Return, Refund and Exchange Policy

Thank you for shopping with AP BABY CARE SDN. BHD. (Registration No. 202601015996 / 1678093-P).

We carefully inspect and prepare every order before dispatch. As our products include baby care and everyday-use essentials, certain items may be subject to hygiene, safety and quality-control requirements. Customers are encouraged to review all product descriptions, specifications, sizes, colours, features and usage information carefully before placing an order.

By purchasing from our website, you acknowledge and agree to this Return, Refund and Exchange Policy.

1. General Policy

All items sold are considered final and are not exchangeable or refundable due to a change of mind, personal preference, accidental purchase, incorrect selection or any other reason unrelated to an error attributable to the Company.

A return, refund or exchange request may only be considered under the following circumstances:

• The merchant sent the wrong item.
• The item received does not match the specifications, description, features or information advertised on our website.
• The item was spoiled, damaged or defective upon delivery.
• Delivery exceeded the timeline stated in our Shipping Policy.

Submitting a request does not automatically guarantee approval. Every request will be assessed based on the order information, condition of the item and supporting evidence provided.

2. Incorrect Item Received

A request may be submitted if the product delivered is different from the product confirmed in the customer’s order.

Customers must provide clear evidence showing the item ordered and the item received. Minor differences in colour caused by lighting, photography, device displays or manufacturing batches will not normally be considered an incorrect item unless the variation materially changes the product.

3. Product Not as Advertised

A request may be considered if the product received materially differs from the specifications, description, features or other important information displayed on the relevant product page when the order was placed.

The customer must clearly identify the difference and provide supporting photographs or videos.

Minor differences that do not affect the product’s identity, purpose, function or advertised features will not normally qualify for a return, refund or exchange.

4. Spoiled, Damaged or Defective Products

Customers may submit a request if an item arrives spoiled, broken, physically damaged, incomplete or defective.

The issue must already be present when the parcel is delivered. Damage caused after delivery through misuse, improper handling, incorrect washing, unsuitable storage, accidents or failure to follow product instructions will not qualify.

Normal wear and tear is not considered a product defect.

5. Delivery Beyond the Stated Timeline

Customers may contact us if an order is delivered later than the applicable timeline stated in our Shipping Policy.

The circumstances of the delay will be reviewed before a resolution is offered.

Delays caused by incorrect delivery details, unavailable recipients, failed delivery attempts, courier disruptions, weather conditions, public emergencies or other circumstances beyond our reasonable control may not automatically qualify for a refund.

6. Twenty-Four-Hour Reporting Period

All return, refund and exchange requests must be submitted within 24 hours of receiving the parcel.

The 24-hour period begins from the date and time the courier’s tracking information records the parcel as delivered, collected or received by the customer or an authorised recipient.

Customers should inspect the parcel and its contents immediately after delivery.

Requests submitted after the 24-hour period will not be accepted, except where otherwise required under applicable law.

7. Evidence Required

Customers must provide complete and clear supporting evidence with every request.

The required evidence includes:

• A clear and continuous unboxing video.
• The video must begin before the parcel is opened.
• The unopened parcel and shipping label must be clearly visible.
• The video must show the condition of the outer and inner packaging.
• The video must clearly show every item received.
• A clear video showing the first use of the item, where applicable.
• Clear photographs showing the damage, defect, incorrect item or material difference.
• The customer’s full name and order number.
• A description of the issue.
• Any additional information or supporting documents requested by the Company.

The unboxing video must not be edited, paused, combined from separate recordings or recorded after the parcel has already been opened.

Requests submitted without the required evidence will not be accepted.

8. Condition of Returned Items

Unless the product was already damaged or defective upon delivery, any item approved for return must remain:

• Unused and unworn.
• Unwashed and unaltered.
• In its original condition.
• Complete with all accessories and components.
• Inside its original packaging.
• Attached to all original labels, tags and seals.
• Free from stains, odours or contamination.
• Accompanied by any promotional or complimentary items received.

If the returned item is incomplete, used, altered, contaminated or damaged after delivery, the request may be rejected.

9. Baby Care and Hygiene Products

For health, hygiene and safety reasons, baby care items that have been opened, used, washed, sterilised or placed in contact with food, liquids, skin or the mouth cannot be returned because of a change of mind.

This may include feeding products, teething products, personal care products, bathing accessories and similar hygiene-sensitive items.

This restriction does not prevent a customer from submitting a valid request for an item that was incorrect, misdescribed, spoiled, damaged or defective upon delivery.

10. Non-Eligible Requests

A return, refund or exchange will generally not be accepted in the following situations:

• The customer changed their mind.
• The customer ordered the wrong product, size, colour, design, quantity or variation.
• The product does not suit the customer’s personal preference.
• The customer found a lower price elsewhere.
• The product was opened or used without a verified defect.
• The item was damaged through misuse or improper handling.
• The item was incorrectly washed, cleaned or sterilised.
• The item was stored in unsuitable conditions.
• The product shows normal wear and tear.
• The customer provided an incorrect or incomplete delivery address.
• The parcel was received by another person at the address provided.
• The request was submitted more than 24 hours after delivery.
• The required unboxing or first-use video was not provided.
• The photographs or videos do not clearly demonstrate the reported issue.
• The item is incomplete or no longer in its original condition.

