Returns

If the customer asks about the return process, CS informs the customer about the policy.

Email Template: Provided that the item/s is/are unused, in original packaging, not on sale, without any damage and with tags/labels if applicable, then you can return it to us within 14 days from the delivery date. You may bring the item/s to our warehouse or book your own courier. Please follow the instructions on this link - https://babycentral.com.hk/returns. Let us know if you have any other questions.

When the warehouse team receives the item, they create a Basecamp ticket to confirm from CS that the item is a return (and not for replacement).

If it is a normal return and if they confirm that it is eligible for a refund, they submit a return here (https://portal.babycentral.co/skuvault/index.php?route=add\return) and then they cycle the item.

CS applies the refund by going to Open cart -> Returns and Refunds -> Returns.

Find the order. If it's not listed here, this means that the return has not been submitted on the system. Please submit it.

Click on 'Edit".

Go to "Returns" tab and apply the refund.

Input the "Amount to refund" and deduct the "Reward points" by putting the negative sign before the amount (Sample: -189.00)

Click on "Add Return".

The order will be added to the "Refunds" page in Open cart. Please check "How to Process Refunds".

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If the item is damaged/opened/not eligible for a refund:

CS sends an email to the customer:

Template: We received the item you returned however I'm afraid we'll not be able to accept it. The packaging must be in its original form, no damages and everything should be intact to be able to qualify for a return/refund. The reason why we require this is for us to be able to resell the item.

What I would suggest is to sell it - maybe post it on Facebook groups.

Again I'm sorry that we can't be of help. You may collect it from our warehouse from Monday - Saturday, 10AM - 6PM. Thank you for understanding.