RETURN & REFUND POLICY

Effective Date: [19 August 2026]
Version: 1.0

At DeepFeel, we want you to feel confident when purchasing our products. This Return & Refund Policy explains the conditions under which orders may be cancelled, returned, replaced or refunded.

This policy applies to eligible products purchased directly through the DeepFeel website, DeepFeel mobile application or other authorised DeepFeel sales channels operated by us.

Your rights under applicable consumer protection laws are not affected by this policy.

1. Return Eligibility

A product may be eligible for return where:

• You received the wrong product.
• The product arrived damaged.
• The product is defective.
• The product is materially different from the product you ordered.
• The product does not comply with applicable consumer guarantees.
• A return is otherwise permitted under DeepFeel’s applicable return terms.

Return eligibility may depend on the condition of the product, the reason for the return, the date of delivery and applicable consumer protection laws.

2. Return Request Period

Where a DeepFeel return period applies, return requests should be submitted within [X days] from the date you receive your order.

This return period does not limit any longer period or remedy that you may be entitled to under applicable consumer protection laws, including where a defect could not reasonably have been discovered earlier.

We recommend contacting DeepFeel Customer Support as soon as you identify an issue with your order.

3. Change of Mind Returns

Change-of-mind returns are subject to DeepFeel’s applicable country and product return rules.

If change-of-mind returns are permitted, the product generally must:

• Be unused.
• Be unopened.
• Remain in its original condition.
• Have its original seal intact, where applicable.
• Include all original packaging, accessories and materials.
• Be accompanied by valid proof of purchase.
• Be returned within the applicable return period.

For health, hygiene and product-integrity reasons, opened or used personal-care products may not be eligible for a change-of-mind return.

This restriction does not affect your rights where a product is defective, damaged, incorrectly supplied or otherwise does not comply with applicable consumer protection laws.

4. Non-Returnable Items

Subject to applicable consumer protection laws, the following items may not be eligible for a change-of-mind return:

• Products that have been opened or used.
• Products with broken or removed safety seals.
• Products damaged because of misuse or improper handling after delivery.
• Products not purchased directly from an eligible DeepFeel sales channel.
• Free gifts or promotional items that are not independently returnable.
• Items specifically marked as non-returnable before purchase.

An item being described as non-returnable does not remove any legal rights you may have where the product is defective, unsafe, materially different from its description or otherwise fails an applicable consumer guarantee.

5. Damaged or Defective Products

If your DeepFeel product arrives damaged or you believe it is defective, please stop using the affected product where continued use may cause further damage or present a safety concern and contact DeepFeel Customer Support.

We may ask you to provide:

• Your order number.
• The product name.
• A description of the issue.
• Photos or videos showing the damage or defect.
• Photos of the outer packaging.
• Photos of the shipping label.
• Batch or product information where relevant.

Please keep the affected product and its original packaging while your request is being reviewed.

Once verified, an appropriate remedy may include a replacement, repair where appropriate, refund or another remedy required by applicable law.

6. Wrong Product Received

If you receive a product that is different from what you ordered, please contact DeepFeel Customer Support as soon as reasonably possible.

Please provide your order number and photographs showing the product received.

Once the issue has been verified, DeepFeel may arrange for the incorrect product to be returned and provide the correct product or an appropriate refund.

7. Missing Items

If an item is missing from your order, please first check whether your order was shipped in multiple parcels.

If the item is still missing, contact DeepFeel Customer Support and provide your order number and details of the missing product.

Once verified, we may arrange for the missing product to be sent or provide another appropriate resolution.

8. Return Shipping Costs

Where a return is required because the product is defective, damaged, incorrectly supplied or materially different from what was ordered, DeepFeel will bear the applicable return delivery costs where required by law.

For approved change-of-mind returns, the customer may be responsible for return shipping charges unless DeepFeel states otherwise.

Please contact Customer Support before returning a product. Products sent without an approved return process may result in delays in processing your request.

9. How to Request a Return

To request a return, contact DeepFeel Customer Support through the available support channel.

Please provide:

• Your order number.
• Your name and contact information.
• The product you wish to return.
• The reason for the return.
• Relevant photographs or videos, where applicable.

Our support team will review your request and provide instructions if the product needs to be returned.

Do not send a product to an address unless DeepFeel Customer Support has provided or confirmed the appropriate return instructions.

10. Condition of Returned Products

Unless the return relates to a defect, damage or another issue protected by applicable law, returned products should be:

• In their original condition.
• Unused and unopened.
• Securely packed.
• Returned with the original packaging.
• Returned with all included accessories and materials.

DeepFeel may inspect returned products before approving a change-of-mind refund.

11. Product Exchanges

Where available, DeepFeel may offer a replacement or exchange for eligible products, particularly where a product was damaged, defective or incorrectly supplied.

Replacement availability is subject to stock availability and applicable consumer rights.

If the same product is unavailable, we may offer an alternative resolution, including a refund where appropriate.

12. Order Cancellation

If you wish to cancel an order, please contact DeepFeel Customer Support as soon as possible.

Cancellation may be possible while an order is still in an eligible status, such as before fulfilment or shipment has been completed.

Once an order has been packed, fulfilled or shipped, cancellation may no longer be possible. In that case, you may need to wait until the order is delivered and submit an eligible return request.

The availability of cancellation will depend on the current order, payment and fulfilment status.

