Return, Refund and Exchange Policy

This Return, Refund and Exchange Policy applies to purchases made through the website operated by AP BABY CARE SDN. BHD. 202601015996 (1678093-P) (“the Company”, “we”, “us” or “our”).

We take care in preparing and checking every order before dispatch. Due to the personal, hygienic and safety-sensitive nature of baby products, all items sold are generally final and are not exchangeable, returnable or refundable unless they meet one or more of the eligible conditions stated in this Policy.

By placing an order through our website, you acknowledge that you have read, understood and agreed to this Policy.

1. Eligibility for Return, Refund or Exchange

An item may only be considered for a return, refund or exchange if:

The merchant sent an item that is different from the item stated in your confirmed order.
The item received does not match the specifications, description, features or other material information advertised on our website at the time of purchase.
The item is spoiled, damaged or defective upon delivery.
The delivery exceeds the applicable delivery timeline stated in our Shipping Policy, subject to any exceptions, delays or circumstances described in that Policy.
The item is otherwise required to be accepted for a remedy under applicable Malaysian consumer law.

A request does not automatically qualify for approval. Every request will be reviewed based on the condition of the item, order information, supporting evidence and circumstances of the case.

2. Twenty-Four-Hour Reporting Period

All return, refund or exchange requests must be submitted to us within twenty-four (24) hours of the recorded delivery or receipt of the parcel.

Customers are advised to inspect the parcel and item immediately after receiving the delivery.

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

The time of delivery shown by the courier’s tracking system, delivery confirmation or other available delivery record may be used to determine the beginning of the reporting period.

3. Required Evidence

To allow us to review your request fairly, you must provide:

A clear and continuous unboxing video beginning before the parcel is opened.
The unboxing video must clearly show the unopened parcel, shipping label, external packaging, seals, internal packaging and item received.
A clear video showing the first use of the item, where applicable, especially when the request relates to functionality, damage or a defect.
Clear photographs of the item, packaging, defect, damage or incorrect product.
Your full name, order number, contact information and purchase details.
A clear explanation of the issue and the remedy requested.
Any additional photographs, videos, documents or information reasonably requested by the Company.

Videos must be clear, continuous and unedited. The item, parcel condition and shipping label must remain visible enough for us to verify the claim.

Requests submitted without the required evidence may be rejected if we cannot reasonably verify the issue.

4. Unboxing Video Requirements

The unboxing video is required to establish the condition of the parcel and product at the time it was received.

The video should:

Begin with the parcel completely unopened.
Show all sides of the parcel and any visible damage before opening.
Clearly show the shipping label and tracking information.
Record the entire opening process without cuts, pauses or editing.
Show all products and accessories removed from the parcel.
Clearly show any missing, incorrect, damaged or defective item.
Include the product’s first use or initial test where appropriate and safe.

A video recorded only after the parcel or product has already been opened may not be sufficient to support the request.

5. First-Use Evidence

Where a product is claimed to be defective or not functioning correctly, you may be required to provide a clear first-use video.

The video should demonstrate:

The condition of the item before use.
The correct assembly, installation or preparation process, where applicable.
The way the item was operated or used.
The defect or problem being reported.
Any product label, model number or relevant identifying information.

Customers must follow all product instructions, age recommendations, safety warnings and intended-use guidelines. Damage caused by incorrect assembly, unsuitable use or failure to follow the product instructions will not qualify for a remedy.

6. Non-Returnable and Non-Refundable Items

Unless the item was incorrect, damaged, defective, materially misdescribed or otherwise eligible under applicable law, we do not accept returns, refunds or exchanges for:

Change-of-mind purchases.
Incorrect product, colour, size, design or quantity selected by the customer.
Products that no longer fit the customer’s personal preference or intended purpose.
Items that have been used, washed, worn, assembled, altered or modified.
Items with missing packaging, tags, labels, manuals, accessories, gifts or components.
Items damaged after delivery through misuse, negligence, improper storage or accidental damage.
Damage resulting from normal wear and tear.
Damage caused by incorrect cleaning, washing, assembly or maintenance.
Products used contrary to their intended purpose or recommended age group.
Personal-care, feeding, hygiene or baby products that have been opened or used and cannot be resold for health and hygiene reasons.
Clearance, promotional or final-sale products unless they were supplied incorrectly, damaged, defective or materially misdescribed.
Minor differences in colour caused by lighting, photography settings, screen display or device settings.
Minor variations in measurements, pattern placement, packaging or appearance that do not materially affect the intended use of the product.

This section does not exclude any remedy that cannot lawfully be excluded under applicable Malaysian consumer law.

7. Product Suitability and Parental Supervision

Customers are responsible for reviewing the product description, dimensions, materials, recommended age, specifications and safety information before placing an order.

Baby and children’s products must always be used according to the manufacturer’s instructions and under appropriate adult supervision.

A product will not be considered defective merely because it is unsuitable for a child’s age, size, developmental stage or personal preference when the relevant product information was clearly provided before purchase.

8. Review and Approval Process

After receiving your request and supporting evidence, we will review the information provided.

We may:

Request further photographs, videos or information.
Compare the evidence with the order and product listing.
Confirm the matter with our warehouse, supplier or delivery partner.
Request that the item be returned for physical inspection.
Approve or reject the request based on the available evidence and applicable circumstances.

