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30 Day Returns
JuJuBe Skip Hop Baby Bjorn Baa Baa Sheepz California Baby Mustela

Return/Defect/Cancellation Policy

 

30 DAYS RETURNS POLICY

It is ok to change your mind! We will accept the return within 30 days of purchase as long as it meets the Return Conditions stated below.

RETURN CONDITIONS

  • Item is purchased within 30 days.

  • Item is brand new, in original condition and NOT been removed from the original packaging it came in.

  • All original tags/labels/seals attached, intact and unbroken.

  • Original packaging is undamaged
  • Safety products (inclusive and not limited to: Car Seats, Strollers, Safety Gates & Extensions, Booster Seats, Child Restraints), and items requiring assembly (inclusive and not limited to: Cots, High chairs, Tables, Gates) cannot be returned once taken out of the box.

  • Item sold under “As Is” or "Open Box" cannot be returned. (As Is – no further discounts, no returns, and no exchanges.)  Items sold under “As Is” or "Open Box" will have a disclaimer on the product page.

  • Products with expiry date of 6 months or less cannot be returned 

  • Products that are stated as shipped "from a separate location" on our website cannot be returned

Here are the steps to follow if your item meets the above conditions for returns.

  1. Write to our customer service to request for a return. However, please ensure you have read the full terms and fulfilled all of them before requesting for a return. If you are unsure whether you are eligible for return, just ask our customer service. Click here for the contact form.

  2. Our customer service will reply your e-mail authorising you to send back your item. (Note: Your return is not accepted yet.) 

  3. Print Return Request Form (click below button) and fill it in. Include this form with your return item. 

  4. You may choose to bring the item to us personally or mail it to us. Buyer is responsible for all shipping charges to send the return item to us. We encourage customers to use a trackable delivery service when returning items to us. This allows you to track delivery status of your own return parcel. Pupsik is not able to advise on the delivery status of your return parcel and is not responsible for any delays, loss, or damages due to transit. Pupsik reserves the right to reject return parcels that are damaged or charge a restocking fee in the instances when the item needs to be sent back to our supplier for repacking. Customers are therefore encouraged to take extra care in proof-packing the return item for delivery.

  5. After we have received your return item, we will screen your item for physical damages. (Note: Your return is not accepted yet.)

  6. You will receive an e-mail from us (maximum 7 days) notifying you whether your return has been accepted or rejected. If your return is accepted, refund will be issued to you in the form of store credits which you can use to offset a future purchase with us. Refund amount will be the actual amount you paid for the return item, regardless of price fluctuations. 

  7. Pupsik reserves the right to reject any return item that does not meet our return conditions stated above. If the return item is rejected, customer must collect back the item. You may self-collect, arrange your own courier service, or opt for our courier service. Our courier service is chargeable at a rate of S$6-20 (small to large items).

IMPORTANT NOTE ON OUR RETURN POLICY

  • Free Shipping: If your order value falls below S$60 after the return of the item, your entire order will no longer enjoy Free Shipping. You will be charged a shipping fee of S$4.90 (small items), S$10 (large items e.g. playmats, safety gates, etc.). This is done by deducting the shipping fee from your store credits earned from your return item. 

  • Promo Code: If you used a promo code for your order and after returning the item, your order no longer satisfies the terms and conditions of the promo code (e.g. order value falls below minimum spending for promo code), your order no longer enjoys the promo code. The discount you enjoyed from the promo code will be deducted from your store credits earned from your return item. *Promo codes for First-Time order are not valid on your next order even if you did not enjoy the promo code on your first order due to return item.

  • Reward Points: Reward points earned from the return item will be deducted.

  • No Exchanges: You can only return the item and then purchase a new one (regular $4.90 shipping fee applies for orders below S$60).

