Refund policy

Returns
We have a 66-day return policy, which means you have 66 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at general.babywhale@gmail.com. Please note that returns will need to be sent to the following address:
686-F, Jalan Delima 23, Taman Bukit Melaka, Bukit Beruang, 75450 Melaka, Malaysia.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at general.babywhale@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
Upon receipt of the products at our office, an inspection will be conducted. After completing the inspection, if the products meet our inspection standards, your total payment, minus return shipping cost, (in MYR) will be refunded within seven business days. The refund will be processed using the original method of payment or another suitable payment method, as determined by us.

Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at general.babywhale@gmail.com.

Limitations
The following limitations are imposed on returns of Products:

  1. Only paying customers are eligible for returns of Products. Proof of purchase is required to be presented upon return request.
  2. There is a minimum 30-day product usage before a return can be initiated.
  3. The 66-night is limited to one product type (i.e. baby mattress) per household at any time. An exchange for any reason (eg. Size) will be considered a return. As such, following purchases will not be eligible for the 66-night trial.
  4. Products that are stained or damaged to the extent that we refuse it, will not be eligible for a return or refund.
  5. The returned Product must be packed securely using the original plastic, packaging or alike to prevent dirt and/or damage during transportation. Failure to do so will result in a 15-30% refund reduction should the Product be damaged during transport.
  6. Returned products will be reviewed at our discretion. We reserve the right to decline a full refund if the product is found to be in an unsuitable condition upon inspection.
  7. If the products are used for purposes other than its intended purpose, the products will not be eligible for a return. Purchasing the BABY WHALE Product for reasons including, but not limited to the activities below, will void your return eligibility: i. Photoshoots ii. Reselling iii. Display for showrooms In all matters relating to the determination of reasons other than its intended purpose, the decisions of BABY WHALE will be final.

Note: The 66-day return / trial period is only applicable to the Baby Whale Next-Gen Mattress.