CALECIM® Professional

Dear WY, Thank you for your continued support of CALECIM® and for taking the time to share your feedback. We're very sorry to hear about your recent experience and can understand your frustration. Regarding the Pigment Solution pricing, we’d like to clarify that the 30ml bottle is priced at SGD $232, while the 15ml is SGD $118. We understand that this may not have been immediately clear on the website and will review how we can better present this information to avoid any future confusion. With regard to the Starter Bundle promotion, please note that each Starter Bundle includes two starter-size products and one sample kit. We apologise for any previous miscommunication and appreciate your patience as our team looked into this. We’re truly sorry that the service you received did not reflect the standards we aim to uphold. Your feedback has been shared internally so we can improve on both communication and fulfilment processes. We do value your support, especially as someone who has used CALECIM® over the years, and we hope to have the opportunity to restore your confidence in the brand. If there’s anything further we can assist you with, please don’t hesitate to reach out to us directly at [email protected]. Warm regards, The CALECIM® Team

Hi Laurie, Thank you for sharing your experience and for giving our product a try. We truly appreciate your patience and commitment. Eye bags that have developed over time can indeed be challenging to address, and it’s true that visible improvements—especially for long-standing concerns—can take several months. While some users see quicker results, others notice more gradual changes, such as firmer skin, improved resilience, and better hydration over time. We’re glad to hear you're open to continuing and giving the product more time, and we’ll be here to support you on your journey. Please don’t hesitate to reach out if you have any questions or need further guidance. Warm regards, Team CALECIM®

Dear Yasmin, Thank you for sharing your experience and for giving CALECIM® a try—we truly appreciate your support. We’re sorry to hear that the results did not meet your expectations. Unlike more immediately visible changes such as hair regrowth, improvements in skin health can sometimes be more subtle and gradual. While you may not see dramatic changes right away, your skin could still be becoming healthier—less sensitive, less red, and more resilient over time. That said, we completely understand how important it is to see visible results, especially when investing in premium skincare. We sincerely apologise for falling short of your expectations and appreciate your honest feedback, which helps us improve. If you’d like to discuss your experience further or get personalised guidance, please don’t hesitate to reach out to us at [email protected]. Warm regards, The CALECIM® Team

Dear Letitia, Thank you for your review, and we’re genuinely sorry to hear about your frustration. We’d like to reassure you that your refund of £78 was processed — it should already be reflected in your account or appear shortly, depending on your payment provider's processing times. We completely understand how concerning it can be when communication feels delayed, and we apologise if our response time didn’t meet your expectations. Your feedback is very important to us, and we’re reviewing this internally to ensure smoother handling of return-related queries going forward. If you have any further concerns or need confirmation details, please don’t hesitate to contact us again at [email protected], and we’ll be happy to assist. Warm regards, Customer Care Team

Hi Brenden, Thank you for reaching out, and we're very sorry to hear about your experience. We’ve thoroughly checked our records but haven’t found any inquiries associated with your email address. It’s possible there was a technical issue or the message didn’t reach us. To help us investigate further, could you please send a new email to [email protected] with any screenshots of your previous enquiries? Please rest assured that your subscription has already been cancelled by our team, and no further charges will be made. We sincerely apologize for any inconvenience this may have caused and appreciate your understanding as we work to resolve this promptly. Warm regards, CALECIM® Professional Team

Hi Lindsey, Thank you for your feedback. We’re sorry for any confusion or inconvenience caused. After reviewing your case, we can confirm that our customer support team replied to your cancellation request on March 14 and again followed up on April 21 and April 25. In each of these emails, we provided instructions to return the product in order to process your refund. However, we have not received any reply from you. To move forward, please kindly respond in the same email chain where our team has been corresponding with you. Once the return is completed according to the instructions provided, we will promptly issue your refund. If you need any additional assistance, you can also contact us at [email protected] with the subject "URGENT: Cancellation Refund." We look forward to resolving this for you. Best regards, CALECIM® Customer Experience Team

Hi Marie, Thank you for taking the time to share your feedback, and we’re sorry to hear about your frustration with the return process. We’d like to clarify that we received your return request and, on April 25th, we reached out to inform you of our return policy and requested the return label from our operations team. However, we did not receive a response from you following that message. Please note that return labels typically take a few days to generate, and our team is doing their best to ensure everything moves along smoothly. We genuinely appreciate your kind words about the Recovery Night Complex—it’s wonderful to hear that you’ve had a positive experience with it. Your feedback is important, and we are continually working to improve both our products and service. We hope to reconnect with you soon to complete your return. Warm regards, CALECIM® Customer Experience Team