11. How to Submit a Request

Customers must submit requests by email to:

apbabycare@outlook.com

Please use the following email subject:

Return, Refund or Exchange Request – [Order Number]

The email must include:

• Customer’s full name.
• Order number.
• Date of delivery.
• Name of the affected product.
• Clear description of the issue.
• Requested resolution.
• Required photographs and videos.

Customers must not return an item before receiving written approval and return instructions from the Company.

Unauthorised returns may be rejected.

12. Review and Verification

After receiving a complete request, we may:

• Verify the customer’s order records.
• Review delivery and tracking information.
• Examine the photographs and videos provided.
• Request additional evidence or clarification.
• Consult the courier service provider.
• Require the item to be returned for inspection.
• Test the product where appropriate and safe.

Customers must respond to requests for additional information within the timeframe stated in our email. Failure to respond may delay the assessment or result in the request being closed.

13. Available Resolutions

If the request is approved, we may provide an appropriate resolution based on the issue and product availability.

The resolution may include:

• Replacement of the affected product.
• Exchange for the correct product.
• Replacement of a missing or defective component.
• Store credit.
• Partial refund where only part of the order is affected.
• Full refund for the affected product.
• Another reasonable solution agreed upon by both parties.

Where a replacement is approved but the same product is unavailable, we may offer a suitable alternative, store credit or refund.

14. Returning an Approved Item

If a physical return is required, we will provide the return address and instructions by email.

The customer must:

• Pack the item securely.
• Include all original parts and accessories.
• Include the original packaging where available.
• Follow the return method provided by the Company.
• Keep the return tracking number and postage receipt.
• Dispatch the parcel within the stated return period.

We are not responsible for returned parcels that are lost, damaged or sent to an incorrect address because the return instructions were not followed.

15. Exchanges and Replacements

All exchanges and replacements are subject to stock availability.

A replacement will normally be provided for the same product and variation originally ordered. A different product or variation may only be provided with the Company’s approval.

Processing and delivery times may vary depending on product availability, the customer’s location and courier operations.

16. Refund Processing

Approved refunds will generally be issued through the original payment method wherever reasonably possible.

Refund processing will begin after:

• The request has been approved.
• The returned item has been received, where required.
• The item has passed inspection.
• All requested information has been provided.

The time required for the refunded amount to appear in the customer’s account may depend on the bank, card issuer, payment gateway or payment service provider.

Third-party payment processing times are outside the Company’s direct control.

17. Bundles and Promotional Items

If only one item in an order is affected, the approved resolution will normally apply only to that item.

If a product was purchased as part of a bundle, set or promotional package, the customer may be required to return the complete bundle.

Complimentary items and free gifts received with the affected order must also be returned where requested.

The reasonable value of missing or damaged promotional items may be deducted from an approved refund where permitted.

18. Courier Damage

Customers should retain the parcel, packaging and affected product until the assessment is complete.

For courier-related damage, customers must provide:

• Photographs of every side of the parcel.
• A clear photograph of the shipping label.
• Photographs of the damaged packaging.
• The continuous unboxing video.
• Photographs or videos of the affected item.

The courier or Company may require the packaging and item for investigation.

19. Product Colours and Minor Variations

We make reasonable efforts to display product photographs, colours, descriptions and specifications accurately.

However, the actual product colour may vary slightly because of:

• Device or monitor settings.
• Screen brightness.
• Photography lighting.
• Natural material variations.
• Manufacturing or production batches.

Minor variations that do not materially affect the product’s function, identity or advertised features will not normally qualify for a return, refund or exchange.

20. Refused or Unclaimed Parcels

Parcels that are refused, unclaimed or returned because of an incorrect address, unavailable recipient or failed delivery attempt will not automatically qualify for a refund.

If reshipment is available, the applicable arrangements and charges will be communicated after the parcel is returned to us.

Customers are responsible for ensuring that all contact and delivery information is accurate before completing an order.

21. Fraudulent or Abusive Requests

We reserve the right to reject requests involving suspected fraud, altered evidence, false information, deliberate product damage or repeated misuse of this Policy.

We may restrict future purchases where there is reasonable evidence of repeated fraudulent or abusive claims.

This provision does not affect legitimate claims involving genuine order errors or defective products.

22. Changes to This Policy

We may update this Policy from time to time to reflect changes to our products, operations, procedures or legal requirements.

The latest version will be published on our website with an updated revision date.

23. Statutory Rights

Nothing in this Policy is intended to exclude or restrict any consumer rights or remedies that cannot legally be excluded under the applicable laws of Malaysia.

If any part of this Policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

24. Contact Information

For return, refund or exchange enquiries, please contact:

AP BABY CARE SDN. BHD.
Registration No.: 202601015996 (1678093-P)
Business: Baby Care and Everyday Baby Essentials
Email: apbabycare@outlook.com
Address: NO. 5, JLN KOTA 1/1, TAMAN MEGAH RIA, 81750 MASAI, JOHOR, MALAYSIA