GENERAL ENQUIRIES
Why is my baby unable to suck milk from the teat ?
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!
Why can't I ship Electric Breast Pump internationally?
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.
What can I do when the flange size does not suit me?
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.
What is the appropriate teat size for my baby ?
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.
SHOPPING
Do I need an account to make purchases ?
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.
How do I use my discount code ?
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).
Can I amend or cancel my order after confirming it ?
We sincerely apologise that confirmed orders cannot be amended or cancelled. You may contact the Hegen team via the live chat below or on our Contact Us page should you need to communicate any additional information regarding your order.
Exchange & Returns
I am interested to have my products exchanged, how may I do so?
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.
How do I ensure I make the right purchase?
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.
What should I do if the product is faulty/damaged upon unboxing?
Oh dear! We are sorry to hear that - if you believe you have received a faulty or damaged product, do alert us as soon as you can. Our Customer Experience team would be able to assist you with conducting an exchange on the product and you will be well on your way! Do ensure that the product does not undergo any cleaning or sterilisation process so that we are able to understand what went wrong :)
WARRANTY
How long is my warranty for the Electric Breast Pump and when does it start?
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.
How do I register for my warranty?
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!
What do I need when I register for my warranty?
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.
What if I need assistance with my Electric Breast Pump? Can I come down to your office?
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.idor via the chat box below to schedule an appointment with our Customer Experience team.
How long does it take to drop in my pump and when can I get it back?
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!
What does my warranty cover?
The Electric Breast Pump covers defects in the pump device's materials and manufacture.
However, the warranty does not cover damage caused by:
Misuse, abuse, negligence or accident howsoever caused;Improper storage;Unauthorised disassembly, repair, alteration or modification of the product or components;Failure to comply with the operating instructions of the device or components supplied with the product;Normal wear and tear;Overflowing of liquid (water/ milk entry) into the Electric Breast Pump; andMisplacement or theft of the Electric Breast Pump or parts