Refund policy
At MOMI, we want you to be happy with your purchase. Because we sell baby and children's products, we have specific return and exchange conditions to maintain product quality, hygiene, and safety.
By placing an order with us, you acknowledge and agree to the following policy.
1. Return & Exchange Window
Customers may request a return or exchange within 7 days of receiving the order.
After 7 days, we generally cannot accept return or exchange requests unless the issue is specifically covered by an applicable warranty or consumer protection requirement.
The item must meet all eligibility requirements listed below.
2. Eligible Returns & Exchanges
A return or exchange may be accepted if:
- The product was received damaged or defective.
- The wrong product was delivered.
- The product received is materially different from the product ordered.
- The product is unused, unopened, and in its original condition and packaging, where applicable.
For damaged or defective products, customers must contact us as soon as possible after delivery.
3. Unboxing Video Requirement
For products that are fragile, electronic, mechanical, or contain multiple components, we strongly recommend recording a continuous unboxing video from the moment the package is opened.
If a product is reported as damaged, missing parts, or incorrect, we may request:
- Unboxing video
- Clear photographs/videos of the product
- Photos of the outer shipping package
- Order number
- Any other information reasonably required to investigate the claim
This helps us distinguish shipping damage from damage that may have occurred after delivery.
Failure to provide an unboxing video does not automatically mean a claim will be rejected; however, it may make it more difficult for us to verify damage or missing components.
4. Products That Cannot Be Returned
For health, hygiene, safety, and resale reasons, the following products may not be eligible for return once opened or used:
- Personal-care and hygiene products
- Feeding products that have been opened or used
- Teething products that have been used
- Baby bottles, nipples, pacifiers, and similar products once opened/used
- Products with broken hygiene seals
- Used clothing or accessories where applicable
- Mattresses, bedding, or similar products where hygiene is affected
- Products that have been assembled, installed, modified, or used
- Products damaged through misuse, negligence, accidents, or improper installation
- Products returned without their original packaging, accessories, manuals, tags, or components where these are necessary to verify the product
Sale, clearance, promotional, or specially marked final-sale products may also be non-returnable.
5. Change of Mind
We do not accept returns simply because a customer has changed their mind after receiving or using a product.
If an unopened product is eligible for an exchange under our policy, we may offer an exchange or store credit at our discretion, subject to product availability and applicable law.
Any original delivery charges and return shipping charges may be non-refundable.
6. Product Must Be Returned in Original Condition
To qualify for an eligible return or exchange, the product must be:
- Unused
- Clean
- Undamaged
- In original packaging
- Complete with all accessories and components
- Accompanied by the original order information where available
Products showing signs of use, washing, installation, alteration, damage, or missing components may be rejected.
7. Return Shipping
If the mistake is ours:
If we confirm that:
- You received the wrong product, or
- The product arrived damaged/defective,
we will review the case and, where appropriate, cover the reasonable return shipping cost or provide an appropriate replacement/refund.
If the return is requested for another eligible reason:
The customer may be responsible for return shipping costs.
Original shipping charges are generally non-refundable, unless the return is due to an error on our part or applicable law requires otherwise.
8. Inspection Before Refund or Exchange
All returned products are subject to inspection.
Receiving a returned package does not automatically mean that a refund or exchange has been approved.
Once we receive the item, we will inspect its condition and verify that it meets the requirements of this policy.
If the returned product does not meet our return requirements, we may:
- Reject the return;
- Return the product to the customer at the customer's expense; or
- Offer an alternative resolution where appropriate.
9. Exchanges
Approved exchanges are subject to product availability.
If the replacement product costs more than the original product, the customer will be required to pay the difference before the replacement is shipped.
If the replacement product costs less, the difference may be issued as store credit or handled according to the applicable refund arrangement.
10. Refunds
If a refund is approved, it will generally be processed through the original payment method, where technically possible.
Refund processing time may vary depending on the payment method, bank, payment provider, and other processing times outside our control.
Any applicable return shipping, delivery, transaction, or other non-refundable charges may be deducted where permitted.
11. Cash on Delivery Orders
For Cash on Delivery orders, refusing or abandoning an order at the time of delivery is not considered a return.
If you have an issue with an order, please receive the package and contact us through our official support channel so that we can review the matter according to this policy.
Repeated refusal of COD orders may result in restrictions on future COD orders.
12. Missing Items / Incorrect Orders
If any item or component appears to be missing from your package, please contact us within 48 hours of delivery with photographs/videos of the package and its contents.
We will investigate the issue and, where appropriate, arrange the missing item, replacement, or another suitable resolution.
13. How to Request a Return or Exchange
To request a return or exchange, contact us at:
WhatsApp: +923030461281
Order Number: Required
Please include:
- Order number
- Customer name
- Product name
- Reason for return/exchange
- Photos/videos of the product
- Unboxing video, where available/applicable
Do not send any product back before receiving return instructions from our team.
Unauthorized returns may not be accepted.
14. Our Right to Reject a Return
MOMI reserves the right to reject a return or exchange request where the product does not meet the conditions of this policy, including cases involving:
- Used products
- Customer-caused damage
- Missing accessories or components
- Altered or modified products
- Signs of misuse
- Broken hygiene seals
- Returns submitted after the applicable return period
- Products that cannot reasonably be resold due to their condition
We will assess each eligible claim based on the available evidence and the circumstances of the order.
15. Manufacturer Warranty
Some products may include a manufacturer's warranty.
Where a manufacturer warranty applies, warranty claims may be subject to the manufacturer's specific terms, conditions, exclusions, and warranty period.
MOMI may assist customers in communicating with the manufacturer or supplier where appropriate, but we do not extend or create warranties beyond those expressly provided.
16. Consumer Rights
Nothing in this policy is intended to remove or restrict any mandatory consumer rights or protections that apply to your purchase under applicable law.
Where applicable law provides a customer with rights that differ from this policy, those legal rights will prevail.