About Us - Return & Refund Policy
1. Return & refund policy
Unfortunately, we cannot accept returns on our products. Our baby formula and food items are hygienic and perishable, so they cannot be returned once they leave our warehouse. Accepting returns would compromise our products' authenticity, potentially putting other customers' safety at risk. We only sell baby food products delivered directly from the manufacturer or an authorized distributor to make sure the products are fresh and authentic.
2. Damaged or incorrect products
We take great care to ensure that all our products leave our warehouse in perfect condition. If your item arrives with minor dents or superficial creases on the packaging, please rest assured that it remains fully usable.
However, in rare cases where the inner silver pouch is punctured, we consider this unacceptable damage. We will work with you to resolve the issue. If your product arrives in an unusable condition, please contact our customer service team via our help desk (see lower left corner where it says "help").
If only the carton or outer packaging is dented or damaged, and the silver foil seal is intact and has not been punctured, the product is perfectly safe to use.
Please take clear photos of the damage immediately. Do not throw away the damaged product until you have submitted a refund request to our customer service team and received approval.
Please include sufficient photos showing the damage, the product, and the packaging with your claim. If you are unable to provide enough photos or cannot provide any photos at all, we will not be able to approve a refund or send a replacement.
In the rare event that we mistakenly send the wrong item, we sincerely apologize for the inconvenience. Please get in touch with our customer support team, and we will promptly address the error.