About GRAIL Skin and these terms
These Terms and Conditions govern one-off purchases from GRAIL Skin Pte Ltd (GRAIL Skin, we, us or our) through www.grailskin.com and your use of that website. Contact us at hello@grailskin.com for product, order or delivery enquiries.
Please read these terms before placing your order. By submitting an order, you agree to the terms made available at checkout. Our Privacy Policy explains how we handle personal data; accepting these terms does not constitute consent to optional marketing.
Our website currently accepts orders for delivery within Singapore only. We do not currently offer subscriptions or gift cards. Any future international delivery service or additional offering will be subject to the information and terms provided when it becomes available.
Your information and website use
Provide accurate contact, billing and delivery information and use a payment method you are authorised to use. If you create an account, keep login details secure and notify us promptly if you suspect unauthorised access. You must have legal capacity to enter into the purchase contract.
You must not use the website for unlawful purposes, attempt unauthorised access, introduce harmful code or interfere with its operation. We may restrict access where reasonably necessary to address misuse or security risks. This does not remove our obligations for an existing order or your statutory rights.
Products and safe use
Product descriptions, quantities, prices and relevant usage information are provided on the website. We aim to describe products accurately. Images are illustrative; minor differences in display or packaging do not permit us to supply a materially different product from the one ordered.
Read the ingredient list, directions and warnings before use. Use products only as directed. If irritation occurs, stop use and seek appropriate medical advice. Contact us about a suspected product safety problem at hello@grailskin.com, providing your order details and, where available, the batch number.
Individual results may vary. Website skincare information is general information and does not replace advice from a qualified healthcare professional. These statements do not exclude responsibility for defective or misdescribed products or override express product claims or applicable law.
Orders and acceptance
Submitting an order is an offer to purchase the selected products on these terms. Payment is collected when you place the order. We accept your order, and the purchase contract is formed, when we send your order confirmation email. Please check the order details and contact us promptly if anything is incorrect.
Before acceptance, we may decline an order for a genuine reason such as unavailable stock, an unresolved payment issue, suspected fraud or a material listing error. We will notify you and refund any payment collected for an order we do not accept. We will not substitute a product or charge a higher price without your agreement.
If a stock or listing issue is discovered after acceptance, we will contact you to agree an appropriate resolution consistent with your legal rights. These terms do not give us a general right to cancel an accepted order merely because the price has changed.
Prices and payment
All prices and payments are in Singapore dollars (SGD). GRAIL Skin Pte Ltd is not GST-registered and does not charge GST. Product prices, applicable discounts, delivery charges and the final order total will be shown before you place your order.
We accept Visa, Mastercard, American Express, Atome and PayNow, subject to availability at checkout. Card payments are processed through Stripe. Payment is collected when you place your order.
A third-party payment or instalment provider may apply its own eligibility requirements and terms. Please review these before choosing that payment option. Those terms do not remove GRAIL’s obligations as seller.
Singapore delivery
Delivery costs S$5 for orders with a product subtotal below S$200 after discounts. Delivery is free when that subtotal is S$200 or more. Delivery charges do not count towards the free-delivery threshold.
Orders are generally dispatched within three working days. After dispatch, estimated Singapore delivery takes approximately three additional working days. Working days exclude Saturdays, Sundays and Singapore public holidays. These are estimates, not guaranteed delivery dates; courier operations may affect arrival times.
We will email a tracking number after dispatch. If you have not received the dispatch and tracking email within seven working days of purchase, contact hello@grailskin.com with your order number. Contact us also if tracking indicates an unusual delay or your parcel appears to be missing.
Please ensure the delivery details are accurate. Email any address-change request within one hour of placing the order, including your order number and the correct address. We will try to update it, but changes may not be possible once processing has started.
Contact us promptly if an order is lost or damaged in transit. We will investigate with our delivery partner and provide the resolution required under the contract and applicable law. Courier involvement does not remove our obligations as seller.
