Question 1

What are the additional perks I will enjoy when I buy GNC products from Watsons?

Accepted Answer

As a Watsons Singapore Member, you will enjoy additional member points and earn GNC Coins when you purchase GNC products from Watsons stores (except atriums), watsons.com.sg, Watsons SG mobile app. Please note that these additional member points (earned from GNC purchases) and GNC Coins are not applicable to Watsons overseas members.

Additional member points (earned from GNC purchases) and GNC Coins are issued based on nett spend, after all deduction of discounts, vouchers, and redemption of member points and GNC Coins

Please visit www.watsons.com.sg/gnc-memberperks to view the member perks.

Question 2

What is GNC Coin programme?

Accepted Answer

As a Watsons SG member, you will get to earn GNC Coins when you buy GNC products from Watsons stores (except atriums), watsons.com.sg, Watsons SG mobile app.

Every $1 nett spend on GNC product, you will earn 1 GNC Coin.

Once you have accumulated 200 GNC coins within a quarter, you can redeem $20 instant discount on anything (except Watsons gift card) within the same quarter + 1 month. For more details, visit www.watsons.com.sg/gnc-coins.

Question 3

Can I earn the additional member points and GNC Coins if I sign up as a member on the spot and buy GNC products?

Accepted Answer

Once you sign up as a Watsons Singapore member in-store or online; and purchase GNC products using your membership, you can earn the additional member points and GNC Coins from the GNC purchase immediately.

To redeem the points and GNC Coins, please activate your member account by following the steps shown on watsons.com.sg/card-activation.

Question 4

What is GNC Gold Rewards?

Accepted Answer

This is a new programme catered for GNC lovers. As long as any Watsons SG member accumulates S$3,000 nett spend on GNC products between 1 Jan 2025 to 31 Dec 2025 with his/her Watsons Singapore Member Card, he/she will be upgraded to the GNC Gold Rewards tier on the 1st day of the following month till 31 Dec 2026.

Visit www.watsons.com.sg/gnc-memberperks to view the member perks.

Question 5

How long does it take to upgrade my membership status to GNC Gold Rewards after I have accumulated S$3,000 spending from recent purchase? What is the qualification period?

Accepted Answer

Member who has met the qualifying nett spend of S$3,000 between between 1 Jan 2025 to 31 Dec 2025 will be upgraded automatically on the first day of the following month and the GNC Gold Rewards tier will end on 31 Dec 2026. Eg. Member accumulates S$3,000 nett spend on 23 January 2025, he/she will be upgraded as GNC Gold Rewards starting 1 February 2025 and enjoy the additional privileges and rewards until 31 December 2026.

Question 6

What does Watsons Pharmacy eConsultation service provide?

Accepted Answer

This online Pharmacy eConsultation service connects you with our certified pharmacists for personalised consultations regarding your health and medication needs. Following the consultation, you'll gain access to a variety of medications for minor ailments and health products. For convenience, you can place orders for the medications instantly and they will be delivered to your doorstep.

Question 7

Is Watsons Pharmacy eConsultation service secure and confidential?

Accepted Answer

Yes, we prioritise the security and confidentiality of your information. Our platform utilises secure encryption and adheres to stringent privacy protocols to safeguard your data.

Question 8

Who can use the service?

Accepted Answer

Watsons Pharmacy eConsultation is available for anyone in Singapore who needs treatment for non-emergency medical issues like minor ailments or clinical advice. If you are under 18 years old, you must have a parent or guardian present during the eConsultation.

Question 9

What are the operation hours?

Accepted Answer

This service is available Mondays to Fridays from 12pm to 5.30pm (excluding public holidays).

Question 10

Do I earn membership points?

Accepted Answer

Currently, membership points are not applicable for this service.

Question 11

What conditions are suitable for Watsons Pharmacy eConsultation service?

