Refund Policy

At FIRST CRADLE SDN. BHD., we strive to ensure that you are satisfied with your purchase. If you are not completely satisfied with your order, we offer a refund policy under the following terms and conditions.

1. Eligibility for Refunds

• To be eligible for a refund, the product must be in its original, unused condition and packaging. The product must not be damaged, altered, or washed.
• Refund Requests must be made within 14 days from the date you receive your order.
• The following items are non-refundable:
  • Sale or discounted items.
  • Custom or personalized products.
  • Perishable goods, such as baby food (if applicable).

2. Refund Process

To initiate a refund, please follow these steps:

1. Contact us via email at [email protected] with your order number and details of the issue.
2. Provide proof of purchase (receipt or order confirmation).
3. If eligible, we will provide instructions on how to return the item(s).

Once the returned product is received and inspected, we will process your refund request. Please note that it may take up to 7-10 business days for the refund to appear in your account, depending on your payment method and bank processing times.

3. Return Shipping

• Return Shipping Costs: Customers are responsible for the cost of return shipping, except in cases where the return is due to a defective or incorrect item.
• We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we cannot guarantee that we will receive your returned item.

4. Refund Method

Refunds will be issued to the original payment method used for the purchase. If payment was made by credit card, it may take several business days for the refund to appear in your account, depending on your bank’s policies.

5. Damaged or Defective Items

If you receive a damaged or defective item, please notify us immediately within 7 days of receiving the order. We will either offer a replacement, repair, or full refund for the defective item. Please include photos of the damaged or defective item when contacting us.

6. Order Cancellations

• Before Shipment: If you wish to cancel your order before it is shipped, please contact us as soon as possible. We will issue a full refund for the canceled order.
• After Shipment: Once your order has been shipped, you will need to follow our return process to be eligible for a refund.

7. Exchanges

We do not offer direct exchanges. If you wish to exchange a product, please follow our return process for a refund, and then place a new order for the desired product.

8. Late or Missing Refunds

If you haven’t received a refund after the processing period (7-10 business days), please:

1. Check your bank account or payment provider.
2. Contact your bank or payment provider, as they may take some time to process refunds.
3. If you’ve done all of the above and still have not received your refund, please contact us at [email protected].

9. Customer Support

If you have any questions or concerns regarding our Refund Policy, please reach out to our customer support team at:

Email:[email protected]