13. Cancellation Before Payment

Orders that have not been successfully paid may generally be abandoned or cancelled without a refund being required, as no completed payment has been received.

Failed or incomplete payments may automatically expire depending on the payment provider and DeepFeel order system.

14. Refund Eligibility

A refund may be approved where:

• An eligible order is successfully cancelled.
• An eligible returned product has been received and approved.
• A product is defective and a refund is the appropriate remedy.
• A wrong or materially different product was supplied.
• A product cannot be replaced where replacement is required or agreed.
• An order cannot be fulfilled by DeepFeel.
• A refund is otherwise required under applicable consumer protection laws.

15. Refund Amount

Approved refunds will generally be based on the amount actually paid for the eligible product or order.

Discounts, promotional vouchers, DeepCoins or other benefits applied to the original purchase may affect the calculation of the refundable amount.

Original shipping fees may be refunded where required by applicable law or where the refund results from an error attributable to DeepFeel.

For approved change-of-mind returns, original delivery charges may not be refundable unless otherwise stated or required by law.

16. Refund Method

Approved monetary refunds will generally be processed back to the original payment method used for the transaction unless another method is required or agreed.

Depending on the payment method, payment provider or circumstances, alternative refund arrangements may be required.

Refunds cannot normally be transferred to an unrelated third party.

17. Refund Processing Time

Once a refund has been approved, DeepFeel will normally submit the refund to the relevant payment provider within [X business days].

After the refund has been submitted, your bank, card issuer, e-wallet or payment provider may require additional time to reflect the funds in your account.

Actual processing times may vary depending on the payment method and financial institution.

You may be able to view the status of an eligible refund through your DeepFeel order details where this feature is available.

18. Partial Refunds

In certain situations, a partial refund may be appropriate, including where:

• Only part of an order is eligible for refund.
• Some products in a multi-product order are retained.
• A partial adjustment is agreed as the appropriate remedy.

Any partial refund will be clearly communicated before or when the refund is processed.

19. Promotions, Vouchers & Discounts

If an order was purchased using a promotional discount or voucher, the refund will generally be based on the actual amount paid after the applicable discount.

Promotional vouchers may not automatically be reissued following a return, cancellation or refund unless stated in the applicable promotion terms.

If a return causes an order to no longer meet the requirements of a promotion, the refund calculation may be adjusted where permitted by the applicable promotion terms and law.

20. DeepCoins & Rewards

If DeepCoins, rewards or other benefits were earned specifically because of a purchase that is later cancelled or refunded, the related benefits may be reversed or adjusted in accordance with the applicable DeepFeel Rewards Terms.

Where DeepCoins or rewards were used towards a refunded purchase, any eligible restoration of those benefits will be handled according to the applicable rewards rules.

DeepCoins and promotional rewards are not automatically refundable as cash.

Nothing in this section limits your statutory rights relating to the physical product itself.

21. QR Activation & Dippie Benefits

Certain DeepFeel products may include QR-based activation, Dippie collectibles, DeepCoins or other digital benefits.

If a returned product has already been scanned or activated, DeepFeel may review any digital benefits associated with the returned transaction.

Digital rewards obtained through fraud, duplicated QR codes, refund abuse or other prohibited activity may be reversed or cancelled.

QR activation or reward activity does not remove any consumer right you may have where a physical product is defective, damaged or otherwise does not comply with applicable law.

22. Purchases from Third-Party Retailers

If you purchased a DeepFeel product from an authorised third-party retailer, marketplace, pharmacy, distributor or other seller, the return or refund request may need to be submitted directly to the seller from whom you purchased the product.

The seller’s applicable return process and local consumer protection laws will apply.

DeepFeel Customer Support may assist with product-related questions, but we may not be able to directly refund a payment that was collected by another seller.

23. Unauthorised Sellers

DeepFeel cannot guarantee the authenticity, condition, storage or handling of products purchased from unauthorised sellers.

Refund requests for purchases made from unauthorised sellers should normally be directed to the seller or platform through which the purchase was made.

24. Refund Abuse & Fraud Prevention

DeepFeel may review return and refund requests to protect customers and the platform against fraud and misuse.

Examples of prohibited activity include:

• Submitting false refund claims.
• Returning a different product from the one purchased.
• Manipulating QR codes or product identifiers.
• Repeatedly abusing promotions or rewards through refunds.
• Using multiple accounts to manipulate refund or reward systems.

Suspected fraudulent activity may result in additional verification, rejection of claims that are not legally valid, restriction of account features or other appropriate action.

Fraud-prevention measures will not limit valid rights available to consumers under applicable law.

25. Country & Regional Consumer Rights

Return, cancellation and refund rights may vary depending on the country or region in which your purchase is made.

For purchases in Malaysia, applicable rights may arise under the Consumer Protection Act 1999 and applicable electronic trade regulations.

Where applicable law gives you rights that are more favourable than this policy, those legal rights will apply.

Nothing in this Return & Refund Policy is intended to exclude, restrict or modify consumer rights that cannot legally be excluded.

26. Changes to This Policy

DeepFeel may update this Return & Refund Policy from time to time to reflect changes in our products, commerce operations, payment methods, fulfilment processes or applicable laws.

The latest version will be published on the DeepFeel website or app together with its effective date.

The policy applicable to your purchase will be subject to the terms and legal requirements relevant to that transaction.