Customer Policy

Return & Refund Policy

Quinton Baby (M) Sdn Bhd (201901031308 / 1340638-U) — we want every Malaysian family to buy with confidence. This page explains exactly what happens if your order needs to be cancelled, exchanged, or refunded.

Last updated: April 2026
Cancellations
Before dispatch only
Once shipped, orders cannot be cancelled
Refunds
3–4 working weeks
Damaged items or pre-dispatch cancellations only
Exchanges
12-hour window
Report damage within 12 working hours of delivery

Section 01

Order Cancellations

You may cancel or modify your order at any time before the item has been dispatched for delivery. Once the order has been handed to our delivery partner, cancellations are no longer possible.

To request a cancellation, contact us immediately via our Contact page. Cancellations cannot be processed after dispatch under any circumstances.

Section 02

Refunds

Refunds are issued under the following conditions only:

The item has not yet been received and the order was cancelled before dispatch.
The item received is confirmed as damaged or defective on arrival.
Refund timeline

Refunds are processed within 3 to 4 working weeks from the date the return is approved. The amount is credited back to your original payment method. Depending on your bank or card provider, the refund may not appear on your next statement — allow up to one full billing cycle.

We do not offer refunds for change-of-mind purchases on items that have already been delivered in good condition.

Section 03

Exchange Policy

Every Quinton Baby product is inspected before dispatch. If you receive an item that is damaged or defective on arrival, you must contact us within 12 working hours of receiving the delivery to be eligible for an exchange.

How to request an exchange
01
Contact within 12 working hours
Email or message us immediately at quintonbaby.com.my/contact with photos of the damage.
02
Prepare the item for return
Ensure the item is in its original packaging, unused, unwashed, and completely unaltered.
03
Include proof of purchase
Your order confirmation or receipt must accompany the returned item.
04
Receive your exchange or refund
Subject to stock availability. If the same item is unavailable, we will offer a replacement of equal value or a full refund.
Item return conditions
In its original packaging
Unused and unwashed
Unaltered in any way
Accompanied by proof of purchase

Section 04

Safe Car Seat Programme

If your Quinton Baby car seat is involved in a road accident, it must be replaced — even if no visible damage is present. A seat that has absorbed impact forces should never be reused, as structural integrity may be compromised in ways that are not visible to the naked eye.

Quinton Baby's Safe Car Seat Programme covers accident replacement separately from our standard exchange policy. This is a dedicated programme — not covered under the return or refund terms on this page.

View Safe Car Seat Programme

Section 05

Contact Us

For all cancellation, exchange, and refund enquiries, reach out to our support team. We respond within 1 working day.

Contact Form
quintonbaby.com.my/contact
Response Time
Within 1 working day

Quick answers

Frequently asked questions

Quick answers about cancellations, refunds, and exchanges for Quinton Baby Malaysia orders — including timelines, damaged item exchanges, and Safe Car Seat Programme guidance.

Still have a question? Contact us
Can I return a car seat if I change my mind?
No — Quinton Baby does not accept change-of-mind returns on items delivered in good condition. If the item arrived damaged, contact us within 12 working hours of receiving delivery to arrange an exchange.
How long does a refund take from Quinton Baby?
Approved refunds are processed within 3 to 4 working weeks. Depending on your bank, it may take one additional billing cycle to appear on your statement.
What counts as a damaged item for exchange?
Any item that arrives with physical defects, missing parts, or functional issues present at the time of delivery. Damage caused after receipt is not covered under the exchange policy.
Does the return policy apply to car seats in accidents?
No — accident-involved car seats fall under Quinton Baby's Safe Car Seat Programme, not this return policy. A seat that has absorbed impact forces should never be reused. Visit the Safe Car Seat Programme page for specific terms.
How do I request an exchange for a damaged Quinton Baby product in Malaysia?
Contact Quinton Baby Malaysia within 12 working hours of delivery via quintonbaby.com.my/contact, share your order details and clear photos of the damage, and keep the item in its original packaging. Exchanges are subject to stock availability.
Can I cancel my order before delivery in Malaysia?
Yes — you may cancel or modify your order before it is dispatched. Once your item has been handed to the delivery partner, cancellations are no longer possible. Contact Quinton Baby Malaysia immediately via quintonbaby.com.my/contact.
Where do I check Quinton Baby warranty conditions?
Read the official Warranty Conditions for Quinton Baby Malaysia at quintonbaby.com.my/warranty-condition. It explains coverage for manufacturing defects and the documents required for claims.
Where can I find Quinton Baby Malaysia delivery policy?
View shipping timelines and coverage on the Delivery Policy page: quintonbaby.com.my/policy-delivery. For urgent updates, contact Quinton Baby Malaysia support via quintonbaby.com.my/contact.