Refund policy

Refund and Money-Back Guarantee Policy

Last updated: October 17, 2026

This Refund and Money-Back Guarantee Policy (“Policy”) applies to Products purchased directly from Bloumee.

Definitions

“Business Day” means Monday through Friday, excluding public holidays observed by the Bloumee customer-support team.

“Calendar Day” means every day, including weekends and public holidays.

“Delivery Date” means the date on which the delivery provider’s tracking information shows that the Product was delivered.

“Eligible Country” means Australia, Canada, New Zealand, or the United States.

“First Subscription Order” means the first subscription purchase made by a customer, identified using the customer’s account, email address, payment method, delivery information, or other relevant order information.

“Order Date” means the date on which the customer submits an order.

“Product” means a product purchased directly from Bloumee.

“Returned Product” means a Product, including an opened unit or its remaining portion, returned under Bloumee’s written instructions following approval of a return request.

“SKU” means a distinct Product or Product variant, including Products that differ by formulation, flavor, size, pack size, series, type, or another distinguishing characteristic.

1. Defective, Damaged, Incorrect, or Non-Conforming Products

1.1 Reporting an Issue

If a Product or its packaging is defective or damaged when received, the wrong Product is delivered, or the Product otherwise fails to conform to the order, contact support@bloumee.shop as soon as reasonably possible.

To help us investigate promptly, customers should contact us within five Calendar Days of the Delivery Date and provide:

  • The order number;

  • A description of the issue; and

  • Clear photographs and/or video showing the Product, packaging, shipping label, and issue.

The five-day notification period helps us investigate delivery and fulfilment issues. It does not limit any consumer right or remedy that cannot legally be limited.

1.2 Available Remedies

After reviewing the request, Bloumee may provide a repair, replacement, refund, price reduction, or another appropriate remedy.

The available remedy will depend on:

  • The nature and severity of the issue;

  • Whether the issue can be remedied within a reasonable time;

  • Product availability;

  • Whether the Product must be returned; and

  • The consumer laws applicable in the customer’s location.

Nothing in this Policy excludes or limits any mandatory consumer guarantee, right, or remedy.

2. Undelivered or Missing Parcels

2.1 Parcel Not Delivered

If tracking information does not show delivery by the estimated delivery date, contact support@bloumee.shop so that we can investigate with the delivery provider.

Customers should contact us within five Calendar Days after the estimated delivery date has passed.

2.2 Parcel Marked as Delivered

If tracking information shows that a parcel was delivered but the customer cannot locate it, the customer should:

  1. Check the delivery location and surrounding area;

  2. Check with household members, neighbors, building management, or reception;

  3. Review any delivery photograph or carrier notice; and

  4. Contact us within five Calendar Days of the recorded Delivery Date.

2.3 Investigation and Remedy

We may require the customer’s reasonable cooperation with a delivery-provider investigation.

If the order is confirmed as lost because of a delivery-provider error, Product unavailability, or another circumstance for which Bloumee is responsible, we will provide an appropriate remedy, which may include a replacement or refund.

This section does not limit any mandatory delivery rights available under applicable law.

3. Change-of-Mind Returns

Unless expressly stated otherwise, Bloumee does not provide general change-of-mind returns for:

  • One-time purchases;

  • Subsequent subscription orders; or

  • Products that do not qualify under the 30-day Money-Back Guarantee.

This restriction does not apply where a return, refund, or other remedy is required by applicable law.

4. 30-Day Money-Back Guarantee

4.1 Eligible Countries

Bloumee offers a 30-day Money-Back Guarantee on qualifying First Subscription Orders delivered to:

  • Australia;

  • Canada;

  • New Zealand; and

  • The United States.

4.2 Eligibility Period

The Money-Back Guarantee begins on the Delivery Date.

The customer must submit a written request within 30 Calendar Days of the Delivery Date.

4.3 Eligible Orders

The Money-Back Guarantee applies only to a customer’s First Subscription Order.

