Safety, Warranty & Support

What is mould and how does it occur?

Mold or mould is a naturally occurring organism that breaks down organic materials. As we place strict emphasis over safety, our non-toxic paint may contain organic materials for safety standards and therefore can be affected by moulds. Occurrences of molds/moulds over the course of usage is not covered under the warranty.

Expert Prevention and Cleaning Tips

Frequent showers during the monsoon season causes higher levels of moisture and humidity in tropical Singapore. It is essential to keep the furniture items dry.

Prevention Tips:

1. Have a dehumidifier and run it daily for at least 1-2 hours in an enclosed room, especially during long bouts of rain
2. Allow sunlight and UV rays to enter the room by leaving the curtains open
3. Ensure frequent ventilation of the room and improve the airflow by suitably opening your windows
4. Have moisture absorbers in your dressers and wardrobes
5. Only clean the wooden furniture with a slightly damp cloth, and to dry it immediately
6. Turn on the aircon for 2 hours to improve the airflow in the room

Effective home remedy tips:

1. Thoroughly clean the affected area with white (clear) vinegar a few times. Finish by cleaning off with water and drying the area.
2. Dilute 1 part bleach with 15 part water before cleaing the affected area a few times. Finish by cleaning off with water and drying the area

For a comprehensive cleaning, you can consider reaching out to a professional. Read more about moulds and expert tips of cleaning here.

Our warranty program is here to ensure the products are free of manufacturing defects post purchases, that the products stay safe and shall continue to do so. When a customer makes a purchase from our website, relevant marketplaces, and through other retailers, he or she agrees to the terms and conditions of the warranty. A defect refers to a manufacturing defect that inhibits the safety of the product, which does not include wear-and-tear, improper cleaning and product use, and other terms that you may find in the rest of this manual. Please note that the warranty program is non-transferable from the original owner.

If the product you purchase has a fault, it is important that you let us know. We'll replace the faulty product with one free of defects or eliminate the fault as soon as possible. For prompt responses, we seek your submission of a support ticket to our customer support team. We will get back to you within 1-2 working days.  We will not be able to assist you with requests via WhatsApp and direct messaging through social media.

• Click here to submit a support ticket for: Cribs, Dressers & Nursing Chairs
• Click here to submit a support ticket for: High Chairs
• Click here to submit a support ticket for: All other products

After ticket submission, our customer support team  will get back to you within 1-2 working days:

• After the customer support team reviews your application, you'll receive further instructions thereafter, which may include request of further information, courier pick up information, what to bring to our service centre and so on
• If any assessment or repair is required, our dedicated Showroom Service Centre will require at least 1 working day to diagnose and treat the problem. The Showroom Service Centre opening hours and days are Monday to Friday, 11AM to 5PM (closed on weekends and public holidays). However, for your convenience, products may be dropped off on Saturday from 11AM to 5PM, as well. The Showroom Service Centre will be closed on Sunday.
• Address of Showroom Service Centre: 1092 Lower Delta Road, #02-01/02, Singapore 169203

The products are tested vigorously against international standards, have attained awards and accreditations such as GreenGuard Gold Certification, EN71 European Safety Standards, and more. With real natural wood products, natural fabric products, and sustainable materials, there may be a chance of the product containing a defect. We seek your kind understanding and patience as we diagnose and resolve the issue.

When does your warranty start or expire?
Our warranty program begins on the date of delivery or collection of the product, unless otherwise stated. Products from Elvie begin from the date of purchase. Expiration date differs depending on the nature of the product. Please read on below for the relevant warranty information.
​
I received your item as a gift, do I have warranty coverage for a gifted product?
Yes, you do! The warranty begins on the date of delivery or collection of the product, unless otherwise stated. Products from Elvie begin from the date of purchase. The giftee is defined by the recipient of the delivery address. Do note that the warranty is not transferable from the original owner.
​
Do I have warranty coverage for products bought from Marketplaces (Lazada/Shopee/Amazon)?
Yes, you do! The warranty begins on the date of delivery, unless otherwise stated. Products from Elvie begin from the date of purchase. For products purchased from marketplaces by Hatchery Cribs, please reach out to us via our website directly by submitting a support ticket.
​
Do I have warranty coverage for products bought from your partner merchants?
Yes, you do! The warranty begins on the date of purchase. For products purchased off our partner merchants, please reach out to the partner merchant that you have purchased the products from. As per merchant policies, we seek your understanding that Hatchery Cribs is required to keep all communications regarding the purchase strictly through the partner merchant. We are unable to help you without communicating through the partner merchants.

