When a baby is experiencing difficulties in drawing milk from the teat, this could be due to a blockage on either the teat hole or the anti-colic vent.

Blockages may occur if there are milk residues that have built up over time or if there is excess moisture left behind during the washing and/or sterilising process. In order to unblock the teat, use undiluted baby bottle detergent to massage the anti-colic vent with your fingers as well as the teat hole as this will assist in breaking down any milk residue.

You may refer to this video tutorial for a visual reference of our cleaning tips:
How To Clean Hegen's PCTO™ Bottle

Once done, ensure that the teat is thoroughly dried before usage by gently wiping it with a clean, sterile towel or tissue (especially if steam sterilisation has been applied).

Now you are ready to begin again!

Unfortunately, we are unable to ship the Electric Breast Pump internationally due to cross-border restrictions on electrical goods and the warranty of the device only covering local purchases.

However, if you are still interested in our Electric Breast Pump, do write in to us at cs@hegen.com and we will link you up with a retailer closest to your location.

Depending on your nipple measurement, there are compatible inserts that you may purchase to reduce the nipple tunnel (if the flange is too big) and Hegen adapters that will allow you to use other brands of flanges (if the flange is too small) with the Hegen breast pump.

You may wish to refer to our Flange Guide here for more guidance on nipple measurements and flange fittings.

Should you require more assistance, kindly write to us at cs@hegen.com and our Customer Experience Specialist will be able to help you with this.

Depending on the age of your baby, we would recommend getting started based on the following teat flow guide:

Teat FlowSuitable for useExtra Slow Flow (marked "0m+")From birthSlow Flow (marked "1m+")From the first monthMedium Flow (marked "3m+")From the third monthFast Flow (marked "6m+")From the sixth monthThick Feed (marked "Y")For thick or semi-solid feeds during the sixth month weaning stage

However, if you observe your child taking too long to finish a feed or displaying signs of fussiness, these may be signs to either replace or progress to the next teat option. Feel free to check in with us and we would be more than glad to provide you with some recommendations that are appropriate for your child's age and stage of development.

For safety and hygiene reasons, we recommend replacing your teats every 3 months and other accompanying parts such as the feeding bottles used for milk feeds every 6 months or at signs of wear and tear.

However, as our products are designed to grow with your child, you may convert your feeding bottles into snack or semi-solid cups to store purees and soup stock. Superb for the weaning phase and food prep, we say!

Depending on the frequency and intensity of use, we highly encourage mummies to replace their pumps (i.e. Valves, eCap & eDiaphragm, grey silicone seal) every 2-3 months or as soon as wear and tear is observed.

This is to ensure that the expression of milk will not be affected by worn out/used parts during the pump cycles.

Note: Avoid applying repetitive heat treatment to the silicone parts as this may cause premature ageing from the prolonged exposure to heat (and UV rays if a UV steriliser is used). We would recommend taking them out and storing them in a clean container once sterilisation has been completed in order to maintain the condition of the pump parts well. #hegencaretips

Welcome to the Hegen family! We are so glad you have chosen us to be a part of your breastfeeding journey. To allow us to continue assisting you with your breast pump, scan the QR code located at the back of the device.

Your product's serial number will either be displayed in a pop-up message or directly pre-filled within the warranty registration form (login to your your Hegen e-store account is required).

If you see a pop-up message with your serial number, you may wish to take a screenshot of it for ease of reference as you will be required to fill in the serial number during the registration process.

Simply fill up the warranty registration form, attach all required documents, and click "Register". You will receive a confirmation email containing the details of your warranty within 7 working days.

Now you are all set!

You may find our products stocked on our e-store at www.hegen.co.id 

Happy shopping!

At Hegen, we strongly believe that support is what makes the breastfeeding journey enjoyable and fulfilling for both mother and child.

If you believe you are experiencing an issue with our products, please reach out to us by dropping us a call at +62 811 9982 888 or email us at cs@hegen.co.id. A Customer Experience Specialist will be in touch with you very shortly!

Thank you so much for your interest in our trade-in programme! Our trade-ins are usually event specials and we are in the midst of planning for the next one. Do keep a look out on our HegenFacebookandInstagrampage for the latest updates and details!

The PPSU bottles can be sterilised as they are made of a high-performance PPSU material that is tough, durable and has a high-temperature resistance (up to 180°C).

All components should be completely taken apart to avoid different reactions of materials and to ensure a thorough sterilisation.

The bottles can be sterilised either via the boiling, steaming, ultra-violet ("UV") or sterilising tablet method.

Note: If a sterilising device is used, do ensure that the steriliser does not exceed 180°C.

The UV sterilisation method does not affect the quality of the product, however it may subject the product to premature aging. This is especially if the product has been repetitively subjected to heat treatment.

As such, we would recommend replacing products made of silicone every 2-3 months and other plastic parts every 6 months or at signs of wear and tear.

Yes, you need to register for an account to kickstart your first purchase with us. This facilitates subsequent purchases, and helps you track order status. If you haven't created an account, clickhereto create one now.

To use your discount code, simply enter it at the bottom of the Shopping Cart page or on the Review & Payments page (final page before placing your order).

Due to safety and hygiene reasons, we do not accept returns or exchanges unless the items purchased were defective.

Products which have been worn, used, damaged due to mishandling, sales/clearance items and customers change of minds are strictly not accepted.

We totally understand it can be confusing knowing which product is right for you! Our Customer Experience team would be glad to assist you with your needs and provide some useful recommendations on what you may consider.

The warranty period for your Electric Breast Pump covers one year from the date of purchase or baby's Estimated Due Date, whichever is later.

Welcome to the Hegen family! We are so glad you have chosen us to be a part of your breastfeeding journey. To allow us to continue assisting you with your breast pump, scan the QR code located at the back of the device.

Your product's serial number will either be displayed in a pop-up message or directly pre-filled within the warranty registration form (login to your your Hegen e-store account is required).

If you see a pop-up message with your serial number, you may wish to take a screenshot of it for ease of reference as you will be required to fill in the serial number during the registration process.

Simply fill up the warranty registration form, attach all required documents, and click "Register"! You will receive a confirmation email containing the details of your warranty within 7 working days.

Now you are all set!

In addition to the serial number of the Electric Breast Pump (retrievable by scanning the QR code at the back of the device), you will need to have your proof of purchase (receipt/invoice) and a notification letter or ultrasound scan containing your registered name and your baby's Estimated Due Date.

You will be required to attach a digital file for each of the above, so please ensure that you have it titled "[Your Name]_[Type of File]" for identification and verification purposes.

In light of the current COVID-19 measures, visits to the office are strictly by appointment only and walk-ins are not allowed. Please feel free to reach out to us atcs@hegen.co.id or via the chat box below to schedule an appointment with our Customer Experience team.

Our team will require 2 to 5 working days to assess and conduct a diagnosis on your products. Once the diagnosis is completed, our Customer Experience Specialist will be in contact with you regarding the details of the pump collection. Should you have any enquiries, do feel free to drop us a note atcs@hegen.comand we would be happy to assist you!