Return/Defect/Cancellation/Exchange Policy


  1. If you received a defective item, please notify us within 7 days of receipt either by replying to your order email or by using this contact form. Please explain the nature of the defect as these are deemed helpful in explaining the problem.
  2. Once the defect is confirmed and cannot be repaired, we will either send you a replacement from our own warehouse or have the supplier contact you directly to exchange. 
  3. If the defect is minor and can be repaired, either us or supplier will do the repairs for you. Note that for items that can be easily repaired, you can no longer opt for exchange or refund. 
  4. In the rare instance when the defect is too complicated and cannot be clearly demonstrated by a picture or video, you can choose to send the item back to us for evaluation. We will then perform tests and/or send the item to the supplier to confirm the defect. Note that the replacement will be shipped out only after the defect is confirmed which might take some time.
  5. The buyer is responsible for all return shipping charges back to us on all returned item/s. If you are sending an item back to us and the defect is confirmed, we will reimburse the shipping charges (up to $5 with a valid receipt) as well as arrange to ship the replacement item/s to you.
  6. For items with a local service center, you may also approach the local service center to confirm defect. This can be faster than sending the item back to us and they will be able to issue a replacement on the spot. The buyer is responsible for all shipping fees involved. If the item is sent back to us but we cannot confirm the defect or alleged defect is considered to be within normal range of operation, then we will have to send the item back to you at an extra charge. 
  7. If you prefer to have refund instead of a free replacement due to a defect, the refund will be in the form of a store credit.
Free 30 Days Return Policy:
  1. It is OK to change your mind and return the product back to us within 30 days of receipt, provided that the plastic/box packaging that the item came in has never been opened. Safety and Hygeine is our #1 priority and to maintain our high standards, we are not able to accept change-of-mind returns on items that have been opened/unboxed as we are not able to resell these with 100% certainty that they are brand new and unused. 
  2. We are not able to accept change-of-mind returns on safety products (eg. child restraints including harnesses, car seats, booster seats) as we are not able to resell these with 100% certainty that they are brand new and safe.
  3. Please take reasonable care to ensure that any item is returned to us safely and not damaged in transit. IOTS will not be liable for any loss or damage that may be incurred in the process of shipping the item back to us. IOTS reserves the right not to accept any used items/items with packaging that has been opened before. This is to protect other customers, as nobody likes to receive any item that has been opened before. In the event a return cannot be accepted, the sender will bear all costs in having the item sent back to the sender's address.
  4. For clothing items with sizes, we allow the items to be returned after being tried on, provided that the items have not been worn or washed, and are in "as new" condition with all original tags/labels attached. Please note, “as-new” refers to both the product and its packaging and the items, not in ‘as-new’ condition will be returned at the sender's expense.
  5. Do note that for products with shelf life, the expiry date we have indicated online is indicative only. Occasionally, you may receive items with expiry dates that may differ slightly from what is published online as our suppliers sometimes send us stocks with mixed expiry dates. However, the difference should not be that far off from what we have indicated online. In most cases, the product you receive should have 1-2 years shelf life unless otherwise stated on our website. Do note that we do not accept returns on items which expire in less than 6 months unless the information on the website at the point of purchase was grossly inaccurate.
  6. Customers are responsible for all shipping costs in sending the item back to us. We would encourage all customers to use a trackable service when returning items to our warehouse. This is to facilitate the tracking status of your own returns. Do note that we would not be able to advise on the status of your return, nor be responsible for any delays or loss, if you have chosen a non-trackable mode of return. If you prefer to send the item back to us personally, please fill out and include the Returns Form with your return. The address to return is indicated on the form. Our Returns Office is open Mon-Fri, 9am - 6pm. Pls avoid lunch time from 12.30-1.30pm. )
  7. Our 30-day return policy does not apply to items in the clearance section, promo items, items purchased with certain special discount codes applied at checkout, pre-ordered goods, custom-made goods, food items, CDs, DVDs, breast pads, and underwear. If you are unsure whether an item can be returned, please contact us HERE and let us know your order number and the item you wish to return before sending it back to us.
  8. All accepted returns will be strictly refunded in the form of an in-store credit which you can use to offset a future purchase with us.
  9. All returns are not entitled to our Free Shipping policy. Shipping and logistics is a hard cost we incur from our logistics partners. If you decide to return the item, the original shipping/ logistics fee to send out your order will be deducted when we issue the refund to your account. As such, you will be refunded the following: Purchase Price - Original Shipping/ Logistics Fee = Refunded Amount (S$). Please do note that the shipping/logistic fee will also apply if you wish to return the item(s) to place another order.
    • If your original order incurred a shipping fee, the full value of the returned items will be refunded (the shipping fee will not be refunded).
    • If your original order was sent with Free Shipping, We deduct a shipping fee $4.90 (small item) and $10 (large item above 2kg), $18 for XL items (playmats, gates etc) from the value of the items returned when issuing an in-store credit.
  10. Note that if you used a discount code and the order no longer satisfies the terms & conditions of this code, the full discount value will be withheld from the credit refunded.
  11. The balance of reward points earned by the order will be reduced to reflect the number of points attributable to the returned item.
  12. Please allow up to 7 days for a credit on a return to be processed and issued to you after the item is received at our warehouse.
  13. Please download and include the Returns Form below when sending an item back to us via registered post/courier (recommended). We will not be responsible for any loss, damage or delays if you choose to send any returns back to us via normal mail. 


Do note that we do not accept cancellations after an order is placed on our website as the order is sent to our warehouse for immediate processing. Should you change your mind about an order after placing it online, you can opt to return the item you do not want back to us under our return policy (see above). In the event you decide not to accept an order that is placed and reject it during delivery, a $15 - 25 fee (depending on the size of your order)  to cover the administrative/logistical cost involved would be charged. The refund will be to store credit, after deducting all administrative/logistical costs.


1. For all defects covered under the warranty period, customers will be directed to the respective warranty service centers for repairs. In the event a product under warranty cannot be repaired or replaced by the warranty service center, a refund in the form of a store credit will be issued.