Return & Exchange Policy

Eligibility for Returns / Exchanges

Items may be returned or exchanged if all of the following conditions are met:

Please note: The following items cannot be returned due to hygiene and safety reasons:

• Notify us within 7 days of receipt via WhatsApp or email. We regret that we are not able to assist if any defect is reported after 7 days of receipt.
• Item is brand new, unused, and in its original product packaging, excluding the outer delivery box.
• All original tags, labels, or seals are intact and unbroken.
• Original packaging is undamaged.
• Opened or used baby products, such as bottles, feeding sets, and teethers, cannot be returned.
• Personal care items, such as bath toys and skincare sets, cannot be returned.
• Clearance, promotional, or final sale items cannot be returned.
• Items without original packaging cannot be returned.

Steps for Returning Item

To request a return or exchange:

• Check eligibility – ensure the item meets all return conditions above.
• Notify us within 7 days of receiving your order via WhatsApp or email.
• Include your order number or receipt.
• Include photos of the item and packaging if relevant.
• Include a brief description of the reason for return or exchange.
• Drop off at any Tom & Stefanie store for free with your receipt.
• Schedule a delivery pickup at S$5 flat rate back to any of our stores.

Damaged Items

While we take care to ensure that the product reaches you in good condition, damages to packaging can sometimes occur in transit and do not constitute a defect. Damaged items refer to physical damage to the product itself, not the packaging.

Here are the steps to follow should you receive an item that is damaged in your order:

• Minor damage to outer delivery packaging does not constitute a damaged item.
• Bulky items may have additional markings or labels during delivery; this is normal and not a defect.
• Notify us within 7 days of receipt via WhatsApp or email.
• Include photos or videos showing the damage and any relevant packaging.
• Drop off at the store or arrange a $5 dropoff.
• We will review and advise on next steps.

Defective Items

Defective items are those that are not functioning as intended, missing parts, or have a significant cosmetic or manufacturing defect.

Steps for defective items:

• Notify us within 7 days of receipt via WhatsApp or email.
• Include photos or videos showing the defect.
• Set the item aside and do not use it; we may require the item for evaluation.
• In some cases, photos or videos may not be sufficient, and we may request the item be returned to a store or collected.
• We will perform tests on the item and/or send it to the supplier to confirm the defect.
• The replacement will be sent out only after the defect is confirmed. Please note that this process will take some time.
• Replacement will only be issued once the defect is confirmed.

Important Note on Our Return Policy

Tom & Stefanie reserves the right to reject any return that does not meet the conditions above. If rejected, the customer must collect the item.

• Approved returns will be offered a 1-to-1 exchange.
• Refunds, if applicable, will be issued as store credits for your next purchase.
• Delivery fees are non-refundable.
• If rejected, you may self-collect, arrange your own courier, or use our courier service at S$7 flat rate.

Product Warranty

By default, all items sold at Tom & Stefanie do not come with warranty unless otherwise stated on the product page itself.

• For all defects covered under the warranty period, you will be directed to the respective warranty service centre for repairs.
• The buyer is responsible for all costs involved in sending the item to the warranty centre for assessment.
• If the issue is deemed by the warranty center to be a manufacturing defect, and the item cannot be repaired or replaced, a refund in the form of store credits will be issued to the buyer.