If you encounter any issue, please reach out to us by submitting a support ticket. Hatchery Cribs reserves the right to determine the validity of claims. For the warranty to stay in effect, please take note of the following conditions that will render the warranty void:​

• Warranty is non transferable from second-hand sale, hand-me-downs to a third party, and to a new address
• Dismantling of the product
• Opening and tampering of the internal mechanisms
• Altering the product by unauthorised parties
• Improper usage, assembly, storage, and maintenance
• Nonadherence of weight limit and intended usage, such as and not limited to denting of mattress base by having adult stepping on it, climbing and/or stepping on parts of product or furniture resulting in breakage, usage over the weight limit resulting in damage, and so on
• And any self-inflicted damage such as cutting, modification, tampering with indentations, or any other form of tampering not within the reasonable scope of usage
• For moving of nursery furniture to your new house, you may reach out to our assembly team to assist (fee applies) in order to preserve your warranty

You must not have tampered with the product on your own. If the product has been tampered with, the warranty shall be immediately voided. Firstly, please check if your product is still under warranty. Thereafter, please follow the steps below:

If your product is within the warranty period

• Refer to the relevant warranty coverage in the manual
• If you have purchased the products from Hatchery Cribs or Marketplaces of Hatchery Cribs Official Store, do submit a support ticket
• If you have purchased the product from our partner merchants, please reach out to them directly for support
• Submit any images and/or videos that may help us diagnose the issue and provide suitable recovery actions

If the purchase is out of warranty

• Spare parts may be available for specific products, and fees may apply
• You may drop off the affected product at our Showroom Service Centre at 1092 Lower Delta Road, #02-01/02, Singapore 169203
• The Showroom Service Centre opening hours and days are Monday to Friday, 11AM to 5PM. (closed on weekends and public holidays). However, for your convenience, products may be dropped off on Saturday from 11AM to 5PM, as well. The Showroom Service Centre will be closed on Sunday.
• Any diagnosis/repair is subjected to a $45 fee. Please allow us up to 1 working day to get back to you, as the service centre team will be providing a thorough check on the product. We will not be able to provide any guarantee on the repair outcome, and you may be required to make a new purchase if the product is deemed unfit for use
• In the event the product is unfit for use, we reserve the right to dispose off the product immediately without any compensation

Our warranty protects you against damage as a result of manufacturing defects and is non-transferable from the original owner. Validity begins for 1 year from the date of delivery of the item. For self-installation of all furniture including highchairs, our warranty does not cover damage due to improper installation and/or improper handling of parts, such as broken dowels, cracked panels smaller than 6cm, stuck screws, stripped screw holes and more. Replacement parts may be available for a fee. 

Please kindly note that the following points do not constitute a defect:

• Untreated natural wood around areas where wood panels join
• Any mould caused by humidity and improper cleaning/drying after assembly and delivery
• Discolouration and/or minor peeling of paint of less than 6cm diameter
• Paint chips and peels of less than 6cm length
• Minor dents of less than 3cm diameter and less than 3 dents per furniture part
• Scratches of less than 6cm length
• Minor alignment issues such as minor crooked logo, print and more
• Indentations on the cribs which are part of the production of wood furniture do not constitute a defect

Manufacturing defects are defined as cracks, discolouration, scratches, chips that are larger than 6cm and severe alignment issues, which clearly affect the structural integrity of the furniture. Hatchery Cribs shall endeavour to continuously provide warranty for structural integrity issues for the period of 1 year from the date of delivery and/or assembly.

