Common frequent ask question about our products and services.

CAN I CANCEL OR CHANGE MY ORDER?

We place our customer service as first priority with efforts to ensure you receive your order as quickly and accurately as possible. Hence we are unable to make modifications to orders once they have been placed. In events of invalid or wrong address, parcel might return to our warehouse via the selected courier. A new shipment will have to be generated where additional shipping charges apply.

In any incident where you have provided a wrong address. Please contact us immediately [email protected] with title “Wrong address provided” and order number so we can rectify the changes immediately.

WHY WAS MY ORDER CANCELLED?

Kenkoway.com was unable to verify the billing information that was entered in the order. If the Billing Address does not match with what the credit card issuer or bank has on file, the order will be automatically canceled. If your order has been canceled, please contact your credit card issuer or bank to verify that the billing information is correct. Afterwards, create a new order using the correct billing address. In events that kenkoway cannot fulfill your order, a full refund will be transferred back to you.

CAN I TRUST THE QUALITY OF KENKOWAY?

We place your comfort and priorities first. Every product goes through us before packaging and mailed to you. We built strong relationships directly with manufacturers worldwide. Powered by local company ST GLOBALLINK PTE LTD with 30 years in the trading industry. We are one of the first Singapore formulated brands in the market.

WHY ARE YOUR PRICES SO COMPETITIVE?

Kenkoway.com brings you innovative products with the major focus on your well being direct from our factory suppliers. We skip retails and middlemen to provide you low prices with good quality products.

SALE ITEMS?

There will be no refund or exchange of sales items.

IS YOUR WEBSITE SECURE?

Kenkoway.com is SSL secured. We are committed to protecting your personal information and providing a secure online shopping experience. We use industry-standard encryption and password protection technologies such as an SSL (Secure Socket Layer).

RETURNS & EXCHANGE

Returns and Refunds (for Singapore orders only)

  1. Can I return and get a refund for my kenkoway.com purchase?We want to make sure you are happy with your purchases. If you are unsatisfied in any way, return your purchase within 7 days of the delivery date, together with the original invoice, and we will refund the money received from you using the same method originally used by you to pay for the purchase.

    Where to send your returned purchases:

    Product Returns
    37 Defu Lane 10
    #03-45
    Singapore

    Exclusions for product returns and refunds apply to:

    • Products bought at sales promotional rates
    • Products purchased from the Clearance section
    • Vitamin.sg Membership Fee
    • Overseas orders
  2. Do I have to pay for delivery when I return my purchase?If you do not wish to bear any additional cost, you can drop by our office to return your purchase. However, if you opt for return service by our courier, all applicable return delivery fees will be borne by you.

    Where to send your returned purchases:

    Product Returns
    37 Defu Lane 10

    #03-45

  3. How long does it take to receive my refund?We will refund the money received from you using the same method originally used by you to pay for the purchase within twenty-one (21) working days.
  4. I have received a wrong / damaged / expired product for my purchase, what should I do? Do I have to pay for the product exchange?We always take extreme care to deliver your purchase. However, if you inform us that the product has been delivered to you in a damaged condition, or wrong / expired product has been delivered, we will need your prompt action to provide certain information regarding the product to [email protected] within two (2) working days from the delivery date, including:
    1. Photo of the damaged / wrong / expired product
    2. Name and order number

    If the product was proven to be damaged / wrong / expired due to negligence on our end, we will collect the product from you, and do a one-for-one exchange, with the product delivered to your location. There will strictly be no refund, unless the product is not available or has been discontinued.

Vouchers and Discounts

  1. I have a coupon code from kenkoway.com How do I use it?Having a coupon code means you are going to save on your purchase! To use the coupon code, simply follow the instructions below:
    1. Add products into your shopping cart, click on View Cart
    2. Under the “Do you have a coupon code” section, click “Yes”
    3. Enter the coupon code and click Apply Coupon to enjoy savings on your purchase
  2. I have entered the coupon code, but there isn’t any discount reflected on the total amount. What’s wrong?The coupon code may be expired, has exceeded the usage limit, or cannot be applied on non-sale brands.

 

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