Accepted Answer

Watsons Pharmacy eConsultation is ideal for common minor ailments and non-emergency medical issues, including:

Common cough and cold
Fever and pain
Digestive disorder such as diarrhoea, constipation or vomiting

Mouth and throat conditions such as sore throat, cold sores
Eye conditions such as allergic conjunctivitis, dry eye
Skin conditions such as rashes, mild allergies

For conditions not listed above, our pharmacists will use their professional judgment to assess and provide appropriate guidance.

Question 12

What conditions or scenarios are not suitable for Watsons Pharmacy eConsulation service?

Accepted Answer

This service is not suitable for:

1. Severe medical conditions, which requires a doctor’s consultation for further diagnosis and/or treatment.

2. Medical emergencies or symptoms indicating a medical emergency, such as:

Chest pain
Breathing difficulties
Severe allergic reactions (anaphylaxis)
Stroke
Seizures
Severe pain
Uncontrolled bleeding
Continuous vomiting or diarrhoea

3. Conditions that require a physical examination for diagnosis, which cannot be effectively conducted online by a pharmacist.

Question 13

What should I prepare before the eConsultation?

Accepted Answer

You will be required to present a photo ID for verification purposes before purchasing pharmacy-only medications. Please have one ready such as your NRIC, passport, or work pass. Alternatively, you can use the Singpass app to show your digital identity card.

Question 14

What can I expect during the eConsultation?

Accepted Answer

During the eConsultation, you will discuss your health concerns with a certified Watsons pharmacist who will provide personalised professional advice. The pharmacist may recommend medication or other health products, if appropriate, to address your condition.

Question 15

What is the waiting time for an eConsultation?

Accepted Answer

Wait times vary based on the number of customers ahead of you in the queue. We recommend remaining on the eConsultation page to avoid disconnection while you wait.

Question 16

How long does an eConsultation typically last?

Accepted Answer

The duration depends on the complexity of your needs, but most consultations last between 5 and 15 minutes.

Question 17

What should I do if I have additional queries on my medications after the eConsultation?

Accepted Answer

If you have additional queries regarding the medications that you have purchased, you may contact the number or email address provided on the tax invoice email.

Question 18

What types of medication and health products can I purchase through this service?

Accepted Answer

You can access both pharmacy-only and over-the-counter medications, such as cough and cold remedies, gastric medications, pain relievers, steroid creams, and antihistamines. Health supplements like fish oil and glucosamine are also available.

Question 19

Can I get prescription medication through Watsons Pharmacy eConsultation service?

Accepted Answer

We do not offer prescription medication or prescription filling via the eConsultation service. Currently, these services are only available at our physical pharmacy locations.

Question 20

Are the medications provided by Watsons Pharmacy eConsultation service genuine and safe?

Accepted Answer

Absolutely. We source our medications from reputable suppliers and ensure they meet stringent safety and quality standards.

Question 21

Can I make changes to my order?

Accepted Answer

Once payment is completed, changes to your order are not possible.

Question 22

Can I request for product refund or exchange?

Accepted Answer

Products cannot be refunded or exchanged due to safety and hygiene reasons. If you receive any defective, incorrect, expired, or missing items/orders, please contact the number or email address provided on the tax invoice email.

Question 23

How do I pay for my order?

Accepted Answer

You can conveniently make payment online through our secure payment gateway via VISA and MasterCard debit or credit cards.

Question 24

Is there a delivery fee and how do I receive my order?

Accepted Answer

Yes, there is a delivery fee. You can select from express, same business day, or next business day delivery options.

Orders are only confirmed after payment has been successfully made.

Business day excludes weekends and public holidays.

For same business day delivery, your order will be delivered between 6 pm to 10 pm.

For next business day delivery, you can choose the delivery time slot as follows:
– 10 am to 2 pm
– 2 pm to 6 pm
– 6 pm to 10 pm

Your order will be handled by our trusted partner, WellAway Pharmacy, and delivered directly to your doorstep.

Question 25

Is delivery the only mode for receiving my order?

Accepted Answer

Yes, currently delivery is the only mode of receiving your order.

Question 26

Can I access the Watsons Pharmacy eConsultation service platform from my mobile device?

