Refund Policy
I. General Provisions
This after-sales service plan applies to all Malaysian consumers who purchase products such as baby diapers, baby wipes, feminine sanitary napkins, and feminine overnight pants from this independent website. The aim is to provide customers with convenient, efficient, and transparent after-sales services, protect consumer rights and interests, and enhance the customer shopping experience.
II. Return and Exchange Policies
(I) 15-Day No-Reason Return and Exchange
- Applicable Conditions: Within 15 natural days from the date of receiving the goods, if the customer is not satisfied with the goods, and the goods remain in good condition without affecting secondary sales, the customer can apply for a no-reason return or exchange. The criteria for the goods to be in good condition include, but are not limited to: the original packaging of the goods is intact (including outer packaging, inner packaging, tags, etc.), the goods have not been opened or used, and accessories and gifts (if any) are complete.
- Application Process
- The customer needs to log in to the personal account on the independent website within 15 days, submit a return or exchange application on the order details page, and indicate the reason for the return or exchange.
- The customer service staff will review the application within 24 hours. After the review is passed, the customer will be sent the return address and relevant instructions.
- Freight Liability
- If the return or exchange is initiated for the customer's personal reasons, the customer shall bear both the outgoing and return freight.
- If the return or exchange is due to product quality problems or reasons on our part, we will bear both the outgoing and return freight. The customer can advance the freight and apply for reimbursement with a valid freight receipt when the refund is processed.
(II) Return, Exchange, and Compensation for Missing or Damaged Products
- Feedback and Verification: After receiving the goods, if the customer finds that the products are missing or damaged, the customer needs to feedback the problem through the customer service channels of the independent website (online customer service, customer service email, customer service phone) within 48 hours and provide clear photos and videos of the goods as evidence. The customer service staff will verify the situation within 48 hours after receiving the feedback and confirm the authenticity of the problem.
- Handling Methods
- If there are missing products, we will reissue the missing products within 3 working days after verification, or process a refund for the missing part according to the customer's wishes.
- If the products are damaged, the customer can choose to exchange for a brand - new product or apply for a refund. For customers who choose to exchange products, we will complete the delivery within 5 working days; for customers who choose to apply for a refund, we will complete the refund operation within 3 working days.
- Compensation Standards: For additional losses caused to customers due to missing or damaged products, after reaching an agreement through negotiation between both parties, we will provide reasonable compensation according to the actual situation. The compensation methods include, but are not limited to, cash compensation and coupon rewards.
III. Refund Process
- Return and Refund: After the customer returns the goods to the designated address, we will process the refund through the original payment method within 3 working days after receiving the goods and confirming that they are in order. The refund arrival time varies according to different payment platforms, generally ranging from 1 to 7 working days.
- Only Refund: For refund applications where the goods do not need to be returned (such as a partial refund for missing products), we will complete the refund operation within 3 working days after verification.
IV. Special Instructions
- The following situations are not applicable to the 15 - day no - reason return and exchange policy
- The goods have been opened and used, affecting secondary sales (except for quality problems).
- Customized goods with special specifications or goods printed with specific logos.
- The return and exchange period exceeds 15 days.
- If the customer engages in malicious return and exchange, fraud, or other behaviors, we have the right to reject the return and exchange application and reserve the right to pursue their legal responsibilities.
V. Customer Service Support
- Customer Service Channels: To facilitate customers' inquiries and feedback, we provide the following customer service channels
- Online Customer Service: Real - time online customer service on the independent website page, service hours: 9:00 - 21:00, Monday to Sunday.
- Customer Service Phone: [Specific Phone Number], service hours: 9:00 - 21:00, Monday to Sunday.
- Customer Service Email: [Specific Email Address], customers can send emails for inquiries at any time, and we will reply within 24 hours.
- The customer service staff will professionally and patiently answer all kinds of questions from customers regarding after - sales services and assist customers in completing the return, exchange, and compensation processes smoothly.
This after - sales service plan shall come into effect from the date of release. We reserve the right to revise and interpret this plan. If you have any questions or suggestions, please feel free to contact our customer service staff.