  • Return Policy on Wearable items: Items with sizes (e.g. clothing, baby slings, etc) can be returned after trying, provided they are

(i) Purchased within 30 days

(ii) Unworn, unwashed

(iii) Brand new, in original condition and packaging

(iv) All original tags/labels attached and intact

  

ITEMS WITH EXPIRY DATES

  • For items with expiry date, the expiry date will be listed on the product title. This expiry date is indicative only. We sometimes receive stocks with a mixture of expiry dates, therefore you may receive items with expiry date that differ slightly from what is published online. 
  • If you receive an item with an expiry date that grossly differs from the published one, you may contact customer service for assistance. Returns are accepted on a case-by-case basis.
  • We may list items near its expiration (less than 6 months). The expiry dates are clearly stated on our website and the items are often priced at a good discount. As such, such items strictly cannot be returned.
  • Other items have a PAO (period-after-opening) symbol. They have no expiry date. The PAO symbol is depicted by a picture of a container with a number inside (e.g. 3M, 6M, 9M, etc). The item must be discarded by the stated number of months (i.e. 3M – discard item 3 months after opening).
  • Items with expiry dates purchased during the Coronavirus Covid-19 outbreak cannot be returned.

  

CANCELLATION POLICY 

  • We do not accept cancellations after an order is placed on our website as the order is sent to our warehouse for immediate processing.

  • Should you change your mind about an order after placing it, you can return the item back to us under our Returns Policy (see above).

  • If you reject your parcel upon delivery, you will be charged an administrative/logistic fee of S$15 - 25 (depending on the size of your order). This fee will be deducted from your store credits earned from your return items.

 

DAMAGED ITEMS 

While we take care to ensure that the product reaches you in good condition, damages to items do sometimes occur especially in transit and we apologise for this.

Here are the steps to follow should you receive an item that is damaged in your order: 

  1. Notify us within 7 days of receipt either by replying to your order email or by using this contact form (click here). We regret that we are not able to assist if any damage is reported after 7 days of receipt. 

  2. Explain the nature of the damage and attach any product and outer packaging photos or videos that might help show the damage and the cause of it (e.g. mishandling during delivery).

  3. Our customer service agent will assess the damage and assist in resolving the issue for you as fast as we can.

 

 

DEFECTIVE ITEMS

 

  1. Notify us within 7 days of receipt either by replying to your order email or by using this contact form (click here). We regret that we are not able to assist if any defect is reported after 7 days of receipt. 
  2. Explain the nature of the damage and attach any product photos or videos that might help show the issue.

  3. Once the item is confirmed defective and irreparable, a replacement from our warehouse will be sent to you, or the item supplier will contact you to arrange an exchange. (*Your defective item may be collected back.)

  4. If the item can be repaired, the item will not be eligible for refunds, replacements or exchanges.

  5. If the item has a local service centre, you may be referred to the service centre for professional assistance or to obtain the replacement.

  6. In some cases, if the defect is complicated, photos and videos sent may be insufficient in demonstrating the defect. You may then choose to send the item to us for evaluation. We will perform tests on the item and/or send it to the supplier to confirm the defect. The replacement will be sent out to you only after the defect is confirmed. Please note that this process will take some time.

  7. Additional markings or labels may be applied to the outer product packaging of bulky items during the delivery process. Bulky items with such additional marking and labels on the product packaging are not considered defective. If you are purchasing a bully item as a gift and do not wish for the outer carton to have any additional markings/labels, please add this giftwrap option to your order. 

When sending item back for evaluation 

  1. The buyer is responsible for all return shipping charges back to us.
  2. If the item is considered defective, we will reimburse the shipping charges (up to $5 with a valid receipt). Either a replacement or refund will be issued to you.
  3. If the item is not considered defective (after performing reasonable tests), we will send the item back to you at a charge. You may also self-collect. *The initial shipping charges incurred for sending item back for evaluation will not be reimbursed. 
  4. If you are eligible for refund, it will be in the form of store credits. Pupsik reserves the right to reject any return item (defective or non-defective), if the state (e.g. packaging, item condition) of returned item do not meet our requirements.

 

PRODUCT WARRANTY

  1. By default, all items sold at Pupsik does not come with warranty unless otherwise stated on the product page itself.

  2. For all defects covered under the warranty period, you will be directed to the respective warranty service centre for repairs.

  3. The buyer is responsible for all costs involved in sending the item to the warranty centre for assessment.

  4. If the issue is deemed by the warranty center to be a manufacturing defect, and the item cannot be repaired or replaced, a refund in the form of store credits will be issued to the buyer.