Accepted Answer

Yes, our eConsultation platform is mobile-compatible, allowing you to connect with our pharmacists from anywhere in Singapore with an internet connection. For the best experience, we recommend using web browsers like Firefox, Chrome, or Edge.

Question 27

What if I lose connection during my eConsultation?

Accepted Answer

If you lose connection, the eConsultation will end automatically. To resume, simply re-enter the queue via https://econsultation.watsons.com.sg.

Question 28

What if the pharmacist cannot see me or hear me during my eConsultation?

Accepted Answer

Make sure your device's microphone and camera permissions are enabled.

You can grant access to the eConsultation site for your device’s camera and microphone or adjust the settings in your web browser.

Here’s how to adjust permission for popular browsers:

Google Chrome, refer to link:
- Use your camera and microphone in Chrome - Android - Google Chrome Help
Microsoft Edge (PC/laptop), refer to link:
- Troubleshoot camera, microphone, and screen recording permissions for Stream on SharePoint - Microsoft Support
Firefox, refer to link:
- How to manage your camera and microphone permissions with Firefox | Firefox Help (mozilla.org)

Additionally, ensure you have a strong Wi-Fi or 4G connection.

Question 29

Which are the Watsons stores that I can collect my orders from?

Accepted Answer

Question 30

What is the delivery fee for Standard Home Delivery service?

Accepted Answer

Members enjoy FREE delivery with min. $40 nett spend while Non-members enjoy FREE delivery with min. $50 nett spend. A delivery charge of $8 will applied for orders below $40 (Members) and $50 (Non-members). Delivery slot selection service will be disabled during peak period. Please note that during peak promotion periods, such as the 11.11 Sale, your order may take 3 to 7 working days for delivery, depending on order volume.

Question 31

Can I collect my order from the Watsons stores?

Accepted Answer

Yes, you can select click & collect service to pick up your order from your favourite Watsons physical store. You can select the preferred store during the checkout process.

Question 32

Can I track my order?

Accepted Answer

Yes! You may track your orders via your 'Order History' under 'My Account', after logged in. Tracking number will be provided to you once order is processed. Should you have further enquiries on your order, you may contact our customer service via the Live Chat function or the 'Contact Us' form on our website.

Question 33

Do you deliver to any location within Singapore?

Accepted Answer

We deliver to all addresses in Singapore except for the following restriction areas:

