General
a) Only Product(s) purchased through this Site are eligible to be return for refund or exchange directly with us.
b) This Return Policy does not apply to product(s), which have been stated as non-returnable.
c) This Return Policy does not apply to Product(s) that are marked as final sale, promotional items (free gifts with purchase, buy one free one items)
d) For returns issue kindly contact our Customer Care at SUPPORT@OFFSPRINGINC.COM
e) Kindly take note, all inquiries and complaints shall only be made to our designated, Customer Care line, any complaints made elsewhere shall not be deemed as a valid complaint.
Definitions & Interpretation
Except as expressly defined in this Return Policy, terms and references used in this Return Policy which are defined or construed in the Agreement have the same meaning and construction when used in this Return Policy.
Complaints: refers to complaints lodged by the Customers to our Customer Care at SUPPORT@OFFSPRINGINC.COM;
Product(s): refers to any product bought by the Customer via this Webstore only;
Wallet: refers to your digital wallet that stores your store credits under your registered account with us
Return/Change of Mind
a) Timeline: within seven (7) Days from the Date of Delivery.
b) Condition: Product(s) shall be in its Original Condition - unopened and perfectly sealed.
c) Procedure:
- Contact our Customer Care at SUPPORT@OFFSPRINGINC.COM and our Customer Service will assist you from thereon. Kindly follow the instructions provided by our Customer Care.
- Once we verify that the Product(s) are in its Original Condition, unopened and perfectly sealed, we will impose a Restocking Fee of RM 20 per Return Case to you and payment gateway fee.
- Once payment for the Restocking Fee has been made, you may proceed to arrange your own delivery at your own cost to the address we provide.
d) Fee(s): Restocking Fee of RM20 per Return Case
e) Return Mode: Store Credit Refund via Wallet only
Return/Exchange
We strictly do not accept any exchange of Product(s).
Return/Faulty – Physical Defective Product(s)
a) Type of Defect: Physical defect (ie. torn diapers, torn wipes, bottles with broken lid)
b) Timeline: Within thirty (30) Days from the Date of Delivery
c) Procedure:
- Contact our Customer Care at SUPPORT@OFFSPRINGINC.COM to lodge a complaint with Customer Care within thirty (30) Days from the Date of Delivery in relation to any physical defects on the Product(s).
- Our Customer Service will assist you from thereon. Kindly follow the instructions provided by our Customer Care.
- Should the complaint be valid, Customer Care shall request for the return of the defective Product(s) to be returned within seven (7) days from the date request was made.
- Offspring shall arrange for the collection of the defective Product(s). Kindly ensure your availability for the time of collection of the defective Product(s). In the event, there was a failure to return the defective Product(s) during the scheduled collection time and venue, the Customer shall then arrange for their own delivery arrangement to return the defective Product(s) at their own cost.
d) Fees: All fees will be borne by Offspring, subject to procedure stated above is adhered to.
e) Return Mode:
- Store Credit Refund via Wallet; or
- Replacement of the defective Product(s) equivalent to the total value of the defective Product(s) that was returned
Return/Faulty - Diapers Leakage/Rashes
a) Type of Defect: Unforseeable defects (ie. diapers leakage, rashes, unsatisfactory quality of Product(s)
b) Procedure:
- Contact our Customer Care at SUPPORT@OFFSPRINGINC.COM to lodge a complaint with Customer Care within thirty (30) Days from the Date of Delivery in relation to any unforseeable defects on the Product(s).
- Our Customer Service will assist you from thereon. Kindly follow the instructions provided by our Customer Care.
- To provide any information and/or proof of the said defects as requested by Customer Care.
- Should the complaint be valid, Customer Care shall request for the return of the defective Product(s) to be returned within seven (7) days from the date request was made.
- Offspring shall arrange for the collection of the defective Product(s). Kindly ensure your availability for the time of collection of the defective Product(s). In the event, there was a failure to return the defective Product(s) during the scheduled collection time and venue, the Customer shall then arrange for their own delivery arrangement to return the defective Product(s) at their own cost.
c) Fees: All fees will be borne by Offspring, subject to procedure stated above is adhered to.
d) Return Mode:
- Store Credit Refund via Wallet; or
- Replacement of the defective Product(s) equivalent to the total value of the defective Product(s) that was returned
