Refund policy

RETURN & EXCHANGE POLICY

At Babycare Malaysia, we want every parent to receive products in perfect condition. If your item arrives damaged or defective, we will assist with an exchange according to the policy below.

This Return Policy applies only for orders made through Babycare Malaysia official channels (Website, TikTok Shop, Shopee Mall, Lazada Flagship, WhatsApp Official).

1. RETURN & EXCHANGE ELIGIBILITY

To ensure a smooth process, customers must meet all conditions below:

1.1 Reporting Window

  • You must email or message us within 48 hours (2 days) of receiving your item.

  • Requests made after 48 hours will not be accepted.

1.2 Return-to-Warehouse Deadline

  • Returned items must reach our warehouse within 7 days from the date you notify us.

1.3 Condition of Returned Item

Items must be returned:

  • Unused
  • In original condition
  • With original packaging, tags, manuals, and accessories intact
  • Without any signs of wear, stains, odor, or damage caused by the customer

All returned items will be inspected before approval.

2. HOW TO REQUEST A RETURN

Please email us with the details below:

Return Details

  • Name:
  • Phone Number:
  • Email:
  • Order / Invoice Number:
  • Reason for Return: (e.g., defect, wrong item received)
  • Tracking Number: (after sending back)
  • Replacement Item: (same model/color or selected exchange item)

Required Attachments

Please attach:

  • Photo/video clearly showing the defect or issue
  • Photo of the packaging & shipping label
  • Proof of purchase (order screenshot/invoice)

Requests without supporting evidence cannot be processed.

3. SHIPPING COSTS

If the item is damaged, defective, or wrong item sent by us:

  • Return shipping is covered by customer
  • Replacement shipping is covered by Babycare Malaysia

If customer requests an exchange for personal preference:

(e.g., change of mind, color preference, size issues within tolerance)

  • Both return & replacement shipping fees are borne by the customer

4. EXCHANGE RULES

4.1 Same Design & Colour

  • Exchanges are allowed for the same model and colour, subject to stock availability.

4.2 Out of Stock / Discontinued Items

If your item is out of stock:

  • You may choose another item of equal value with no extra charge.
  • If the new item is higher in price, customer must top-up the difference.
  • If the new item is lower in price, no refund of the difference.

4.3 Changing to Different Model/Colour (Customer Preference)

  • Allowed only if customer bears all shipping costs.

4.4 Babycare Malaysia reserves the right to reject returns or exchanges that do not meet the policy.

5. RETURNABLE ITEMS

We accept returns/exchanges for:

  • Items with clear manufacturing defects
  • Items received in damaged condition
  • Wrong item/colour/variant sent
  • Serious quality issues that significantly differ from product description

6. NON-RETURNABLE ITEMS

The following are not eligible for return or exchange:

  • Minor cosmetic imperfections (loose thread, crease, minimal color variance)
  • Slight measurement differences (1–3cm)
  • Colour variance due to screen/monitor differences
  • Design changes that do not affect function (e.g., stitching detail, button style)
  • Clearance / final sale items (unless defective)
  • Items damaged due to misuse, wear & tear, or not following product instructions

If you are extremely particular regarding minor visual differences, we recommend reconsidering your purchase to avoid disputes.

7. FINAL RIGHTS

Babycare Malaysia reserves the full right to:

  • Reject returns that do not meet the above conditions
  • Request additional evidence for verification
  • Make the final decision on product eligibility