Within 7 days from assembly and/or delivery, the customer must raise any defect claim to the Hatchery Cribs customer support team via submitting a support ticket for remedy and rectification. Otherwise, the products shall be deemed well received, in the correct quantities and parts, and in good condition. After 7 days, any and all aesthetic blemishes shall be regarded as wear and tear usage and shall not be covered under warranty. All defect claims must be supported with images and a clear description of the issue. Hatchery Cribs reserves the right to decide which cases are valid claims. Valid claims will be eligible for touch up of the defective piece at no cost.

After 7 days from delivery/assembly, the following points shall be considered as aesthetic blemishes due to wear and tear/prolonged usage and will not be covered under warranty:

• Any water damage, dents and any paint peeling after assembly and delivery
• Any water damage, dents, and paint peeling due to prolonged/improper usage and/or care
• Any mould caused by humidity and improper cleaning/drying after assembly and delivery
• Denting and warping in the crib/cot mattress base due to improper usage or handling
• Any other wear and tear that may lead to the aforementioned outcomes
• Any fabric pilling after assembly and delivery

As the furniture is made of natural wood, there will be reasonable nonuniformity as each piece of wood as each wood grain is unique. Our furniture has gone through thorough testing, GreenGuard Gold certification and quality control - the wood discoloration and chips do not affect the structural integrity of the natural NZ pine wood. It is expected that non-toxic paint may peel off over prolonged use. It must also be noted that it is the customer’s responsibility to prevent scratches on certain floor types (such as and not limited to parquet and cement screed). Once a purchase is made, the customer acknowledges it is the customer’s responsibility to prevent scratches before, during, and after purchase, and discharges Hatchery Cribs from any and all liabilities, of scratches/dents/marks on floorings caused by the furniture.

More on High Chairs

For high chair manufacturing defects reported after 7 days of receiving the item, any exchanges/repairs (if valid) will be done at our Showroom Service Centre.

This warranty does not cover or apply to:

• Naturally occurring black marks on the wood and eye of the wood (These are natural colours and occurrences on natural wood)
• Damage that is the result of improper storage, installation (stripped screw holes, broken dowels), negligent misuse, or products that have been altered by the owner in any way not intended by the manufacturer
• Damage caused by wear and tear, including, but not limited to, peeling paint, clear water stains/damage from improper cleaning, teething marks, chips, dents, fabric pilling, discolouration of the furniture
• Any mould caused by humidity and improper cleaning/drying after assembly and delivery
• Items bought as used or secondhand products, including items that served as showroom pieces
• Items that have been altered by an unauthorised 3rd party repair person

Mattresses, Changing Pads & Bedding

Our warranty protects you against damage that is the result of a manufacturing defect and is non-transferable from the original owner. Validity begins for 1 year from the date of delivery of the item.

This warranty does not cover or apply to:

• Normal wear and tear, normal everyday soiling, or commercial use
• Stains, and damage caused by improper care, improper washing detergents, non-food related grease, inks, cosmetics, bleach, alcohol, dyes, solvents, corrosives
• Any mould caused by humidity and improper cleaning/drying after assembly and delivery
• Intentional or accidental damage resulting from the misuse of the product - such as cutting into the material when opening the outer carton
• Mattresses that do not have the manufacturer's original law tag

Our warranty protects you against damage that is the result of a manufacturing defect and is non-transferable from the original owner. Validity begins for 1 year from the date of delivery of the item.

This warranty does not cover or apply to:

• Normal wear and tear, normal everyday soiling, or commercial use
• Stains, moulds and damage caused by improper care, improper washing detergents, non-food related grease, inks, cosmetics, bleach, alcohol, dyes, solvents, corrosives
• Colour change (discolouration) when the product has been exposed to direct sunlight against the instructions provided in the instruction manual
• Reduction in the quality of the product due to normal wear and tear
• Tearing or torn seams of the stroller underside basket (allowance of up to 3kg only) due to overweight baggage
• Products which have not been used according to their intended use

Elvie Pump is backed by a limited manufacturer’s warranty against any defects in materials and/or workmanship: the Hub for two (2) years and the washable components/accessories for 90 days from the date of original purchase.

Defects discovered within the warranty period should be reported to Chiaro Technology Limited, “Chiaro”. Chiaro reserves the right to a period of investigation to establish the cause of the defect and may exercise its discretion in determining whether or not to replace it free of charge. Any attempt to take the Hub apart will invalidate this warranty. Elvie's experienced support team will be able to provide troubleshooting and guidance on usage of the products.

