Product Return and Refund Policy

Product Return and Refund Policy

BabbyWing is committed to delivering our high-quality products to you in perfect condition. The establishment of our product return and refund policy aims to ensure that our customers ("buyers" or "users") have an impressive post-purchase experience while shopping online through the babbywing.com website. We want all our customers to feel confident that our policies and dedication will enable BabbyWing-branded products to compete in the global market. We are determined to build our brand to be a top choice for consumers, now and in the future.  

This policy sets guidelines and standards for post-purchase services related to customer returns or relevant services. Therefore, BabbyWing kindly requests that you read and accept our policy to understand it fully. The company offers two post-purchase services: product exchange and refund requests. Please note that these services are not intended for customers seeking profit. If the company discovers or verifies any such behavior, we reserve the right to cancel the customer's rights and benefits regarding post-purchase services, including product exchanges and refunds. This may also affect the customer's credibility in conducting transactions with us and may result in the cancellation of special privileges that BabbyWing has offered to you, both currently and in the future.

Reasons and Conditions for Product Returns

Customers ("Buyers") can request a product return and/or refund in the following situations only. If you encounter a problem where BabbyWing's products are unable to meet your requirements, please provide the reason for the return that best matches your specific issue:

"Missing Items" It means that the customer received an incomplete quantity of items according to the order details or the information provided on the website.

"Product does not match the specifications" It means that the product received by the customer does not match the information specified on the website (such as incorrect size of the product). 

"Received the incorrect product" It means that the customer received the incorrect product compared to the ordered item.

"The product is damaged" It refers to the product that customers observe to be damaged upon receiving it and believe that the damage may have occurred during the transportation or that the external packaging has been damaged (such as packaging being broken or cracked).

"Expired" The product has expired. 

The product has been damaged

In case customers receive incomplete, damaged, expired, and/or incorrect products, please contact the customer service department of our company and provide the order number along with a description of the damaged product and the issue that occurred within 7 days after receiving the product.

Once our company acknowledges and evaluates the issues that have occurred, our customer service department will send you a summary of the problem-solving methods. If we confirm your request, we will provide you with the return address. Therefore, please package all items received from us, including gifts, complimentary items, and trial-sized products, following the instructions provided by our customer service team. Please return them to us within 7 days for us to examine the issues. You will be reimbursed for the return shipping costs at a later time. 

In the case where the returned items have been altered (e.g., used, damaged), are incomplete in quantity, or exceed the 7-day period after the customer received the products, it will not be possible to request a return of the items or a refund. 

Wrong product

In the case where customers receive the wrong product that does not match the provided details, please contact our customer service department and provide the following information: purchaser's information, order number, details of the wrong product that does not match the specifications, and attach a photo of the received product within 7 days of receiving it. Once our company receives your request, we will review and come up with a resolution. Our customer service team will then send you the necessary details in response to your request. We will provide you with the return address, so please package all items received from us, including gifts and freebies, as well as trial-sized products, following the instructions provided by our customer service team. Please return the items to us within 7 days. You will be reimbursed for the return shipping cost at a later date. The returned products must be in their original condition, with unopened packaging, intact labels and tags, and not used unless there is an unintentional defect. All of this is subject to the information and verification received by our company. 

In the event that customers return products that do not comply with the return conditions set by the company, the products will be sent back to the customers, and the customers will be responsible for the return shipping cost. Therefore, if the returned products have been altered, damaged, not returned in their entirety, or if the products have exceeded the 7-day period after the customer's receipt, the customers will not be eligible to request a return of the products or a refund.

Products that are not eligible for exchange or return

The company reserves the right to refuse product returns for refunds or exchanges in the following cases: 

  • Products that are on sale or provided as promotional items cannot be exchanged or returned for a refund.
  • Products that are damaged due to customer usage are not eligible for return or exchange.

The company will review each individual customer's request on a case-by-case basis and make a decision on whether to proceed with the customer's request based on the discretion of the company's customer service department.  

The process for requesting product returns/refunds

Customers can submit a request for product return by contacting our customer service department, providing preliminary details as specified by the company. Once we receive the request for product return, please package and send the item to the address provided by our customer service department. We recommend using a registered mail or EMS service that allows tracking of your package, as it serves as evidence for the refund process. Therefore, please keep the shipping receipt as proof of delivery. Upon receiving your package, we will proceed with the verification process and initiate the refund procedure as soon as possible. You can expect to receive your refund within 4 weeks after we have received the returned item. Please note that we cannot proceed with compensation until we have received the returned item from you as agreed upon. 

The process for refund after receiving the returned item

You will receive the compensation within 4 weeks after you have returned the item and it has been verified by our company to be in satisfactory condition. The duration of the compensation process may vary depending on the time it takes for us to receive the item from you (5-10 business days), the time it takes for us to verify the condition of the received item, the time it takes for us to confirm the return and proceed with the compensation process (3-7 business days), and the time it takes for the bank to process the compensation and refund to the customer (5-10 business days).

Refund in case of non-delivery

Customers will be eligible for a refund if they have not received their order within 45 days from the date of shipment. If you have not received your package, please contact our customer service department and provide the necessary information, including order details and supporting documentation. Our team will investigate the matter and initiate the refund process. For further details, you can refer to the shipping policy page on our website.

Condition of the returned merchandise

We recommend some guidelines to help facilitate the product return process and avoid complications. Please ensure that all items, including any free gifts, are returned to the seller ("vendor") in the same condition as received during delivery. We suggest that you take photos or videos of the products when you receive them and when opening the package. This will help in verifying that the delivered items match the details of your order.

Customer Service Department

Business hours are Monday to Friday from 09:00 AM to 06:00 PM (excluding public holidays). We can be reached through various channels, including: