Guarantee & Complementary Support Policy
Last updated: 22/10/2026
At Furaha Naturels Pte Ltd (“Furaha Naturels”, “we”, “us” or “our”), we want you to understand your recurring orders, our EXZEMAS™ 14-Day Promise and the support available with your skincare purchase.
This policy applies alongside our Terms of Service, Return and Refund Policy, Shipping Policy and Privacy Policy. It explains the specific voluntary benefits described below. Nothing here limits rights or remedies that cannot lawfully be excluded. We will honour any more favourable express offer you made at the time of purchase. New restrictions will not be applied retrospectively.
1. Product subscriptions and recurring orders
1.1 Choosing a subscription
Subscriptions are optional and available only where displayed. A one-time purchase does not enrol you in a subscription. An email newsletter subscription does not authorise product orders or recurring charges.
Before you subscribe, the offer must identify the products and quantities, billing and delivery frequency, recurring price or discount, shipping charges, applicable taxes, and any minimum commitment or processing cutoff. Your order confirmation records the plan selected. Any separately payable destination import charges are explained under our Shipping Policy.
By actively selecting a product subscription and completing checkout, you authorise charges to your chosen payment method according to the plan disclosed. A Clarity Session booking does not create a recurring subscription.
1.2 Renewals and delivery
Your subscription renews at the selected interval until cancelled or otherwise ended under its disclosed terms. Billing frequency is separate from transit time. Each delivery remains subject to stock and delivery availability. If we cannot supply a paid renewal, we will explain the available options and provide a refund where required; we will not make a materially different substitution without your agreement.
Where renewal notices are offered or legally required, we will send them accordingly. Use the billing date and cutoff in your plan to manage upcoming orders rather than relying solely on reminders.
1.3 Managing or cancelling
Use the subscription-management link supplied with your subscription confirmation or account. Available features may include skipping a delivery, pausing, changing an address or cancelling. Contact sales@furahanaturels.com if the link does not work or you need assistance.
To prevent the next charge, complete cancellation before the next scheduled billing time and any processing cutoff clearly disclosed before subscribing. If no earlier cutoff was disclosed, we will not impose one afterwards. Contact us promptly if you cannot cancel because of a technical problem. Keep your cancellation confirmation or message as a record.
Cancellation stops future renewals. If a charge has already been processed, contact us immediately: we will assess whether fulfilment can still be stopped and explain the applicable cancellation or refund options. This does not remove statutory cancellation or refund rights.
There are no undisclosed minimum deliveries, cancellation fees or retrospective charges for discounts already earned. A product return, guarantee claim, marketing opt-out or Clarity Session cancellation does not automatically cancel your subscription. Please request subscription cancellation separately if that is what you want.
1.4 Changes and failed payments
We will notify you in advance of material adverse changes to recurring prices or benefits and explain your options, including cancellation before the change takes effect. We will obtain fresh consent where required. Changes will not alter an order already accepted without an applicable lawful basis or your agreement.
Payment providers may retry failed charges in accordance with the disclosed plan and provider arrangements. We may suspend deliveries until payment is resolved. You will not be charged for a replacement or alternative plan without appropriate authorisation.
2. EXZEMAS™ 14-Day Promise
2.1 What the Promise means
Our 14-Day Promise is a voluntary product-suitability guarantee. If your qualifying product is not right for you, contact us within the period below to request a refund of its eligible purchase price.
It is not a guarantee that eczema will clear, that a particular result will occur within 14 days, or that a product can replace medical care. You do not need to prove a visible lack of improvement to make a good-faith suitability claim.
2.2 Qualifying purchases
Unless a more favourable offer expressly applies to your order, the Promise covers:
- Your first purchase of one EXZEMAS™ Intensive Barrier Support Oil 50 mL bottle or 50 mL EXZEMAS™ Cream jar directly from furahanaturels.com.
- A maximum of one qualifying bottle/jar per customer under this introductory Promise.
- A qualifying first subscription delivery, on the same basis as a one-time purchase.
It does not automatically cover renewal deliveries, repeat purchases, the 150 mL or 100 mL sizes, other brands or product lines, free samples or gifts, or purchases from independent resellers. Any extension must be stated in the offer before purchase.
A qualifying 50 mL bottle/jar purchased in a set is covered only where the set offer expressly includes the Promise. The remainder of the set is not automatically refundable under this voluntary benefit. Ordinary discounted purchases remain eligible unless a specific exclusion was clearly disclosed before purchase.