This warranty does not cover, including, but not limited to, change of mind, cosmetic deterioration or damage caused by general wear and tear, physical or natural destruction, accident, misuse, neglect or other external causes. As these products are single-user personal products, hygiene is our utmost priority - any use by more than one person may present a health risk and voids the warranty. Products such as breast shields are not-returnable once opened due to wrong sizing, change of mind, or any reason without first consulting Elvie Customer Care. The warranty does not cover purchases from non-authorized resellers.

Any warranty claims must be supported with reasonable evidence, including proof of date of purchase, alongside these warranty conditions. Chiaro must be notified of any defects. We will then provide you with a Return Merchandise Authorization number, which must be displayed on the outside packaging. In the event that Chiaro decides to provide a replacement, any replacement will not extend the life of this warranty.

Please keep your proof of purchase in the event that you need to contact customer care. ​Contact Elvie customer care at https://www.elvie.com/en-us/about/contact or via Elvie customer care Whatsapp +44 7445866917.

Our warranty protects you against damage that is the result of a manufacturing defect and is non-transferable from the original owner. Validity begins for 6 months from the date of delivery of the item. *For Doomoo products, in adherence to EU testing regulations, Doomoo has removed the zippers as an additional precaution*

This warranty does not cover or apply to:

• Normal wear and tear, normal everyday soiling, or commercial use
• Stains, moulds and damage caused by improper care, improper washing detergents, non-food related grease, inks, cosmetics, bleach, alcohol, dyes, solvents, corrosives
• Colour change (discolouration) and fabric pilling due to prolonged usage and washing
• Intentional or accidental damage resulting from the misuse of the product - such as cutting into the material when opening the outer carton
• Products that do not have the manufacturer's original law tag

Baby Carrier & Accessories

Our warranty protects you against damage that is the result of a manufacturing defect and is non-transferable from the original owner. Validity for all MiaMily and Thule Baby Carriers, and MiaMily Shoulder Strap accessory begins for 1 year, and the MiaMily Infant Insert accessory begins for 6 months from the date of delivery of the item.

This warranty does not cover or apply to:

• MiaMily Drool Pad, Infant Insert, Rain Cover, and Extender Belt accessories
• Normal wear and tear, normal everyday soiling, or commercial use
• Stains, moulds and damage caused by improper care, improper washing detergents, non-food related grease, inks, cosmetics, bleach, alcohol, dyes, solvents, corrosives
• Colour change (discolouration) and fabric pilling due to prolonged usage and washing
• Intentional or accidental damage resulting from the misuse of the product - such as cutting into the material when opening the outer carton
• Products that do not have the manufacturer's original law tag

Luggage

Our warranty protects you against damage that is the result of a manufacturing defect and is non-transferable from the original owner. Validity for all MiaMily luggage begins for 5 years from the date of delivery of the item.

This warranty does not cover or apply to:

• Scratches on luggage surface including but not limited to, outer shell, screw heads, handle, luggage seat and etc.
• Normal wear and tear, normal everyday soiling, or commercial use
• Stains, moulds and damage caused by improper care, improper washing detergents, non-food related grease, inks, cosmetics, bleach, alcohol, dyes, solvents, corrosives
• Colour change (discolouration) and dents due to prolonged usage and cleaning
• Intentional or accidental damage resulting from the misuse of the product - such as cutting into the material when opening the outer carton
• Products that do not have the manufacturer's original law tag

Our warranty protects you against damage that is the result of a manufacturing defect and is non-transferable from the original owner. Validity begins for 6 months from the date of delivery of the item.

This warranty does not cover or apply to:

• Normal wear and tear, normal everyday soiling, or commercial use
• Stains, moulds and damage caused by improper care, improper washing detergents, non-food related grease, inks, cosmetics, bleach, alcohol, dyes, solvents, corrosives
• Colour change (discolouration) and fabric pilling due to prolonged usage and washing
• Intentional or accidental damage resulting from the misuse of the product - such as cutting into the material when opening the outer carton
• Products that do not have the manufacturer's original law tag