Hi Christophe , Thank you for sharing your experience so far! We appreciate you giving the product time, as results can vary from person to person and may take a little longer to become noticeable. We're glad to hear you're giving it another try, and we're crossing our fingers right along with you! If you have any questions or need support along the way, please don't hesitate to reach out to our team at [email protected]. Wishing you the best on your journey, and thank you again for choosing us! Best regards, CALECIM® Customer Experience Team

Dear Sina, Thank you for taking the time to share your feedback. We’re truly sorry to hear that your experience with CALECIM® was not as you had hoped, and that the product did not suit your skin. We understand how disappointing it can be when a product isn’t compatible, especially when skincare is such a personal journey. Our team had offered a few options to try and support you through this, and we regret that none were able to resolve the situation to your satisfaction. That said, we want to assure you that both of your subscriptions have now been cancelled, and you will no longer receive any further shipments. We appreciate you giving CALECIM® a try and for your candid feedback — it’s invaluable to us as we continuously strive to improve both our products and customer experience. Should you ever wish to revisit us in the future, we’d be more than happy to assist. Wishing you all the best on your skincare journey. Warm regards, CALECIM® Customer Experience Team

Hi Harriet, Thank you for reaching out and sharing your experience — we’re truly sorry for the frustration and concern this situation has caused. First and foremost, we sincerely apologise for the delay in our response. This is not the level of service we aim to provide, and we completely understand how disappointing it must have been to not hear back promptly. Upon reviewing your account, we found that the email address used to set up your subscriptions was different from the one you’ve been contacting us from. Because of this, notifications about upcoming orders weren’t reaching you, and the subscriptions didn’t appear under your current login — which understandably caused a lot of confusion. Additionally, in your earlier emails, there wasn’t any mention of wanting to cancel or that your most recent order hadn’t arrived. Our team was in the process of replying to your inquiry when we saw this review, and we appreciate you flagging your concerns. We’ve now gone ahead and cancelled both of your subscriptions and are following up via email to confirm the details and assist with your missing order. We truly value your feedback, and we’re committed to resolving this for you as quickly and smoothly as possible. Thank you for your patience and for giving us the opportunity to make things right.

Thank you for trying and reviewing our products. We are sorry that you felt they were underwhelming. Results do vary and it’s a shame our technology did not work for you.

Sorry to hear you had a reaction. Many times a swelling happens as the microneedling tool has not been sufficiently sterilized. The Pro Serum has been safely used in clinical settings by doctors for many years with no reports of adverse effects. Perhaps we can suggest you replace the microneedling tool and sterilize it with a alcohol in future

Hi Jamie, Thank you for leaving your review regarding your experience with our stem cell hair product. We truly appreciate your investment and the trust you placed in our brand. I understand how disappointing it must be to not see the results you hoped for after four months of use. Hair loss is a complex issue influenced by various factors, and predicting success can be challenging. While we have achieved a 95% success rate in our clinical trials, it’s important to note that these participants were selected as 'ideal candidates' – typically individuals with mild to moderate hair loss. Our goal is to make our product accessible to a wider audience, but this does mean that some users may not experience the desired results, as individual circumstances can vary greatly. We sincerely apologize that our product did not meet your expectations and would like to offer you a form of compensation. Additionally, we would be happy to arrange for you to see one of our professional partners, should there be one in your area, who can provide further guidance tailored to your specific situation. We are dedicated to providing innovative solutions in hair restoration and understand that while many have found success with our technology, there can be instances where it may not be the right fit. We are disappointed that your case just happened to be one of them. Please respond to us to let us know how you would like to proceed.

Thank you for trusting us with your order. Results may vary with our users and we regret that it has not been a positive experience for you. We try to reduce fragrance in our products as they are used by clinicians for post-procedure recovery and applied on sensitised skin.

Hi Jaini, Thank you for leaving your review. We are careful to provide our users with sterile wipes to use with each usage. And we have responded to your feedback about the derma stamper. You did not specify how the latest one was faulty but we did send you a replacement. Noting that you had purchased 3 x from us, we would like to find out more about this latest experience. We have not had any other feedback about the stamper before, be it from at-home users or professionals.