Refund policy
Effective date: 16 May 2026
Returns
Due to the perishable nature of our products (baby snacks and food), we are unable to accept returns once an order has been delivered. Your safety, and your child's, comes first.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or contains items different from what you ordered, please contact us within 14 days of receiving your order at hello@hltone.co with your order number and clear photos showing:
- The damaged or incorrect item
- The packaging it arrived in
We'll review your case within 2 business days and, where applicable, offer a full refund or a replacement at no extra cost.
Refund Process and Timelines
Approved refunds will be processed back to your original payment method within 7 business days of approval. Depending on your bank or card issuer, the funds may take an additional 3–10 business days to appear in your account.
Cancellations
We're unable to cancel orders once they've been placed, as our fulfilment team begins processing right away. Please review your cart, address, and contact details carefully before checking out.
If you have an unforeseen circumstance, please reach out to us at hello@hltone.co as soon as possible — we'll do our best to help, but we cannot guarantee changes once your order has been packed or handed to our courier.
Contact
For any refund or order issue, please reach us at hello@hltone.co. Including your order number in the subject line helps us respond faster.
HLT One Pte. Ltd.
8 Eu Tong Sen Street, #22-85
The Central, Singapore 059818