Returns and exchanges
Last Updated: 14 July 2026
1. Policy Overview
At Diaper King, we understand that every family's needs are different, and sometimes things don't go exactly as planned.
As parents serving parents, we strive to provide a fair and straightforward Return, Exchange & Refund process while maintaining product quality, hygiene and safety for all our customers.
All returns, exchanges and refund assessments are handled via walk-in (strictly by appointment) at our Tuas warehouse.
By placing an order on our website, you agree to the terms & conditions of this Policy.
2. Return Eligibility
2.1 Return requests must be submitted within 15 calendar days from the date of delivery.
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. Approval of a return request does not guarantee approval of a refund. All returned items are subject to inspection upon receipt.
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, Baby 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 or 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.
Approved cases must be brought to our warehouse during the confirmed appointment for inspection.
5. Returns & Exchange Process
5.1 Return Request
To request a return, please email hello@diaperking.com.sg or contact us via Whatsapp +65 8362 7485 within 15 calendar days from the date of delivery with the following details:
- Order number (eg. #DK-0000)
- Mobile number:
- Photos or video of the damaged/defective item(s):
- Photo of packing list
- Reason for Return
All requests are subject to DiaperKing's review and approval before any walk-in appointment is arranged.
5.2 Walk-in Appointment
Once your return request has been reviewed, our Customer Service team may arrange a walk-in appointment for product inspection.
- Working Hours: Monday – Friday, 9:00 AM – 5:00 PM, Saturday & Sunday closed.
- Warehouse located in Tuas area.
- Walk-in is strictly by appointment only.
5.3 Product Inspection
During the scheduled walk-in appointment, DiaperKing will inspect the returned item(s) to verify whether they meet the return eligibility requirements stated in this Policy.
Submission of a return request, the arrangement of a walk-in appointment, or collection of the item by DiaperKing does not constitute approval of a return, exchange or refund. All requests are subject to final inspection and assessment by DiaperKing.
5.4 Return Parcel Requirements
Customers must:
- Return the approved item(s) only.
- Ensure products are unused, unopened and in original condition.
- Return all original packaging, labels, seals, accessories.
- Ensure the parcel is securely packed to prevent damage during return transit.
DiaperKing reserves the right to reject any return that does not meet the return eligibility requirements.
5.5 Failed Inspection
If the returned item(s) do not meet the return eligibility requirements set out in this policy or do not pass our inspection, we regret that we will be unable to approve the return request.
In such cases, no refund or exchange will be provided, and the customer will be required to collect the returned item(s) on the same day of the inspection.
6. Refunds
6.1 Refund Assessment
Refunds will only be processed after the customer has presented the approved item at our warehouse and the inspection has been successfully completed.
6.2 Refund Method
Approved refunds will be returned via the original payment method used during purchase.
Approved refunds will be processed to the original payment method within 7–14 business days after refund approval, subject to the payment provider's processing timeline.
7. Cancellation Policy
Customers may request order cancellation before the order has been processed.
Once an order has entered the processing, packing, or shipment stage, cancellation requests will no longer be accepted.
Customers may submit a return request after receiving the order in accordance with our Return & Refund Policy.
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. Fair Use and Abuse of Policy
We reserve the right to refuse any return, exchange or refund request if we reasonably suspect abuse of this Policy, including excessive, unreasonable or fraudulent return behaviour.
10. 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.
11. Contact Information
For return or refund enquiries, please contact:
Diaper King
Email: hello@diaperking.com.sg
Whatsapp: +65 8362 7485