Q: What is your cancellation and refund policy?
Physical Products – 14-Day Easy Return
We’re parents and educators too and stand behind the quality of our products.
If you receive an item with a manufacturing defect or is damaged during delivery, please contact Customer Service here within 14 days.
Please include these:
– Order number
– Issue: received damaged / others: pls state
– Photograph of the product with a copy of the delivery order on the same photograph
You may be asked to return the product to our quality assurance team, so please keep it until the exchange/refund claim is closed. If such a return is needed, you will be reimbursed on the local return shipping fee.
Depending on the individual case, you may be eligible for a 1-to-1 exchange, partial refund or full refund.
If a refund is applicable, a credit will automatically be applied to your credit card or original method of payment. Some banks take up to 30 days to reflect the credit.
These are not eligible for returns/exchanges:
– normal wear and tear, including scratches and dents on the packaging or box
– misuse of product
– clearance / warehouse sale items
If 14 days have gone by since your receipt of product (based on receipt of the tracked parcel), unfortunately, we cannot offer you a refund or exchange.
Alpha Egg Dictionary Pen – 1-Year Warranty
Your Alpha Egg Dictionary Pen comes with 1-year warranty.
Upon placing your order, you’ll receive a receipt via email or message.
Within 14 days of receiving your dictionary pen, reply to the receipt email or message with the Serial Number behind your pen.
To protect your pen, we encourage the use of a silicon cover and hard case.
What’s covered:
- Manufacturing defect
- Malfunction under normal use
What’s not covered:
- Pen that can work again with software update
- Damage from commercial use
- Misuse or accidental events such as throwing, dropping and food/water spill
To claim your warranty, please contact Customer Service here.
Please include these:
– Order number
– Issue: describe the malfunction
– Photograph or video clip of the pen
Upon confirmation, you may bring the pen to our Singapore or Malaysia (Selangor) address for checking. If you’re posting it, you’ll need to use a tracking service with sufficient insurance cover and bear the postage fee.
Depending on the individual case, you may be eligible for a repair or 1-to-1 exchange.
Downloadable Products & eWorkshops
Due to the digital nature of these products, we’re so sorry that purchases are not refundable.
Video Calls
We understand that with young children at home, unforeseen circumstances may occur such that you’re unable to attend the video call.
All cancellations or changes must be requested by the links sent to you via email after confirmation.
More than 7 days before the call:
- Cancellation: 100% refund
- Postponement is possible
More than 24 hours and up to 7 days before the call:
- Postponement is possible
Changes within 24 hours before the call:
- For medical reasons, postponement is possible
- For non-medical reasons, postponement is not possible. Please book a new appointment.
In the event that the call needs to be postponed (for instance, due to technical reasons or the facilitator is unwell), then an alternative date will be arranged.
Live Workshop Tickets (Face-to-Face or Online)
Again, we totally understand that unforeseen personal circumstances may occur, such that you’re unable to attend the workshop.
All cancellations or changes must be requested by email here.
If you’re unable to attend the workshop, you may transfer your registration to another nominated person.
Cancellations more than 30 days before the workshop:
- 100% refund
Cancellations more than 14 days and up to 30 days before the workshop:
- 50% refund
Cancellations within 14 days before the workshop:
- No refund
We reserve the right to make any changes to the workshop.
In the event that the workshop needs to be cancelled (for instance, due to minimum number of participants not reached, venue reasons or the facilitator is unwell), then a full refund of the fees will be made or an alternative date arranged. Unfortunately, we cannot be responsible for any cost other than the workshop fees.