2.3 When to contact us
The delivery date is day 1. Send your claim by 11:59 pm Singapore time on day 14. For example, delivery on 1 November gives a claim deadline of 14 November at 11:59 pm Singapore time.
You do not have to use the product for 14 full days. Follow the label and patch-testing directions. Stop using a product if irritation occurs; do not continue using it to qualify. If a product is unsuitable at patch test, contact us within the claim window.
This window applies to the voluntary Promise only, not as a time limit on legal remedies for faulty, unsafe or misdescribed goods.
2.4 How to claim
Email sales@furahanaturels.com or WhatsApp +65 9113 6943 with:
- Your name and order number or other reasonable proof of purchase.
- The qualifying product and delivery date.
- A short explanation of why it was unsuitable.
We may request a photograph of the bottle, packaging or batch code, or other proportionate information needed to verify the purchase or investigate a safety concern. Before-and-after photographs of skin and detailed medical records are not required but highly recommended. Attending a Clarity Session or providing a review is not a condition of the Promise.
2.5 Refund amount and returns
An approved voluntary claim refunds the amount actually paid for the qualifying bottle, including any applicable tax paid to us on that bottle, after allocating order or set discounts fairly. Set allocation uses the products' standalone prices at purchase unless a different fair allocation was disclosed in the offer.
Original delivery charges, import duties and independently imposed currency or banking fees are not included in a voluntary suitability refund, except where law requires otherwise. We do not deduct an undisclosed shipping “subsidy” or the stated value of a complimentary session or aftercare.
Opened bottles can qualify. We do not routinely require their return. If a return is reasonably necessary to investigate a claim, we will give instructions and arrange or cover reasonable return shipping for that request. Do not return or discard a bottle until we confirm the next step; stop using it if irritation occurs.
Approved refunds are initiated to the original payment method within five business days after assessment and any agreed necessary return. Your bank or provider may take additional time. We will explain material delays or a refusal, and you may ask for a review of the decision.
2.6 Fair use
We may refuse a voluntary claim where there is reasonable evidence of ineligibility under the terms disclosed at purchase, a duplicate claim for the same bottle, materially false information or deliberate fraud. An honest negative experience or a previous genuine complaint alone is not evidence of abuse.
3. Eczema Clarity Sessions
3.1 The session
An Eczema Clarity Session is a 90-minute educational and product-guidance appointment with Coach SJ. We discuss your skincare routine, products you have tried, your experience using EXZEMAS™ where applicable, and practical questions about application and expectations.
The session does not diagnose eczema or other conditions, prescribe treatment, direct changes to prescribed medicines, or guarantee a health or skin outcome. Continue appropriate medical care and discuss treatment changes with your healthcare professional.
3.2 Complimentary session with EXZEMAS™
Customers who purchase and try an EXZEMAS™ product directly from us may request one complimentary Eczema Clarity Session, followed by one month (30 days) of WhatsApp aftercare. This benefit applies to EXZEMAS™ purchases, not automatically to Black Seed Oil, ELANURA, massage oils or other collections.
The benefit is one session per customer, rather than per bottle, order or subscription renewal, unless an express offer states otherwise. Request your session within 60 days of delivery and provide your order number. Available appointment dates are subject to scheduling; delays caused by our availability do not cause an otherwise timely request to expire.
Trying a product includes patch testing. You are not required to continue an unsuitable product. For a child, a parent or legal guardian must book and attend; guidance is provided to the adult caregiver. If you are buying for another person, tell us when booking so the intended adult recipient or caregiver can be identified.
The complimentary session is optional, has no cash-redemption value and requires no additional purchase, testimonial or marketing consent. Claiming a genuine product refund does not create a retrospective SGD 199 session charge or deduction. No new bookings are created automatically by subscription renewal.
3.3 Standalone session
You may book a standalone 90-minute Eczema Clarity Session without buying EXZEMAS™ for SGD 199 per session. Any mandatory taxes payable to us must be included in the advertised total before payment.
The standalone price covers the appointment only. WhatsApp aftercare is included only if expressly listed in your paid booking offer. Payment for a session does not include products and is not automatically credited against a later product purchase.
3.4 Booking, rescheduling and cancellation
Your booking confirmation sets out the date, time, time zone and meeting method. Sessions are provided remotely unless otherwise agreed. Please provide accurate contact details and reasonable notice of accessibility or language needs.