It does not apply to:

  • One-time purchases;

  • Subsequent subscription orders;

  • Orders delivered outside an Eligible Country;

  • Products purchased through an unauthorized third-party seller; or

  • Products exceeding the unit limits in this Policy.

4.4 Unit Limit

The Money-Back Guarantee is limited to a maximum of three units per SKU.

Of those three units, no more than one unit of the same SKU may be opened.

4.5 Evaluating the Product

The customer may open and use one unit of each SKU included in the First Subscription Order to evaluate its suitability.

To receive a refund of the eligible Product purchase price, the customer must return:

  • The remaining portion of the one opened unit; and

  • Every other unit of the same SKU for which a refund is requested.

All additional units must be unused, unopened, and in their original packaging with seals and labels intact.

4.6 Multiple Opened Units

If more than one unit of the same SKU has been opened, only one opened unit is eligible under the Money-Back Guarantee.

Additional opened units of that SKU are not eligible for a refund unless applicable law requires otherwise.

4.7 Submitting a Request

The customer must email support@bloumee.shop within 30 Calendar Days of the Delivery Date.

The request must include:

  • The order number;

  • The relevant Product and SKU;

  • The reason for the request; and

  • Any supporting information reasonably required to review the request.

4.8 Approval and Inspection

A refund under the Money-Back Guarantee will be processed only after:

  1. Bloumee approves the request in writing;

  2. The customer follows the provided return instructions;

  3. Bloumee receives the Returned Product; and

  4. Bloumee verifies that the Returned Product meets this Policy.

The Money-Back Guarantee is an additional promise provided by Bloumee. It does not replace or restrict statutory consumer rights.

5. Return Authorization and Instructions

5.1

Except for an undelivered or missing parcel, customers must obtain written approval before returning a Product.

5.2

After approving a return, Bloumee will provide the applicable return destination and instructions directly to the customer.

Do not send a Product to an address found online, on a shipping label, or in another communication unless Bloumee has confirmed that address for the approved return.

5.3

Products returned without authorization or contrary to the supplied instructions may be rejected.

Bloumee is not responsible for unauthorized returns except where applicable law requires otherwise.

6. Condition of Returned Products

6.1 Defective, Damaged, or Incorrect Products

The Product should remain unused and unopened where reasonably possible.

If opening or using the Product was necessary to discover the issue, return it in the condition in which the issue was identified, together with its original packaging where available.

6.2 Money-Back Guarantee Products

For a Money-Back Guarantee return:

  • The remaining portion of the one eligible opened unit must be returned; and

  • Every additional unit of the same SKU must be unused, unopened, and in its original packaging with seals and labels intact.

6.3

Customers must not intentionally alter, contaminate, misuse, or damage a Product before returning it.

7. Return Deadline

Unless Bloumee provides a different deadline in writing, an approved Returned Product must be received within 30 Calendar Days after approval.

If a delivery delay or another circumstance outside the customer’s reasonable control may prevent timely delivery, the customer should contact support@bloumee.shop before the deadline.

This deadline does not limit any mandatory consumer right.

8. Return Shipping and Other Charges

8.1 Defective, Damaged, Incorrect, or Non-Conforming Products

For an approved claim involving a defective, damaged, incorrect, or non-conforming Product, Bloumee will cover or reimburse reasonable return-shipping costs where:

  • Bloumee confirms this in writing; or

  • Applicable law requires Bloumee to bear those costs.

Customers must follow the approved return method and instructions.

8.2 Money-Back Guarantee Returns

For a voluntary Money-Back Guarantee return, the customer is responsible for:

  • Return-shipping charges;

  • Insurance;

  • Duties;

  • Tariffs; and

  • Other return-related costs.

This allocation does not apply where applicable law requires Bloumee to bear a particular cost.

8.3 Original Charges

Original shipping and handling charges are non-refundable unless:

  • The Product was defective, damaged, incorrect, or non-conforming;

  • The order was not delivered;

  • Bloumee agrees otherwise in writing; or

  • A refund of those charges is required by applicable law.