Postal Code	Location/Building/Area	Postal Code	Location/Building/Area	Postal Code	Location/Building/Area
WHOLE AREA	KHUSU ISLAND	508487	Hendon Camp	669644	Gombak Base
WHOLE AREA	ST. JOHN'S ISLAND	509863	Changi Airbase	669645	Ministry of Defence
WHOLE AREA	PULAU UBIN	509927	Trent Engine Overhaul Complex	669646	Bukit Panjang Camp
WHOLE AREA	PULAU TEKONG	509928	SIA Engine Test Centre	688255	Mowbray Camp
WHOLE AREA	RIFLE RANGE COMPOUND	509932	Trent Engine Overhaul Complex	688256	Kranji Camp
WHOLE AREA	SELETAR AEROSPACE	534257	Paya Lebar Airbase	688793	Stagmont Camp
WHOLE AREA	WEST CAMP ROAD	567754	Amoy Quee Camp	689953	Keat Hong Camp II
WHOLE AREA	AIRPORT CARGO ROAD	596302	Maju Camp	689954	Keat Hong Camp
WHOLE AREA	ALPS AVENUE	596472	Police KINS Training Camp	698956	Tengah Air Base
WHOLE AREA	AIRLINE ROAD	506969	Changi Prison Complex Cluster B	708972	Murai Camp
WHOLE AREA	TURF CLUB AVENUE	507087	Selarang Camp	708976	Lim Chu Kang Camp II
098269	Resort World at Sentosa	528765	21 Tampines North Drive 2	718919	Sungei Gedong Camp
098322	85,BRANI TERMINAL AVENUE	507709	Changi Prison Complex Cluster A	729753	Mandai Camp
098323	81,BRANI TERMINAL AVENUE	609271	ASL Shipyard	729754	Mandai Camp II
098324	2,BRANI TERMINAL AVENUE	609273	PPL Shipyard	729756	Mandai Hill Camp
098325	89,BRANI TERMINAL AVENUE	609278	Shell	738103	Woodland Check Point
099958	Resort World at Sentosa (OFFICE)	609412	Vobak Building	738203	Woodland Check Point
109680	Central Manpower Base (CMPB)	609831	Caltex Jalan Buroh 1 Service Centre	738406	60 Woodlands Industrial Park D
117536	Power Grid	619110	Jurong Port	738700	Woodland Check Point
117605	Stockport Road	619523	ST Kinetics	757618	Sembawang Camp
117630	Tanjong Berlayer Camp	628054	29, Tanjong Kling	757621	Chong Pang Camp
129817	Clementi Camp	628398	Tuas Naval Base	757752	Sembawang Airbase
139302	Ayer Raja Camp	628439	Tanjung Gul Camp	757753	Khatib Camp
149051	Special Operation Command	629122	Jurong Shipyard	757758	Dieppe Barracks
149373	Queenstown Remand Centre	629351	50, Gul Road	758103	Senoko Power Station
178880	Parliament House	629353	Keppel Shipyard (Gul)	759907	Senoko Incineration Plant
248843	Tanglin Camp	629888	Keppel Shipyard	759945	Admiralty West Prison
367833	Mount Vernon Camp	637559	Pasir Laba Camp	759956	Sembawang Shipyard
397970	Guillemard Camp	637607	Tuas Power Station	759956	Sembawang Wharf
417902	Kaki Bukit Prison School	638357	Jurong Camp I	759957	Sembawang Prison
465556	Bedok Camp	638361	Jurong Camp II	769194	4 Lorong Chencharu
478937	Singapore Prisons Quarters	638364	SAFTI Military Institute	778895	Nee Soon Camp
498760	Changi Exihibition Centre (Airbase)	638501	ST Marine	778900	Nee Soon Camp (Leo North)
498761	Changi Exihibition Centre (Airbase)	638709	15, Tuas Crescent	779914	Nee Soon Camp (SCDF)
498819	Changi Naval Base	638717	23, Tuas Crescent	797792	Seletar Airport Passenger Terminal
498802	1 Changi North Way	667988	Bukit Gombak Camp	797809	Seletar Airport
499611	8 Changi North Way	669638	Hillview Camp	819658	Changi International Airport Services
498834	Tanah Merah Prison	669642	Gombak Base HQ	819659	SATS Inflight Catering Centre 1

Question 34

Do you ship overseas?

Accepted Answer

At the moment, Watsons.com.sg does not deliver internationally and orders are allowed for delivery within Singapore only.

Question 35

How do I go about collecting my order from a Watsons store?

Accepted Answer

To collect your order from your selected store, print a copy of your order collection email.

At the collection store, present the printed copy of your order collection email, together with your personal Identification document (NRIC/PR/S Pass etc) to our store staff, for collection.

Store staff will verify your identification and assist you with the collection accordingly.

If your schedule gets too busy and would like to authorise someone else to collect on your behalf, this can be arranged! To authorise a person, you are required to fill up the authorised person's details in the order collection email and he/she is expected to present the order collection email with authorisation permission and his/her personal ID for verification, in order to make the collection at the store.

Question 36

How long is the delivery period?

Accepted Answer

All home delivery orders will be processed and delivered to customers based on their selected delivery slot. However, as these are stacked delivery slots, your delivery may arrive earlier or later outside of the timeslot selected, due to challenging traffic, weather conditions or unforeseen situations. We seek your kind understanding on the above situation. There is no delivery on Sundays and Public Holidays.

Prior to receiving your home delivery order, you will receive notification messages regarding your order status and the tracking of the order. Our courier service partner will also notify you of the delivery.

For 'Click and Collect' (self-collection), orders will be sent to the selected store and available for customers' collection within 4 days (excludes Sundays and Public Holidays) from the date that the order is confirmed. SMS and email will be sent to inform you of the collection.

