Exchange, Return & Refund

Product Unsatisfaction

If you have a change of mind over the product or feel unsatisfied with the product, you can contact our customer support from the Contact Us page and follow our instructions on the return procedures. The product return period is within 30 days of delivery for a partial refund or exchange of the item only. Customer is to bear the original and return shipping fee. Uninformed return parcels will not be entertained.

It takes 5 – 7 working days for myFirst to process your returned product. Once the return has been processed, we’ll issue the refund. Please note, it will take several days for your refund to be reflected in your bank account.

There are a few important things to highlight:

1. Buyer shall get seller’s consent prior to the return and refund request but the buyer will bear the return shipping fee and any extra cost incurred.
2. All items must be returned in their original condition and in the original myFirst packaging.
3. If buyers failed to send in the product in the required timeline, the refund request will be dismissed
4. Item purchased from our registered reseller & distributor will be required to refer back to the respective seller for return & refund.
5. Strictly NO RETURN/REFUND due to customer’s change of mind for products purchased during a promotion campaign. Only faulty or incorrect products purchased under promotion can be refunded.
6. Buyers are responsible for sending the product with a trackable method. If the parcel has gone missing or failed to reach us, myFirst will not be held responsible.

 

Received Incorrect Product

We apologise for any inconvenience that we had caused you. If you receive an incorrect product, you can contact our customer service team by visiting our Contact Us page within 14 days of delivery (for Singapore) and within 30 days of delivery (for Overseas). We will liaise with the customer to return the order and the product value will be fully refunded OR we will arrange for a new delivery with the correct order.

 

Product Exchange

Should the product come defected upon delivery: 1) Unable to charge/power up; 2) Missing parts (excluding picking tool and SIM card picker, instructional manual, etc); customers are to inform us within 48 hours of reception to prevent discrepancy. You can contact our customer support from the Contact Us page for an exchange. Item exchanges are, of course, subject to in-store product availability. 

The only exchange exceptions are the product that has been purchased after 14 days, we will be able to provide a repair service only instead of a 1-to-1 exchange or can be returned and your refund will be issued to the payment method you used on your order (per the guidelines in our Standard Return Policy).

There are a few important things to highlight:

1. Buyer shall get seller's consent prior to the exchange of products but the buyer will bear the return shipping fee and any extra cost incurred.

2. All items must be returned in original condition and in the original myFirst packaging.

3. There are some items, however, that are ineligible for exchange, including:

• Item is not in the original packaging.
• Missing item/accessories.
• Item has been tempered, accidental user damage water spills, drops or physical breakage due to an accident, or normal day-to-day wear and tear.

 

Undeliverable Product

A product is sometimes deemed undeliverable due to one of the following reasons:

A package might be returned as undeliverable for several reasons:

• Incorrect or Outdated Address: Double-check the address carefully when placing your order.
• Failed Delivery Attempt: If nobody is available to accept the delivery, the product will be returned to the seller. Most of carriers make more than one attempt to deliver a package. If they find that they can't successfully deliver your package, they'll return it to us. 
• The recipient refused delivery: If you don't accept the delivery of the product at your doorstep, the product will be returned to the seller. A gift recipient who isn't expecting a gift may refuse a package if they believe it's being delivered to them by mistake. In this case, we'll refund the gift purchaser and let them know by email. If you want to place a new order for the gift, you may want to let the recipient know that a surprise is on the way.
• The package was damaged in transit: If a package is damaged while it's on its way to you, the carrier may return it without attempting delivery.

If the delivery couldn’t be done due to the customer's negligence, your order will be sent back to us and we will do a partial refund as we will deduct the incurred cost caused by the return.

 

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