, measured from the delivery date on your tracking.
- Damage reported more than 7 days after delivery, or without photographic evidence.
- Products damaged after delivery by misuse, incorrect storage, or exposure to heat, damp or direct sunlight.
- Repeat claims beyond the number stated in section 1.
- Free items and welcome bonuses, which carry no cash value and are not separately refundable.
We may decline a claim where there is clear evidence of abuse of this policy.
4 How to Submit a Request
Email hello@fitwithlimfelix.com and include:
- your order number;
- the name and email address used on the order;
- which bottles you are returning, and whether they are opened or unopened;
- photographs, if you are claiming for damage or a wrong item.
You will get a reply within one working day with a return address and instructions. We will not phone you, and we will not ask you to justify the request.
Please wait for our instructions before sending anything back. Returns that arrive without a reference cannot be matched to an order and cannot be refunded.
5 Refund Processing
Once your return has been received and checked, we approve the refund and send it back to the original payment method. We cannot refund to a different card or account.
| Paid by | Refund lands in |
|---|---|
| Visa / Mastercard | [5 to 10 business days] |
| PayNow | [3 to 5 business days] |
| Atome | [per Atome's own schedule] |
We release the refund on our side as soon as it is approved. How quickly it appears on your statement after that is down to your bank or payment provider, not us.
6 Return Shipping
We send you the return address and packing instructions by email once your request is approved. Pack the bottles securely, use the reference we give you, and keep the tracking receipt.
| Reason for return | Who pays return postage |
|---|---|
| Damaged, defective or wrong item | We do |
| 90-day money-back claim | Reimbursed on approval |
| Change of mind outside the window | You do |
Where return postage is reimbursed, send us the receipt with your tracking number and we will add it to your refund. Until a returned parcel reaches us, it remains your responsibility, so please use a tracked service.
7 Exchanges
You can exchange for a different supply size, subject to availability, within the same 90-day window.
- Exchanging upward (for example 30-day to 90-day): you pay the difference at the price in force on the day of the exchange.
- Exchanging downward: we refund the difference to your original payment method.
If the size you want is out of stock, we will tell you the expected restock date and you can choose to wait or take a full refund instead.
8 Contact
Everything under this policy is handled by email, so that nothing arrives on your phone that you did not ask for.
Email hello@fitwithlimfelix.com
Reply within one working day, Monday to Friday.
This policy sits alongside our Terms & Conditions and Shipping Policy, and does not affect your statutory rights under Singapore law.