During peak promotion periods, there might be a delay of 1 - 3 working days for your orders to arrive. Thank you for understanding.

Question 37

Is there a collection period if I select 'Click and Collect' as my preferred delivery method?

Accepted Answer

For orders made under 'Click and Collect' (self collection mode), you have to collect your order within 7 days from the day your order has arrived at the store and an email/SMS notification has been sent to you. After 7 days, the order will be treated as a 'no-show' order and will be sent back to our warehouse. No refunds will be made for such no-show collection orders.

Question 38

Is there any delivery charge?

Accepted Answer

Click & Collect Service Fee: $5
The service fee will partially cover the costs of processing, picking, packing and delivery (if needed) of the order.

Home Delivery Express Service:
• $1.99 with min. $60 nett spend
• For online orders below $60, there will be a $10 express delivery fee applicable.

Members enjoy Free Standard Click & Collect and Standard Home Delivery service with min. $40 nett spend. Non-members enjoy Free Click & Collect and Home Delivery service with min. $50 nett spend. Otherwise, the corresponding service fee will be applied.

If you are making your first purchase from our online store, you will be entitled to free delivery regardless of any order amount.

Note: Delivery / Click & Collect fees incurred will not be refunded in the event of order cancellation.

Question 39

What are the available delivery options?

Accepted Answer

You may choose to receive your orders via Home Delivery; or pick up at any of our “Click & Collect” stores. Standard Home Delivery service is available from Mondays to Saturdays. There is no delivery on Sundays or public holidays.

There may be some products that can only be delivered to home and ‘Click and Collect’ option will not be available. For such products, ‘Home delivery’ icon will be indicated in the product page or you will be prompted with 'Not available' message upon selecting 'Click and Collect' as delivery mode at check out.

Question 40

When will I get my order?

Accepted Answer

Standard Home Delivery service is available from Mondays to Saturdays only (excluding Sundays and public holidays). Customers can select their preferred delivery day when checking out. The order may arrive early or late on your selected day due to unforeseen circumstances like traffic, logistical or order volume challenges. We seek your kind understanding for any inconvenience caused.

Question 41

Why I do not receive free delivery at checkout even after I meet the minimum spend value?

Accepted Answer

Free delivery promotion is triggered based on final transaction value after deducting discounts/eVoucher/eCoupons as well as member bonus points redemption.

Question 42

Will I be notified upon delivery (for Home Delivery) or when my order is ready for collection (For Click and Collect)?

Accepted Answer

Yes. For home delivery, you will receive notification messages regarding your order status and the tracking of your order. Our courier service partner will also notify you of the delivery.

For click & collect service (self collection) at our stores, you will receive both email and SMS notifications once your order has arrived at the store and is ready for your collection. A reminder SMS will also be sent if you have not collected your order after 3 days.

Question 43

Can I still change to a different collection store after I have placed my Click and Collect order?

Accepted Answer

For Click & Collect orders, we regret to inform you that we are unable to support any changes to the chosen store location once the order has been confirmed.

Question 44

What are the terms and conditions of the Click & Collect $4 OFF coupon?

Accepted Answer

The coupon can only be used on your next purchase with minimum $20 nett spend in a single receipt on the day of parcel collection. The coupon excludes purchase of TRU Niagen, promotional banded packs, dispensary items, health tonics, pharmacist-service packages, baby & adult nutrition milk powder, confectionery, beverages, gift cards, prestige skincare & Watsons Card and $2 buys / Buy 5 Get 1 Free. For more information, click here.

Question 45

What is Click & Collect Express (CCE)?

Accepted Answer

Click & Collect Express allows you to order online and then pick up your order from your selected physical store within 1 hour after order has been placed. Any order that has been checked out after 9pm will be ready for collection by 11am the following day.

Please note that online free gifts are not applicable for Click & Collect Express and/or Home Delivery Express orders.

Question 46

What is the difference between Click & Collect and Click & Collect Express?

