Refund policy

🔁 Return & Exchange Policy

Last Updated: 14 October 2025

At WELIVE Supermarket, we want you to shop with confidence.
Every product we sell is carefully curated and quality-checked — but if something isn’t right, we’re here to help.

 

 

✅ 1. Eligibility for Returns & Exchanges

You may request a return or exchange within 7 days from the date of delivery if:

  • The item received is defective, damaged, or expired
  • You received the wrong item or quantity
  • The product arrived in unsatisfactory condition

 

⚠️ 2. Conditions for Return

To qualify for a return or exchange:

  • Items must be unused, unopened, and in their original packaging
  • Proof of purchase (order confirmation or receipt) is required
  • All accessories, free gifts, or bundle items must be included

❌ Change-of-mind returns are not accepted for hygiene and food safety reasons.

🍜 3. Non-Returnable Items

For safety and quality reasons, the following items are not eligible for return:

  • Opened or partially consumed food items
  • Perishable goods (e.g., snacks, noodles, beverages)
  • Free gifts or promotional items
  • Items marked as final sale

🧧 4. Exchange Process

  1. Contact our Customer Support team via:
    • 💬 Live Chat: on our website
    • 📱 WhatsApp: +65 8545 9418
    • 📧 Email: hello@welive.network
  2. Include your order number, photos, and a short description of the issue.
  3. Once verified, our team will provide return instructions or arrange for an exchange.

If your item qualifies, we’ll either:

  • Replace it with a new item, or
  • Issue a refund in store credits or to your original payment method.

Refunds typically take 5–10 working days to process once approved.

📦 5. Damaged or Missing Items

If your order arrives damaged, missing, or incorrect, please contact us within 3 days of delivery.
Include photos of the parcel and products received — our support team will assist you promptly.

🚚 6. Return Shipping

  • For eligible returns, WELIVE will cover the return shipping or arrange a collection at no cost.
  • For non-eligible items or incorrect returns, shipping fees will be borne by the customer.

🏪 7. Self Pick-up Orders

If you selected Self Pick-up, please inspect your items during collection.
Once items leave our premises, returns due to change-of-mind or external damage will not be accepted.

💬 8. How to Check Your Refund Status

Once your return is received and inspected, you’ll receive an email or WhatsApp notification confirming your refund or exchange status.
If approved, the refund will be processed via your original payment method or WELIVE store credits.

📣 9. Policy Updates

WELIVE reserves the right to amend this Return & Exchange Policy at any time.
Any changes will be reflected on this page with the updated effective date.

 

 

💛 Need Help?

Our support team is always ready to help.
Reach out to us anytime:

  • 💬 Live Chat: via website
  • 📱 WhatsApp: +65 8545 9418
  • 📧 Email: hello@welive.network
    Support Hours: Mon–Fri, 10AM–6PM (SGT)