Cancellations returns and remedies
We accept cancellation requests received at hello@grailskin.com within one hour of the order being placed, even if processing has started. Include your order number. We will cancel the order and refund the payment. After that period, we do not offer voluntary cancellation; this does not affect any cancellation or other remedy available under applicable law.
We do not accept change-of-mind returns or refunds, including for unopened products. Please check your order before purchasing. This policy does not restrict rights concerning faulty, damaged, incorrect, misdescribed or otherwise non-conforming goods.
If your order is damaged, faulty, incorrect or incomplete, email hello@grailskin.com promptly with your order number, a description of the issue and available photographs of the items and relevant packaging. Contact us before returning anything so that we can assess the issue and provide instructions. We cover necessary return costs where legally required.
Keep the product and packaging where reasonably possible. Missing original packaging or having opened a product does not automatically prevent a valid statutory claim. Stop using any product you believe is unsafe.
Where goods do not conform to the contract, you retain remedies available under applicable law. These may include repair or replacement and, where the legal conditions are met, a price reduction or refund. We will meet the applicable requirements on remedy costs, timing and avoiding significant inconvenience.
For a faulty item within a bundle, our normal approach is to replace the affected item only. If it is unavailable, we will refund the portion of the bundle price allocated to that item, after applicable discounts. This approach does not limit any broader remedy to which you are legally entitled.
Where a refund is due, we will explain the refund arrangements and expected processing time. Any time taken by a bank or payment provider to credit the funds may be additional, subject to applicable legal requirements.
Bundles and promotional codes
Product bundles form part of our regular range. The products included and the bundle price are shown with each offer.
Only one promotional code may be used per order. Eligible codes may be used on bundles, subject to any specific conditions communicated with the code. Free delivery eligibility is calculated after the code’s discount has been applied.
Privately issued codes are intended only for their designated recipients and must not be publicly shared. We may disable a code if it is shared publicly or used contrary to its stated conditions. Disabling a code does not by itself cancel orders we have already accepted or remove statutory rights.
Any additional eligibility rules, validity periods or restrictions will be provided with the relevant offer.
Website content and product reviews
Website content, including text, images and logos, belongs to GRAIL Skin or its licensors and is protected by applicable intellectual property laws. You may use the website for personal shopping and other uses allowed by law. Commercial copying or exploitation requires appropriate permission.
If you submit a text review, you authorise us to publish it on the website with your chosen display name. You retain ownership of your review. Reviews must reflect your honest experience and must not contain unlawful content, private information about others or material that infringes another person’s rights.
Links to external websites are provided for convenience. Third-party operators are responsible for their own content and terms. This does not exclude GRAIL’s responsibility for its own representations or obligations.
Responsibility and consumer rights
Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability or consumer right that cannot lawfully be excluded or restricted.
We remain responsible for our contractual obligations and applicable statutory obligations relating to the products we supply.
Website access may occasionally be interrupted for maintenance or reasons beyond our reasonable control. We will take reasonable steps to address interruptions. An interruption does not remove obligations concerning accepted orders or mandatory consumer remedies.
Privacy and communications
We process personal data as described in our Privacy Policy . We may send necessary communications about an order or product safety. Optional marketing is governed by your choices and applicable law.
Changes to these terms
We may update these terms for future transactions by publishing a revised version on our website. The version made available when you placed your order will govern that order unless a change is required by law or separately agreed with you. We will not treat later website changes as automatically rewriting an existing purchase contract.
Governing law and complaints
These terms are governed by Singapore law, subject to any mandatory consumer protections that apply. Please contact hello@grailskin.com with your order details and concern so that we can seek a resolution.
The courts of Singapore have non-exclusive jurisdiction. Nothing in these terms prevents you from using a tribunal or other dispute resolution route available under applicable law, or limits mandatory rights available in another jurisdiction.
If a provision is invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law. A failure to enforce a right immediately does not by itself waive that right.
