Refund & Exchange Policy

At Femoire, we stand behind every programme we ship — so confidently that the 3-Month Skin Cell Reset Programme is covered by our 90-Day Money-Back Guarantee. This policy explains how the guarantee works and when you can request a refund or exchange.

90-Day Money-Back Guarantee

The full Skin Cell Reset takes 90 days — and we believe in it enough to put that in writing. Give the programme a genuine try, and if your skin has not visibly improved, you can claim a refund under the terms below.

The guarantee works as follows:

• Covered purchase: the 3-Month Skin Cell Reset Programme (3-box bundle) purchased directly from bewellwithkelly.com. The 3-month bundle provides the full 90-day supply the reset requires, so it is the only bundle the satisfaction guarantee can fairly apply to.
• Give it a genuine try: claims are accepted once you have completed the first two months of the programme with consistent daily use, and no later than 90 days from delivery.
• What is refunded: the refund covers the remaining unopened boxes you return to us. Boxes that have been opened or used are not refundable — so if you are still deciding after two months, keep your third month's boxes sealed until you have made up your mind.
• How to claim: message our support team with your order number, when you started, and a short description of your experience. The unopened boxes must be returned to us before the refund is issued.
• One claim per customer: the guarantee may be used once per customer, household, or delivery address, and applies to your first Femoire order only.
• Review & approval: all claims are subject to review. We reserve the right to partially approve, limit, or decline claims involving repeated requests, unusual patterns, or suspected misuse — this keeps the guarantee sustainable and fair for every customer.

If you would prefer, we are also happy to arrange an exchange or credit toward a future order instead — just let our team know what suits you best.

Damaged, Defective or Wrong Items

• Damaged or defective product: If your order arrives damaged, leaking, broken, or tampered with, notify us within 7 days of delivery with clear photos of the product and packaging — we will replace it with a new item at no cost to you.
• Wrong item received: If we sent you the wrong bundle, flavour, or quantity, we will ship the correct item at no cost to you.
• Manufacturing defects: Issues with seal integrity, expiry date, or product consistency are covered — the affected product will be replaced with a new item.

Not Eligible

• Satisfaction-based refunds that fall outside the 90-Day Money-Back Guarantee terms above
• Boxes that have been opened or used (the 90-Day Money-Back Guarantee refunds unopened boxes only)
• Products purchased from unauthorised sellers (we only guarantee products purchased directly from bewellwithkelly.com)
• Repeat or subsequent orders (the satisfaction guarantee covers your first order only)
• Requests submitted beyond the applicable time window above

How to Submit a Request

To request a refund or exchange, please:

1. Contact our customer support via our contact page within the applicable time window.
2. Include your order number, full name, and a brief explanation of the issue.
3. Provide photo evidence where applicable (damage, wrong item, etc.).
4. Our team will respond within 1–2 business days with next steps.

Refund Processing

Approved refunds are processed back to your original payment method:

• Credit/Debit Card (via Stripe): 5–10 business days depending on your issuing bank
• PayNow: 3–5 business days via bank transfer

You will receive an email notification once the refund is processed.

Return Shipping

For eligible returns, we will provide return shipping instructions. Customers are responsible for safely packaging the product. Return shipping costs are reimbursed for damaged, defective, or incorrectly shipped items.

Exchanges

If you'd prefer an exchange rather than a refund (for example, swapping a bundle size), we're happy to arrange this subject to product availability. Any price difference will be refunded or collected accordingly.

Contact

For any questions about this policy, reach us at WhatsApp +65 9397 4613.