Please do not return any item before receiving confirmation and return instructions from us. Unauthorised returns may not be accepted or processed.

Approval of one request does not require the Company to approve another request involving different facts or circumstances.

9. Condition of Returned Products

If a return is approved, the product must be returned:

In its original condition, except for the issue being reported.
With its original packaging, labels, manuals and accessories.
With any complimentary products or gifts included with the purchase.
Securely packed to prevent additional damage during transportation.
Within the timeframe stated in our return instructions.

Customers must not continue using, washing, assembling, repairing or modifying an item after discovering a possible defect or damage.

If the returned item shows additional damage, misuse, missing parts or a condition inconsistent with the evidence provided, we may reject the return or adjust the available remedy, subject to applicable law.

10. Available Remedies

If your request is approved, we may offer an appropriate remedy depending on the nature of the issue and product availability, including:

Replacement with the same product.
Exchange for another product of equivalent value.
Replacement of the affected component or accessory.
Store credit.
Partial refund.
Full refund of the eligible product price.
Another remedy required or considered appropriate under applicable law.

The type of remedy offered will depend on the circumstances, severity of the issue, available stock and relevant legal requirements.

If the same product is unavailable, we may offer an equivalent replacement, store credit or refund.

11. Exchange Conditions

Approved exchanges remain subject to product availability.

If the replacement product has a higher price, the customer may be required to pay the difference before the replacement is dispatched. If it has a lower price, the difference may be handled through store credit or another method determined by the Company.

A replacement item will only be dispatched after the returned item has been received and inspected, unless we confirm otherwise in writing.

12. Refund Processing

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

Processing times may differ depending on the payment gateway, issuing bank, financial institution or payment provider. Any time taken by these external parties to credit the funds is outside the Company’s direct control.

Original delivery charges, transaction fees, discounts, vouchers and promotional benefits will be handled according to the circumstances of the order and applicable law.

We are not responsible for delays caused by banks, payment gateways or other financial service providers after the refund has been submitted by us.

13. Incorrect or Missing Items

If you receive an incorrect item or discover that an item is missing from your parcel, contact us within 24 hours of delivery.

Your unboxing video must clearly show:

The parcel before opening.
The shipping label.
The entire unpacking process.
Every item found inside the parcel.
The incorrect item or absence of the ordered item.

If the request is verified, we will arrange an appropriate replacement, exchange, refund or other remedy.

14. Damaged Parcels

If the parcel appears visibly damaged, crushed, torn, wet or opened when delivered:

Record photographs and a video before opening it.
Ensure the courier label and damaged areas are clearly visible.
Continue recording while opening and inspecting the contents.
Contact us within 24 hours of receiving the parcel.

Do not discard the parcel, internal packaging or shipping label until the matter has been resolved.

15. Delivery Delays

A remedy relating to delayed delivery will only be considered where the delivery exceeds the timeline stated in our Shipping Policy.

Delivery estimates may be affected by:

Courier disruptions.
Incorrect or incomplete delivery information.
Failed delivery attempts.
Severe weather or natural events.
Public holidays or peak-season volumes.
Government restrictions.
Events outside the reasonable control of the Company.

Please refer to our Shipping Policy for the applicable delivery timeline and exclusions.

16. Refused and Unclaimed Deliveries

Orders refused without a valid reason, left unclaimed or returned because of an incorrect address, unavailable recipient or failed delivery attempt will not automatically qualify for a refund.

Any additional delivery or handling costs incurred may be deducted from an approved refund or charged before redelivery, subject to applicable law and the circumstances of the order.

17. Promotional Items, Gifts and Bundles

Products purchased as part of a set, bundle or promotion must generally be returned together with all included items, accessories and complimentary gifts.

If any component is missing, used or damaged, we may adjust the available refund or remedy accordingly.

Free gifts have no cash value and cannot be independently exchanged or refunded unless they are defective and a remedy is required by applicable law.

18. Suspected Abuse or Fraudulent Requests

We reserve the right to reject, investigate or take appropriate action regarding requests involving:

Altered, edited or misleading evidence.
Inconsistent order or delivery information.
Damage caused after delivery.
Repeated or excessive claims suggesting misuse of this Policy.
Attempts to return a different product.
Fraudulent activity or abuse of the return process.

This provision does not affect genuine claims or rights available under applicable law.

19. Policy Changes

We may amend this Policy periodically to reflect operational, business or legal changes.

The updated version will be published on our website with a revised “Last Updated” date. The version applicable to an order will generally be the version published when the order was placed, unless otherwise required by law.

20. Applicable Law

This Policy shall be interpreted in accordance with the laws of Malaysia.

Nothing in this Policy is intended to exclude, restrict or modify any consumer right or remedy that cannot lawfully be excluded, restricted or modified under applicable Malaysian law.

21. Contact Us

To submit a return, refund or exchange request, contact us within 24 hours of receiving your order and provide all required evidence.

AP BABY CARE SDN. BHD.
Registration No.: 202601015996 (1678093-P)
Email: apbabycare@outlook.com
Address: No. 5, Jalan Kota 1/1, Taman Megah Ria, 81750 Masai, Johor, Malaysia

Please include your order number and the words “Return, Refund or Exchange Request” in the email subject line.