Give at least 24 hours' notice to cancel or reschedule. With timely notice, a paid session may be rescheduled or refunded in full before it starts; a complimentary session may be rebooked subject to availability.
For less than 24 hours' notice or non-attendance, contact us promptly. We will consider medical or family emergencies and other reasonable circumstances. Any retained paid fee must be fair, proportionate to actual loss, and legally permitted; we will explain it and account for costs saved or a rebooked slot. Complimentary missed appointments may require individual review before rebooking, but will not become an automatic SGD 199 charge.
If you join late, we may need to finish at the original end time. If we cancel or cannot provide the session, you may rebook; paid customers may instead receive a full refund for the undelivered session. Where a session cannot appropriately proceed within our scope, we will explain the position and refund an undelivered paid session.
Statutory service-cancellation rights remain unaffected. If applicable law requires separate consent to start a paid remote service during a withdrawal period and an acknowledgement of the effect on cancellation rights, we will obtain it before starting; accepting this policy alone is not a substitute.
4. One month of WhatsApp/Email aftercare
4.1 Start and duration
The complimentary EXZEMAS™ aftercare period runs for 30 consecutive calendar days, with the completed Clarity Session date counted as day 1. We will confirm its final date in writing. It starts after the session, not when the product is delivered. For paid sessions, it applies only where expressly included in the booking offer.
Follow-up messages do not restart the period. Additional appointments or support are optional and require a separate agreed offer; there is no automatic renewal charge.
4.2 What is included
Aftercare covers reasonable follow-up questions about the session, EXZEMAS™ application, your agreed skincare routine and product tolerance. It does not include unlimited consultations, daily monitoring, guaranteed immediate replies, medical diagnosis, prescription advice or emergency support.
Messages are answered during Singapore business days, excluding public holidays. We normally aim to reply within two business days. If unavailable for an extended period, we will notify you and offer a reasonable alternative or extension for interrupted support.
If a question is beyond our scope, we may recommend an appropriate healthcare professional. Stop an irritating product and seek medical advice as appropriate. For urgent or severe symptoms, seek urgent medical help rather than waiting for a WhatsApp reply.
5. Privacy, photographs and communications
We handle order details, session notes and support messages under our Privacy Policy. Share only information reasonably relevant to the service. We will explain the purposes for collecting information and any necessary disclosures, protect it appropriately and retain it only as long as reasonably needed for the stated purposes or legitimate legal obligations.
Skin photographs are optional. Avoid including faces, identifying details or intimate areas where not necessary. For children, an authorised parent or legal guardian must handle communications and any image sharing.
Sending information for a claim or support does not give permission to use it in advertising, testimonials or social media. We seek separate permission for such uses. Sessions will not be recorded by us without separate informed consent; please ask before recording yourself. WhatsApp is a third-party service with its own privacy terms; contact us about an email alternative if preferred.
Booking, guarantee and aftercare communications are separate from optional marketing subscriptions. You do not have to accept marketing to receive an eligible benefit.
6. Other complimentary items or promotions
Additional gifts, samples or promotional benefits apply only where advertised for your order. Their qualifying products, quantities, availability and material restrictions will be stated before purchase. We will not charge for an unsolicited gift or automatically deduct an undisclosed gift value from a refund. A non-cash benefit is not redeemable for cash unless expressly stated or required by law.
7. Problems, policy changes and your rights
For damaged, defective, unsafe or incorrect products, contact us promptly under our Return and Refund Policy. The EXZEMAS™ suitability Promise is additional to those rights. An opened-product exclusion for ordinary change-of-mind returns does not defeat an eligible Promise claim or a legally required remedy.
For the voluntary benefits described here, these specific terms apply over general change-of-mind restrictions. Any conflict with mandatory law is resolved in favour of the legal requirement; a more favourable express offer at purchase is honoured. Ask us to clarify an inconsistency without giving up your rights.
Updates apply to future purchases and bookings from their stated effective date. They will not retrospectively remove benefits already promised. Subscription changes are handled as described in section 1.4.
8. Contact
Furaha Naturels Pte Ltd
Email: sales@furahanaturels.com
WhatsApp: +65 9113 6943
Website: furahanaturels.com
Business address: 60 Paya Lebar Road, #06-28, Paya Lebar Square, Singapore 409051.
Our business address is not automatically a return address. Please obtain return instructions first.