OUR RETURN POLICY
Updated Feb 2021
1. My product arrives damaged, defect, isn’t what I ordered or it’s missing, what should I do?
If you have received product that you did not order or a damaged / defective product, please do not remove the original packaging. We would recommend you to contact our Customer Service team to discuss the return of the product and its necessary details.
FirstDino is always at our best efforts to ensure the orders are correctly fulfilled. If a product that was ordered and invoiced is not included in the delivery, FirstDino shall replace the missing product.
2. Can I return a product, exchange a different product, or request for refund?
At FirstDino, your satisfaction is our first priority. Each product is carefully developed, selected, and tested to guarantee quality and safety. If you are not completely satisfied with your purchase, you may return the product(s) to us.
To be eligible for exchange, return or refund, your Product(s) must fulfil these conditions:
- Product(s) must be in sealed/unused condition.
- Product(s) must be purchased online from myfirstdino.com
- Return, exchange and refund is only valid within seven (7) days of receiving the Product(s)
- You can request an exchange with any of the Product(s) only with the same value, available at www.myfirstdino.com
3. How do I return my order?
To return, simply follow the instructions below:
b) You are required to provide the following details:
- Full Name (as per NRIC)
- New IC Number
- Contact Number
- Email Address (as used to register an account with FirstDino)
- Order Number of the Purchase Order
- Product(s) to Return
- Reason(s) to Return
- Photos of the Product (s) you wish to return
Bank Account Details (For Refund Only)
- Bank Name
- Account Number
- Account Name
We will not entertain nor in any way responsible for any disputes arising from incomplete and inaccurate details of the above.
c) You must return the Product(s) to us within seven (7) days of receiving it to the address below:
- For change of mind and undamaged Product(s), you will be responsible for any costs incurred in couriering / returning the product(s).
- For exchanging damaged product(s), FirstDino will be responsible for the postage incurred for returns and re-delivery.
- The product(s) are customer’s responsibility until they have reached our warehouse. Please ensure to package your returned items securely to prevent any loss or damage to the product, its box or its original packaging.
4. What happens after my Product(s) reaches the Warehouse?
Returned product(s) will be first inspected by Quality Assurance Department.
- If the returned product(s) meets the conditions as stated in Q2, a replacement of the product or refund will be processed.
- If there is any damage to the product(s) as a result of a manufacturing defect or deviation from factory specification, we undertake to replace or fully refund the cost of any defective product(s).
- If the defect in the product was caused by reasons other than materials quality or assembly process, the original product(s) will be returned to you.
Do note that the return of a product does not automatically warrant for a replacement or refund.
5. How long will it take to get my replacement and refund?Once the returned product(s) has been inspected and approved, we will:
- For Replacement of Product(s), it will be within seven (7) working days.
- For Refund, it will take ten (10) working days. Do note that refund is allowed only to a bank account. If a customer entered the bank account details incorrectly, FirstDino is not liable for any loss.
For further information or if you do not receive your refund within 15 business days, please feel free to call our customer service team at +6014 332 4788 or contact our Customer Service team at firstname.lastname@example.org.
6. Will you refund my delivery charges?
- If the item that you returned has been certified damaged product(s) resulted from a manufacturing defect or isn’t what you ordered upon receiving, the postage incurred for returns and re-delivery will be borne by FirstDino.
- However, the delivery charge will not be covered if the return is due to change of mind, unsuitable, or no reason.