Refund policy

1. Return and Refund Policy

At True Baby Co., we want you and your little one to be completely satisfied with your purchase. Because we deal in baby essentials, please read this policy carefully before requesting a return or refund.

  • Return window: Returns must be requested within 5 days of delivery. Requests made after this window will not be accepted, except where required by law.

  • Condition of items: Items must be unused, unwashed, and in their original condition with all tags and packaging intact. For hygiene and safety reasons, used or opened feeding items, teethers, pacifiers, or baby care products cannot be returned or refunded unless defective. Items showing signs of use, customer-induced damage, or missing packaging will not be accepted.

  • Non-returnable items: The following items cannot be returned or refunded except in cases of manufacturing defects:

    • Personal care, hygiene, feeding, or intimate-use baby items once opened.

    • Custom-made, personalized, or made-to-order products.

    • Digital products, downloads, or gift cards.

    • Items marked as "Final Sale" at checkout.

  • Proof of purchase: A valid order number or proof of purchase is required for all return requests.

  • Return shipping costs: If the return is due to a change of mind, the customer is responsible for return shipping costs. If the item arrived faulty, damaged, or incorrect, BKK Group will cover the cost of return shipping.

  • Inspection and approval: All returns are inspected upon arrival. True Baby Co. reserves the right to decline a refund if the item does not meet the conditions above. We will notify you by email of the outcome within 3 business days of receiving the item.

  • Refunds: Approved refunds will be issued to the original payment method within 7–14 business days of approval. Original shipping fees are non-refundable unless the return is due to our error. A restocking fee of up to 15% may apply to large or bulky items.

  • Damaged or incorrect items: If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery with photos of the item and packaging so we can resolve it quickly.

  • Order cancellations: Orders can be cancelled free of charge only before they have been dispatched. Once an order has shipped, it must go through the standard return process above.

  • Last updated: July 26, 2026