Accepted Answer

Click & Collect allows you to collect your order within 4 days (excluding Sunday and Public Holidays) from the date your order is confirmed.

Click & Collect Express is an express service that allows collection of your order from your selected store of convenience within 1 hour from the order is placed.

Question 47

How to find available Click & Collect Express stores

Accepted Answer

Question 48

How do I know if my Click & Collect Express order is ready for collection?

Accepted Answer

You will receive an SMS and Email stating that your order is ready for collection together with a unique 6-digit code. Once you have received the SMS or Email and the unique 6-digit code, you can visit your selected Watsons store to collect your order. Please provide the 6-digit code to store to identify your parcel.

Question 49

How do I know if products selected are available for Click & Collect Express?

Accepted Answer

When selecting a Watsons store for Click & Collect Express (pickup from store), look for the phrase “Support 1-hour Express Collect Service. Do refer to SMS notification for collection.” Stores tagged with the above phrase indicates the availability of “Click & Collect Express” service.

Website

App

Question 50

Can I combine an “Online Exclusive” products into my Click & Collect Express order?

Accepted Answer

If your cart consists of “Online Exclusive” products, it will not trigger any Click & Collect / Click & Collect Express service as those products are not available at physical stores. You can only buy them on Watsons Online. You will be prompted to either save the product for another order or select a separate delivery option.

Please note that online free gifts are also not applicable for Click & Collect Express and/or Home Delivery Express orders.

Question 51

Don’t see the Click & Collect Express option?

Accepted Answer

If you do not see the "Fastest" / "Express" option on "My Bag" page, this could be due to:

Your selected store does not have your selected item(s).
A free gift / sample is in your bag/cart. Please remove it.
There might be "Online Exclusive" or "Supplier Direct Delivery" item(s) in your bag/cart. Please remove it.

Question 52

Can I change/edit my order after my order has been confirmed?

Accepted Answer

Once you have received an order confirmation email, your order has been processed and no further changes can be made.

Question 53

Don’t see the Home Delivery Express option?

Accepted Answer

The delivery address you've selected is not covered or serviced under Home Delivery Express.
There are online exclusive or supplier direct delivery items in your cart, which cannot be delivered via the Home Delivery Express.
There are item(s) in your cart that are out of stock at your nearest physical store.
There are online exclusive free gift(s) in your cart. Please remove them in order to select the Home Delivery Express option.

Question 54

What is Home Delivery Express?

Accepted Answer

Home Delivery Express is an express service that allows you to receive your order within 90 minutes right at your doorstep!

For same-day express delivery, orders must be placed before 7pm daily (including weekends). Any order that has been checked-out after 7pm will be delivered before 12pm the following day.

Please note that online free gifts are not applicable for Home Delivery Express and/or Click & Collect Express orders.

Question 55

What is the difference between Home Delivery and Home Delivery Express?

Accepted Answer

Standard Home Delivery orders are delivered within 3-5 days, depending on the delivery slot that you have selected at the checkout page.

Home Delivery Express is an express delivery service where orders are delivered within 90 minutes by our delivery-partners! For same-day express delivery, orders must be placed before 7pm daily (including weekends). Any order placed after 7pm will be delivered before 12pm the following day.

Please note that online free gifts are not applicable for Home Delivery Express and/or Click & Collect Express orders.

Question 56

What are the fees for the Home Delivery Express?

Accepted Answer

If you have opted for the Home Delivery Express service, there will be $1.99 delivery fee for online orders above $60 nett spend and $10 delivery fee for orders below $60 nett spend.

Question 57

Can I combine an “Online Exclusive” product into my Home Delivery Express order?

Accepted Answer

If your cart consists of "Online Exclusive" products, it will not trigger Home Delivery Express service as the fulfilment of Home Delivery Express orders are from Watsons stores. You may either save the product for another order or select an alternative delivery option. Thank you for your kind understanding.

Please note that online free gifts are not applicable for Home Delivery Express and/or Click & Collect Express orders.

Question 58

Can I change / edit my order after my order has been confirmed?

