Refund Policy

Returns, Exchanges & Support

At Emperor Baby, we know parenting comes with enough surprises — your shopping experience shouldn’t be one of them. If something isn’t quite right with your order, our team is here to help.

First, Chat With Us

If you experience any issue with your order, please WhatsApp us first.

  • You’ll be connected to a real person from our team (not an AI bot 🙂)
  • Most issues can be resolved quickly without needing a return
  • Please include your order number and a short description of the issue

If you still wish to proceed with a refund or exchange, we will guide you to submit a formal request through our Contact Us page.

Return Window

We accept exchange or refund requests within 7 days of:

  • Delivery date for online orders
  • Purchase date for in-person purchases

Return Conditions

All items returned for exchange or refund must:

  • Be unused, unwashed, and unopened
  • Be undamaged
  • Have all original tags attached
  • Be returned in original packaging
  • Include proof of purchase

Items that do not meet these conditions may not be eligible for exchange or refund.

Exchanges

We accept exchange requests for the following reasons:

  • Wrong item delivered
  • Size change
  • Colour change (for the same product)
  • Manufacturer defects

Exchanges are subject to product availability.

We are unable to process exchanges for items that:

  • Have been used, washed, or worn
  • Are damaged due to misuse
  • Are returned without original packaging or tags

Refunds

Refunds may be approved for:

  • Wrong item delivered
  • Approved returns that meet our return conditions

Once the returned item is received and inspected:

  • Refunds will be processed within 7–10 working days
  • Refunds will be issued to the original payment method

Manufacturer Defects

If your item has a manufacturer defect, we will arrange a replacement or exchange.

Please note:

  • Defects must be reported within 3 days of delivery or purchase
  • Please email us with your order number and clear photos of the issue
  • Our team will guide you through the next steps

For verified defects, Emperor Baby will cover return shipping.

Bundle Promotions

For purchases made as part of a bundle promotion or similar:

  • The entire bundle must be returned together
  • All items within the bundle must meet our return conditions

Partial returns of bundle items can not be accepted.

Missing Items in Your Order

If something is missing from your order, don’t worry — we’ll sort it out ASAP.

Please email us with your order number, and our team will resolve the issue as quickly as possible.

Hygiene & Safety Policy

For hygiene and safety reasons, we cannot accept returns or exchanges for items that have been:

  • Used
  • Washed
  • Worn
  • Opened in a way that compromises product hygiene

This ensures all products delivered to families remain clean, safe, and brand new.

Return Shipping

  • Customers are responsible for return shipping costs
  • Emperor Baby will cover return shipping if a manufacturer defect is confirmed

Final Approval

To ensure fairness for all customers, Emperor Baby reserves the right to assess all return requests and approve them in accordance with this policy.