Return and Refund Policy
Free 14-day Returns
We will give you a refund, as long as your returned Products meets the terms and conditions described below.
This “good faith” returns policy is offered in addition to the rights you may have under the law. Nothing in this Returns Policy is intended to affect any consumer rights that you may have under UAE law.
By original condition we mean:
- You have kept all original packaging and labels in good condition and the Products can be resold at full price.
- You have not used the Products.
How do I return my order?
- If you have an existing account with Mom Store you can process a return request via “My account”. If you have purchased your order as a guest, please email us at firstname.lastname@example.org or call us on 800-MOMS (800-6667) and a member of our customer service team will be happy to support you with your return request.
- Our 3rd party logistics carrier will collect the product(s) from you within 2-3 business days.
Once your return request has been processed and approved you will receive your refund via the following methods:
- Where purchases are made through Credit Card : Refund will be via Credit Card
- Where purchases are made through Debit Card: Refund will be via Store Credit
- Where purchases are made through Gift Card: Refund will be via Store Credit
- Where purchases are made through Cash on Delivery: Refund will be via Store Credit
- Mom Store will process your Credit Card refund within 2 to 3 business days; however, refunds may take up to 14 working days to reflect in your account depending upon your bank. For refunds via Store Credit you can check your refund in your Momstore Account, select “My account” and go to “Store Credit” option to check your refund.
- If you purchased your order as a guest you will receive your refund as a Mom Store Gift Card.
- Please note that if an incorrect Product is handed over by you to our delivery service partner, we shall not be responsible for any loss/damage/theft caused to such incorrect Products while in transit or otherwise.
- If you qualified for free shipping during your original order, you will not be charged any further shipping charges if you return all or part of that order. Please note that all Shipping charges, Cross Border Charges and COD charges are non-refundable.
- If you choose to return any Products to us, we will not be responsible for any loss or damage to them in transit and, for this reason if returned Products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.
- We don’t offer exchanges where Products are not defective. You can, however, order the Products again and return the one you don’t want.
- Please return your purchase in resaleable condition in its original packaging with your original receipt. Please make sure that the Products are properly packed when you are returning it. Any Products returned without original receipt will be rejected. Please note, all the Products’ packaging and certificates of authenticity, grading, and appraisal must be returned with the Products. Any Products that have been resized, damaged or otherwise altered after delivery will be rejected.
- All Products are inspected when we get them back to determine whether they are in original condition or otherwise eligible for a refund.
- If any or all the Products that were originally part of an order placed using a Gift Card are returned, refund can be availed via store credit or as a new gift card for guest users. For Products purchased via Promotional Codes, refund can be availed via store credit or as a new gift card for guest users less the value of the Promotional Code. The benefit of the Gift Card or Promotional Code will also not be included in the refund.
- If the Products returned are part of any free offer such as Buy 2 get 1 free or Buy 1 get 1 free (“Bundle Offers”), all the Products related to the Bundle Offer have to be returned, as they have been purchased as part of a group offer.
We will process your return and issue a refund with applicable deductions as detailed below:
What Products can’t be returned?
The following Products won’t be eligible for a refund (unless faulty or not as described):
- Products you received over 14 days ago.
- Products that are not in their original condition.
- Products that have been opened or unsealed (other than where necessary to inspect).
- Products without original packaging or labels.
- Products that have been used or damaged by you or are not in the same original condition as you received them.
- Consumable Products which have been used or installed.
- Perishable Products or Products which have an expiry date.
- Products that fall under specific categories, such as sealed, and hygiene related, and personal care products, and certain baby products (e.g. teethers, diapers, baby wipes, hygiene tissues, feeding related products, etc.). For hygiene reasons, no refund or exchange will be made on such Products.
- Personalized Products which you requested to be designed on a custom made order request, especially for you.
- Products purchased by you which were on sale that are not defective in any way, or are tagged sold “as is”.
- Damaged Products due to misuse or showing signs of wear and tear, even if they are still under warranty period.
- Products that have been assembled, used, altered or installed.
Please note that if you return Products that do not fall within the Returns Policy that is described above or if you don’t have proof of purchase, we are unable to process a refund, so please keep your receipt or order confirmation safely.
We want you to be satisfied with your purchase, and so if for any reason you are not completely satisfied, we will refund your purchase within Fourteen (14) days as of the date you receive your order. This “good faith” refund policy is offered in addition to rights you may have under the law.
Once your return has been processed or in cases where you have chosen to cancel the order before dispatch, we will issue a refund. We issue the refund to the payment method that you chose when you made your order (except for Gift Card and Cash on Delivery payments).
The return and refund processing times are a minimum of 2-3 weeks. You will receive a confirmation by e-mail. If you have paid with credit card or other payment service providers, it can take some days for the money to appear in your account and the time it takes usually depends on your bank.
Please see our Terms of Sale for more information on our refund policy and process.If you think that we have provided you with an incorrect refund, please contact us immediately on 800-MOMS (800-6667) (Sat-Thu 9.00am - 6.00pm) (UAE).