Taxes and duties will be refunded where required by law or where they are recoverable by Bloumee.

9. Return Shipment Risk

Customers should use a trackable shipping service and retain proof of shipment.

Bloumee is not responsible for loss, theft, damage, or unreasonable delay during a return shipment arranged by the customer, except to the extent caused by Bloumee or where applicable law provides otherwise.

10. Refund Processing

10.1

An approved refund will be initiated after:

  1. Bloumee approves the request; and

  2. Bloumee receives and verifies the Returned Product, where a return is required.

Refunds will be initiated as soon as reasonably practicable and within any period required by applicable law.

10.2

Refunds will generally be issued to the original payment method.

If refunding the original payment method is not reasonably possible, Bloumee may arrange another appropriate method with the customer.

Banks and payment providers may require additional time to post a refund after Bloumee initiates it.

10.3

A refund will not exceed the amount actually paid for the eligible Product, together with any additional amount that applicable law requires Bloumee to refund.

Discounts, vouchers, and promotional credits have no separate cash value.

11. Replacements and Exchanges

If an approved replacement or exchange is unavailable or impractical, Bloumee may offer a refund or another appropriate remedy.

This does not restrict the customer’s ability to select a remedy where applicable law gives the customer that choice.

12. Ineligible Claims

A claim may be ineligible where:

  • The Product was purchased from an unauthorized third-party seller;

  • The Product was damaged through misuse, improper storage, unauthorized modification, or failure to follow its instructions;

  • The Product was lost or damaged during an unauthorized return;

  • The returned contents do not match the approved request;

  • The customer does not provide information reasonably necessary to investigate the claim; or

  • The claim does not meet the conditions of the voluntary Money-Back Guarantee.

These exclusions do not apply where a remedy is required by applicable law.

13. Subscriptions

Cancelling a subscription prevents future eligible renewals but does not automatically cancel an order that has already been processed or fulfilled.

Subscription changes and cancellations are governed by Bloumee’s Cancellation Policy.

Returns, refunds, and Money-Back Guarantee requests remain subject to this Policy.

14. Consumer Rights by Country

14.1 Australia

Products sold to Australian consumers come with guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the circumstances, Australian consumers may be entitled to a repair, replacement, refund, cancellation, compensation, or another remedy when a Product fails to meet an applicable consumer guarantee.

The five-day notification request and 30-day Money-Back Guarantee do not limit these statutory rights.

14.2 Canada

Canadian customers may have additional rights under applicable federal, provincial, or territorial laws.

Nothing in this Policy excludes or limits a consumer right or remedy that cannot legally be excluded or limited.

14.3 New Zealand

Products sold to New Zealand consumers are subject to applicable rights under the Consumer Guarantees Act 1993 and other consumer-protection laws.

Depending on the circumstances, a New Zealand consumer may be entitled to a repair, replacement, refund, compensation, or another remedy where a Product does not meet a statutory guarantee.

The time limits in this Policy do not replace or restrict those rights.

14.4 United States

Customers in the United States may have additional rights under applicable federal and state laws.

Nothing in this Policy waives or restricts a right or remedy that cannot legally be waived or restricted.

15. Abuse and Fraud Prevention

Bloumee may reject a request involving fraud, misrepresentation, falsified evidence, repeated abuse of the Money-Back Guarantee, or an attempt to obtain a refund for Products that were not purchased from Bloumee.

We may request reasonable information necessary to verify an order, customer identity, delivery issue, or return.

This section does not permit Bloumee to reject a valid statutory claim.

16. Policy Changes

Bloumee may update this Policy to reflect changes to our practices, Products, or applicable laws.

The version in effect when an order is placed will generally apply to that order unless:

  • A later version provides more favorable rights; or

  • Applicable law requires otherwise.

17. Contact

Bloumee is operated by ONE HEART TO YOU PTE. LTD. (UEN: 202302550H).

For return, replacement, refund, or Money-Back Guarantee requests, contact:

support@bloumee.shop