Refund policy
If something arrives damaged, or it is the wrong item
That one is ours to fix, always. Tell us within 7 days of delivery and send a photo with your order number. We will replace it or refund it — we pay the postage both ways, and there is nothing for you to argue about.
Changed your mind? 14 days to exchange it
Products are not refundable for cash, but they can be exchanged. Bring or send it back within 14 days of purchase, unopened and in its original packaging, and we will exchange it for another product — or a treatment — of the same price or higher. If it costs more, you pay the difference.
Walking into either studio is the quickest way. If you would rather post it, email us at enquiry@drscalp.com.sg with your order number and we will tell you where to send it. Postage on an exchange is yours to pay, unless the item was damaged or wrong.
Not sure it suits you? Come in for a free scan
If you have bought something and you are not sure it is right for you, do not open it. Bring it to either studio and we will give you a free AI scalp scan. If it really does not suit you, we swap it on the spot for the one that does, at the same price — and if the right product costs more, you top up the difference.
It has to be unopened and in its original packaging. A bottle that has been used cannot be swapped.
What we cannot take back
- Anything that has been opened or used — unless it arrived damaged, or we sent the wrong thing.
- Anything more than 14 days after the date of purchase.
- Gift cards.
- Treatments and appointments. Those are not products — see below.
Appointments
Plans change — we understand. Let us know at least one day before your appointment and we will move it, with no penalty. A WhatsApp message is enough.
A treatment that has already been carried out cannot be refunded. If you were not happy with it, tell us.
Treatment programmes
A treatment programme is a course of sessions bought in advance, and it works differently from a single appointment. The full terms are in sections 3, 5 and 6 of our Terms of service. In short:
- You have a five day cooling-off period from the date you buy a programme — weekends and public holidays included — in which you may cancel it. Renewals, exchanges and upgrades do not carry a cooling-off period.
- After that, a programme is not transferable and not refundable, with two exceptions: you are certified medically unfit for the treatment by a registered medical practitioner, or you are leaving Singapore permanently or posted overseas for at least twenty-four months.
- In either of those two cases you may exchange the unused value for products, or ask for a cash refund of up to fifty per cent of the unused value. Administrative and processing charges apply — the exact figures are set out in section 6 of the Terms of service.
- You may transfer a programme to someone else for a S$50 administrative charge, or exchange it for another programme of equal or higher value, paying the difference.
Talk to us
Write to us at enquiry@drscalp.com.sg, or send a WhatsApp to +65 9221 7878 and ask for the manager. We would rather hear it from you and put it right.
Last updated: 2 October 2026