Returns & Exchange
Your complete satisfaction is our ultimate goal. We will gladly refund or exchange purchased items under the following conditions:
- We will refund faulty or damaged goods.
- We will not refund for damage caused by the customer.
- All Baby food & Formula is non-returnable and non-refundable.
- All Perishable items are non-returnable and non-refundable.
- Used cosmetics, sexual products, food, and clothing are non-returnable and non-refundable.
- Postage and delivery costs are non-refundable for all exchanges except for damaged goods.
All goods to be exchanged must be returned as new (i.e. new, unopened, unused, and in resalable condition) and in original packaging. All accessories, parts and manuals must be included.
We’ll also provide free return shipping if your return is the result of our error such as damaged, defective, or incorrect items. In other cases, a return postage fee will apply and a 10% re-stocking fee will be applied on all returns.
Once your return has been received, a credit or refund will be issued within 30 days and an e-mail confirmation will be sent. Refunds will be issued in the original form of payment.
In order to fast process your returns, please write down your order number, reference number on the parcel returned.
Incorrect item is received:
We are really sorry about the mistake and for any inconvenience this might have caused.
Please email us a picture of the item you had received. We will send you a prepaid courier ticket by MAIL for the returns.
For the big size product we will arrange courier pickup from your place on our cost. Please email us the time and your phone number for the pickup.
We will dispatch the correct item as soon as we receive your returned product.
Item is damaged on arrival:
You must email us with a photo that clearly shows the damages as soon as possible upon receiving the item.
Please keep the damaged item and do NOT throw it away. We will arrange a courier pickup for a damage assessment. You will be informed by the courier company of the pickup time. You can leave the item somewhere around your place for the pickup if no one at home. The courier company will determine whether our claim will be approved!
Meanwhile we will send you a replacement as soon as the courier company confirms they have collected the damage item.
Item is faulty or not working properly on arrival:
We usually check products to make sure they are functioning correctly and in stated conditions before sending out as an additional quality control procedure, while all goods have passed QC check in the factory line.
In case of replacing faulty products on arrival, we will re-ship the new item to the customer for free. If any faulty item needs to be sent back to us first, the amount of returning charges we cover is only up to the amount you paid to us on the initial sale.
Once we receive the item returned we will test it. If we found the problem exists, it will be repaired or replaced at no further charge, alternatively we may offer a refund including return postage at our discretion where the product cannot be repaired or replaced with a same or similar item.
If the item we found is not faulty as told, we will inform you and send the original product back to you directly while your return postage will not be refunded.
Changed of mind and no longer want the item ordered:
We know people change their mind sometimes.
If the order has not been sent out by the time we were noticed, we will cancel your order and fully refund you.
If the order has been dispatched, you are welcome to return the item to us within 7 working days upon receipt. In such cases, return freight charges must be covered by the customer. The product must be returned to us in original conditions with all accessories and original packaging included. The total order amount minus the shipping, gift wrapping or other charges, will be refunded to you.
It would be much appreciated if you could attach a piece of paper with our shipping address on it instead of writing on the original packaging.
Item was not what I thought:
Sorry, we do NOT accept any returns for this reason.
While we do try our best to provide as more detailed product information as possible, some customer did not read them completely and carefully leading to wrong understandings or assessment of the product.
We strongly suggest you read the product descriptions and watch product pictures thoroughly. If you are not sure something about the product or some information you are interested in is not there, please confirm with us before purchase.
The parcel did not arrive:
The First thing to do is trace your parcel on the courier company website with the tracking number we provided in the Shipping Update email, or call up the courier company.
If your item did not arrive within the time frame we stated and got no response from the courier company, please email us ASAP. We will lodge an enquiry for you.
Please do not worry and be patient with us. In most case, parcels were found after enquiry were filed. For the completely lost parcel we will make claim on it and re-send item as soon as possible.
NON-RETURNABLE AND REFUNDABLE PRODUCTS:
All products listed as clearance items (with a short product expiry).
A product with a clear statement displayed on its page as non-refundable for your health and safety protection.
All Baby Food & Formula – Unfortunately, because of the safety concern of all our customer, all baby food & formula is non-returnable and refundable. If you require specific information to assist in your purchasing decision, we recommend that you make further enquiries of the manufacturer.
Lost products caused by improper delivery due to incorrect addresses and postcodes provided by the customer. Our address labels are automatic and any error in the input of delivery address is the customer’s responsibility.
Prohibited items that are detained or confiscated at your own customs. Please check your country’s customs and duty laws before purchasing.
In the case you place an order for product that subsequently becomes unavailable or there is a delay in delivery, we will contact you via email and phone within 24-48 hours to advise you of the situation and the options available to you. You may wait until the product is available or replace the product with a substitute product (the order total will be confirmed and adjusted), unless otherwise instructed.
In other case where you would like to purchase a clearly stated the out of stock situation product, you may email us and we will contact you immediately once it becomes available again.
Consumer Guarantees Act 1993 (“the Act”):
The above Return and Refund Policy and the other terms of sale are subject to your rights under the Act.
If you are buying the item for business purposes, you agree that the Act does not apply.
You also accept that the Act does not apply if you are buying the item for the purpose of re-supplying them in trade or for manufacturing or repairing in trade.