Refund policy

REFUND AND RETURN POLICY

Last updated: October 6, 2026

In this policy, "SFK Wellness Hub", "we", "us" and "our" mean SFK WELLNESS HUB SG PTE. LTD. (UEN 202637562K), the operator of this store.

At SFK Wellness Hub, your satisfaction is our priority. Please read this policy carefully before making a purchase.

IMPORTANT — WHICH RULES APPLY TO YOUR PURCHASE

  • Physical products and health service bookings purchased through our website (sfkey.net) or through the Wellness Mall within the SFK Wellness mobile application are covered by clauses 1 to 8 below.
  • Subscriptions and in-app purchases made inside the SFK Wellness mobile application (Smart Membership, Expert Membership, and Token packs) are billed by Apple or Google, not by us. Different rules apply — please see clause 9.

Nothing in this policy limits any rights you may have under the Consumer Protection (Fair Trading) Act (CPFTA) or other applicable Singapore law.

1. INSPECTION PERIOD

Please inspect your items within 7 business days of receiving your order. After this period, the transaction will be treated as complete and we will not be able to accept a return request, except where you have rights under applicable law.

2. DEFECTIVE, DAMAGED OR INCORRECT ITEMS

If you receive an item that is defective, damaged, or not what you ordered, please contact us within 7 business days of receiving it, providing:

  • Your order number
  • Clear photographs or video showing the defect or damage

We will review your case within 48 hours and arrange one of the following outcomes.

Scenario A — Our responsibility (defective, damaged or incorrect item):

  • A full refund to your original payment method, or a free replacement.
  • Return shipping is arranged and paid for by SFK Wellness Hub.
  • Return address: 38 Lorong 5 Toa Payoh, #08-497, Singapore 310038

Scenario B — Change of mind (including wrong size or personal preference):

  • We do not accept returns for change of mind, personal preference, or an incorrect size selected by the customer.
  • Items that have been opened or used are not eligible for return, for hygiene reasons.
  • Where a return is approved on a case-by-case basis, return shipping is payable by the customer, to the return address above.

3. ITEMS NOT ELIGIBLE FOR RETURN

We are unable to accept returns in the following cases:

  • Change of mind, incorrect size selected, or personal preference
  • Items that have been opened or used
  • Health, wellness and personal care products, for hygiene reasons
  • Requests made after the 7 business day period

For clarity, the exclusions in this clause apply to change-of-mind returns only. They do not apply where an item is defective, damaged in transit, or not the item you ordered — those cases are covered by clause 2, Scenario A — and they do not affect your statutory rights under the CPFTA.

4. UNDELIVERED OR LOST PARCELS

If you have not received your order within the timeframes set out in our Shipping Policy (10 business days for Singapore, 30 business days for international orders), please contact us with your order number.

We will open a trace enquiry with the carrier. If the parcel is confirmed lost, we will issue a full refund or re-ship your order free of charge.

5. HEALTH SERVICE BOOKINGS

SFK Wellness Hub is a platform that connects you with independent health service providers. We are not a provider of medical services and do not provide diagnosis, treatment, cure or prevention of disease.

Cancellation terms for service bookings:

  • Cancelled more than 24 hours before the appointment: full refund
  • Cancelled within 24 hours of the appointment: no refund
  • No-show: no refund
  • Service completed and confirmed by electronic signature: no refund

For health services booked through the SFK Wellness Hub platform from third-party service partners, SFK acts as a platform intermediary only. Disputes regarding the quality of a service should be raised directly with the relevant service partner.

6. REFUND PROCESSING

Approved refunds are returned to your original payment method within 5–7 business days. The time taken for the funds to appear in your account depends on your bank or card issuer.

7. HOW TO REQUEST A RETURN

To submit a return request, sign in to your account:

https://account.sfkey.net

Once signed in, go to "My Orders" → select the order → click "Request a Return". Our team will review your request within 48 hours (Monday to Friday).

8. CONTACT US

Email: support@sfkey.net
Website: sfkey.net/pages/contact
Response time: Within 48 hours (Mon–Fri)

9. SFK WELLNESS APP — SUBSCRIPTIONS AND IN-APP PURCHASES

Purchases made inside the SFK Wellness mobile application — Smart Membership and Expert Membership subscriptions, and Token packs — are billed and processed directly by Apple's App Store or Google Play, not by SFK Wellness Hub. The app is operated by SFK TECHNOLOGY SHARES PTE. LTD., and these purchases are governed by the Terms of Service.

Accordingly:

  • We cannot directly process, approve or guarantee a refund for any subscription or in-app purchase made through the SFK Wellness app.
  • To request a refund for an in-app purchase, please apply directly to the relevant platform:
    • iOS users: visit reportaproblem.apple.com, or go to Settings → [your name] → Subscriptions on your device.
    • Android users: Google Play Store → Menu → Subscriptions → select the subscription, or use the Google Play order history page.
  • Approval and processing times for in-app purchase refunds are determined entirely by Apple's or Google's own refund policies, and are outside our control and the control of SFK TECHNOLOGY SHARES PTE. LTD.
  • Cancelling a subscription stops future renewal charges. It does not retroactively refund the current billing period unless Apple or Google approves a refund directly.

Tokens. Tokens are a virtual in-app unit and have no monetary value outside the app. We do not refund, exchange or convert Tokens into cash. Tokens that have already been spent cannot be restored. Where a refund is granted by Apple or Google for a Token pack or a subscription payment, we may suspend that account's eligibility to receive future promotional Token rewards, as set out in clause 9.5 of our Terms of Service.

If you are unsure which channel applies to your purchase, or need help identifying whether you purchased through our website or the mobile application, please contact us at support@sfkey.net and we will help direct your request to the correct channel.

This policy is consistent with Singapore's Consumer Protection (Fair Trading) Act (CPFTA).

SFK® · Smart Family Key — SFK is a registered trademark of SFK TECHNOLOGY SHARES PTE. LTD. (Singapore, Trade Mark No. 40202525440Y). Other names and marks used here, including "SFKey", "SFKey Health", "SFK Wellness", "SFK Wellness Hub" and "Smart Family Key", are used as trade names or product names.