Accepted Answer

Once you have received an order confirmation notification, your order has been processed and no further changes can be made. By clicking on "Checkout" and going through with the payment, you agree and consent to the online Terms and Conditions; and Privacy Policy of Watsons.

Question 59

How do I choose the Home Delivery Express option?

Accepted Answer

You may refer to the below step-by-step App or Web guide if you need help ordering via Home Delivery Express.

How to order via Watsons Website

How to order via Watsons App

Question 60

Registration / Card Activation

Accepted Answer

Find out more here.

Question 61

Return & Refund Policy

Accepted Answer

At Watsons, we strive to ensure that all items delivered are in good condition and accurate. However, you may request a return and refund under the following circumstances:

You received defective item(s)
You received incorrect item(s)
You received expired item(s)
Your order has missing item(s)

If your order includes any of the issues listed above, please contact our customer service within 7 days of receiving your order. All return and refund requests are subjected to the following terms and conditions:

Items must be in their original purchase condition.
Packaging must remain unopened and must not be defaced in any way.
Items purchased as part of a set or multi-item pack must be returned as a complete set.
Items marked as Non-returnable and/or Non-refundable on watsons.com.sg will not be eligible for return or refund.
All Gift with Purchase (GWP) items must be returned along with the original purchased item(s) to qualify for a full refund. Failure to return the GWP item will result in the value of the gift—based on its recommended retail price—being automatically deducted from your refund.
Any eCoupon or promo code used in the order will not be refunded.
All return requests must be submitted through our customer service team and are subjected to Watsons' review and approval. If approved, refunds will be issued to the original payment method.

Refunds will be processed based on the amount paid after promotional discounts, and any membership points earned from refunded items will be deducted from your account.

Question 62

What products are excluded from the Return & Refund policy?

Accepted Answer

To maintain the highest standards of health, safety, and hygiene, certain products are excluded from our Return and Refund policy. These include:

Short-Expiry Products
Products sold with a short shelf life (i.e. near expiry at the time of purchase) are clearly indicated on the product page and/or during checkout. These items are not eligible for return or refund unless they are defective, damaged or expired upon receipt. By purchasing such products, customers acknowledge and accept the stated expiry condition at the time of sale.
Personal Care and Hygiene Products
Products such as toothbrushes, razors, sanitary items, adult care products, and disposable underwear are non-returnable once opened or used, due to hygiene considerations.
Opened or Used Beauty Products
Skincare, haircare, cosmetics, and fragrances that have been opened or used cannot be returned for hygiene and safety reasons.
Health Supplements and Medications
All vitamins, supplements, and over-the-counter medications are non-returnable due to regulatory restrictions.
Sexual Wellness Products
Items such as lubricants, condoms, and other intimate care products are non-returnable for hygiene purposes.
Fitness Aids and Wearables
Items such as knee guards, elbow supports, and similar fitness wearables are non-returnable once worn or used, for hygiene and safety reasons.
Electronics and Digital Accessories
Electronic accessories such as keyboards, computer mice, earphones, and similar devices are not eligible for return once opened or used, unless found to be faulty or damaged upon receipt.
Perishable or Temperature-Sensitive Products
Certain natural or organic products with limited shelf life or special storage requirements are not eligible for return.
Gift Cards and eVouchers
These are non-refundable and non-returnable.

Question 63

How do I submit a return/refund request?

Accepted Answer

If you would like to raise return/refund request, you may navigate to My Account > Order History > Order Detail Page and click “Return / Refund”. Select the most appropriate reason, attach photo (optional) and submit your request.

You will receive an email notification to acknowledge receipt of your request. Your request will be reviewed by Watsons within 7 working days. You will receive another email notification once the outcome of your request is updated.

Question 64

How do I request a return & refund for orders placed via third-party platforms?

Accepted Answer

Watsons does not process return or refund requests for orders made through Lazada, Shopee, Amazon, GrabMart, or PandaShop. For any issues related to such orders, you must contact the respective platform’s customer service directly, as all transactions and payment information are strictly managed through their systems.