Returns and exchanges
Last Updated: 22 December 2025
1. Policy Overview
At Diaper King, we are committed to providing quality products and a satisfactory shopping experience. This Return & Exchange Policy sets out the terms under which returns, exchanges and refunds may be accepted, considering hygiene, safety, and consumer protection considerations applicable to baby, maternity, personal care, and household products.
By placing an order on our website, you agree to the terms of this Policy.
2. Return Eligibility
2.1 Return requests must be submitted within 15 calendar days from the date you receive your order.
2.2 To be eligible for a return, items must be:
- Unused and unopened;
- In their original packaging with all labels, seals and accessories intact;
- Returned/exchanged in original carton box;
- Accompanied by valid proof of purchase (order number or receipt).
2.3 We reserve the right to reject any return that does not meet these conditions.
3. Non-Returnable and Non-Refundable Items
For health, hygiene and safety reasons, the following items are strictly non-returnable and non-refundable, unless they are defective or incorrectly supplied:
3.1 Baby & Maternity Products
- Diapers, nappies, wipes
- Breast pumps and breast pump accessories
- Feeding bottles, teats, pacifiers and feeding accessories
- Maternity underwear, nursing bras and intimate apparel
- Any baby or maternity product with a broken hygiene seal
3.2 Personal Care Products
- Skincare, haircare, body care and cosmetic products
- Oral care and hygiene products
- Any personal care item that has been opened, used or tampered with
3.3 Household Products
- Cleaning agents, detergents and disinfectants
- Household consumables and chemical products
- Any household product that has been opened or used
This does not affect your statutory rights under Singapore law in respect of defective or misdescribed goods.
4. Defective, Damaged or Incorrect Items
4.1 If you receive a product that is defective, damaged in transit, or incorrect, please contact us within 48 hours of delivery.
4.2 You must provide clear photographs/video and a description of the issue to assist our assessment.
4.3 Where the claim is verified, we will, at our discretion:
Replace the item; or
Issue a partial/full refund to the original payment method.
5. Returns Process
5.1 To request a return, please email spenser@diaperking.com.sg with your order number and reason for return. Alternatively, you may use our ‘Contact Us’ form to initiate the return request. Our friendly staff will attend to you within 2 working days.
5.2 If your return is approved, we will provide return instructions and the return address.
5.3 Returned items must be shipped back within the timeframe specified in the return approval.
5.4 Customers are responsible for return shipping costs unless the return is due to our error.
We strongly recommend using a trackable and reliable courier service, as we are not responsible for lost, delayed or damaged return shipments.
6. Refunds
6.1 All returned items are subject to inspection upon receipt.
6.2 Approved refunds will be processed to the original payment method within 7–14 business days, depending on your payment provider.
6.3 Original shipping fees, handling fees and duties (if any) are non-refundable, unless otherwise required by law.
7. Exchanges
Exchanges are subject to product availability and must be conducted in person at our warehouse, where all items will undergo physical inspection.
If an exchanged item is of lower value than the original purchase, the difference in price will not be refunded.
8. Sale, Promotional and Clearance Items
Items purchased during sales, promotional events or clearance are final sale and are not eligible for return, exchange or refund, unless defective or incorrectly supplied.
9. Change-of-Mind Returns
We do not offer refunds for change-of-mind purchases, including incorrect size selection, personal preference, or dissatisfaction unrelated to product defects. However, exchanges for items of equal or higher value may be accepted, subject to product availability and our exchange policy.
10. Fair Use and Abuse of Policy
We reserve the right to refuse returns or refunds if we reasonably suspect abuse of this Policy, including excessive or unreasonable return behaviour.
11. Consumer Rights
Nothing in this Policy limits or excludes your rights under applicable Singapore laws, including the Consumer Protection (Fair Trading) Act and other mandatory statutory protections.
12. Contact Information
For return or refund enquiries, please contact:
Diaper King
Email: spenser@diaperking.com.sg