Refunds and Exchanges

Return/Defect/Cancellation Policy

Note that return terms are different for defect and non-defect items.

Defects:

  1. If you received a defect item, please notify us within 7 days of receipt either by replying to your order email. Please explain the nature of the defect and attach any pictures or videos, if these are deemed helpful in explaining the problem.
  2. Once the defect is confirmed, we will either send you a replacement from our own warehouse or have the supplier contact you directly to exchange.
  3. In the rare instance when defect is too complicated and cannot be clearly demonstrated by a picture or video, you can choose to send the item back to us for evaluation. We will then perform tests to confirm the defect. Note that the replacement will be shipped out only after the defect is confirmed which might take some time. If the item is sent back to us but we cannot confirm the defect or alleged defect is considered to be within normal range of operation, then we will have to send the item back to you at extra charge.

Non-Defects:

  1. It is OK to change your mind and return the product back to us within 14 days of receipt, provided that the plastic/box packaging that the item came in has never been opened. Please take reasonable care to ensure that any item is returned to us safely and not damaged in transit. Lollababy will not be liable for any loss or damage that may be incurred in the process of shipping the item back to us. Lollababy reserves the right not to accept any used items/items with packaging that has been opened before. This is to protect other customers, as nobody likes to receive any item that has been opened before. In the event a return cannot be accepted, the sender will bear all costs in having the item sent back to the sender’s address.
  2. We do not accept walk-in returns at this point and customers are responsible for all shipping costs in sending the item back to us. We would encourage all customers to use a trackable service when returning items to our warehouse. This is to facilitate the tracking status of your own returns. Do note that we would not be able to advise on the status of your return, nor be responsible for any delays or loss, if you have chosen a non-trackable mode of return.
  3. Our 14 day return policy does not apply to items in clearance section, promo items, items purchased with certain special discount codes applied at checkout, pre-ordered goods. If you are unsure whether an item can be returned, please contact u at contact@lollababy.com.sg and let us know your order number and the item you wish to return before sending it back to us.
  4. All accepted returns will be strictly refunded in the form of an in-store credit which you can use to offset a future purchase with us.
  5. Note that if you used a discount code to make a purchase which you have since decided to return, the discount code can no longer be used for a second-time purchase or future purchases.The amount credited to your account with us will be the amount that you actually paid for the item (if discounted) and not the listed price. E.g. If you purchased a unit for $100 using a discount code (actual list price $110) you will receive credit of $100 in your Lollababy account.
  6. Please allow up to 7 days for a credit on a return to be processed and issued to you after the item is received at our warehouse.
  7. Please download and include the Returns Form when sending an item back to us via registered post/courier (recommended). We will not be responsible for any loss, damage or delays if you choose to send any returns back to us via normal mail. Do note that we are unable to accept walk-in returns at our Office.

 

Cancellations:

Do note that we do not accept cancellations after an order is placed on our website. Should you change your mind about an order after placing it online, you can opt to return the item you do not want back to us under our return policy (see above). In the event you decide not to accept an order that is placed and reject it during delivery, a fixed $15 administrative fee would be charged.

Warranties

  1. For all defects covered under the warranty period, customers will be directed to the respective warranty service centres for repairs. In the event a product under warranty cannot be repaired or replaced by the warranty service centre, a refund in the form of a store credit will be issued.

 

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