Refund policy

Refund, Return & Exchange Policy

At drBébee™, we’re committed to helping parents shop with confidence. If something isn’t right with your order, we're here to make it right.

📦 RETURNS: What if I want to return my order?

If you are not satisfied with your purchase due to a damaged item, defective product, or wrong item shipped, please notify us within 7 working days of receipt.

Eligibility:

  • Items must be unopened, unused, and in original packaging.
  • Return request must be made within 7 working days from the date of delivery.
  • All returns must include the original box and packing slip.
  • A return tracking number must be provided.

How to Request a Return:

  1. Email us at cspsm@puresoftsg.com with the subject line: Return Request.
  2. Include your order number, item(s) in question, and photo(s) showing the issue.
  3. We will respond within 7 working days to guide you through the process.

⚠️ Note: Unauthorized returns without prior approval will not be accepted.

 

🔁 EXCHANGE POLICY: Size Not Right?

We understand that sizing baby diapers can be tricky — so we offer a one-time size exchange within 30 days of receipt.

Exchange Conditions:

  • Item(s) must be unopened, unused, and in original packaging.
  • Only one exchange per receipt is allowed.
  • Exchanges are only allowed for the same item in a different size or other eligible terms.

Eligible Exchanges:

  • The same item in a different size
  • Items of equal or higher value (customer pays the price difference)
  • Items of lower value (no refund for price difference)

Items Not Eligible for Exchange:

  • Clearance items
  • Items with broken seals
  • Used or opened products
  • Promotional items, unless exchanged within the same promotion (subject to availability)

💳 Exchange Charges:

  1. Price difference, if exchanging to a higher-priced item (based on current website price)
  2. Redelivery fee:
    1. RM10 for small parcel (1 pack)
    2. RM15 for carton (up to 4 packs) (additional RM8 per extra carton, if applicable)
  3. Admin fee – 5% of the total order value
  4. Payment gateway charges, if applicable

👉 Each receipt is limited to one-time exchange only.

 

💸 RETURN SHIPPING COST

  • If we shipped the wrong item or the item was damaged in transit, we will cover return shipping.
  • In all other cases, customers will bear return postage fees.

Please allow up to 14 working days after we receive your item for the refund or replacement to be processed.

 

⏳ REFUND TIMELINE

  • Approved refunds will be credited to your original payment method within 14 working days.
  • Replacements or exchanges will be shipped within 5–7 working days after processing.

 

🚫 Returns & Refunds Not Accepted For:

  • Change of mind after purchase
  • Unsuitable item based on individual preference
  • Unopened items with no defect
  • Opened/used items due to hygiene reasons

📞 Need Help?

For assistance, please contact us:

  1. Email: cspsm@puresoftsg.com
  2. Customer Service Hours: Monday to Friday, 10AM – 5PM

 

Thank you for shopping with drBébee™ — where every baby step is supported with care.