Order cancellation
We understand that plans can change! If you need to modify or cancel your order, you have a 12-hour window from the time of purchase to do so. Here’s how:
- Contact Us Immediately: The sooner, the better! Reach out to our customer service team with your order details at support@momsgem.com.
- Change or Cancel: Let us know exactly what changes you need or if you wish to cancel your order.
Please note: Once the 12-hour period has passed, we’re typically unable to make changes or cancel your order as it may already be in the processing stage
Refunds
Your satisfaction is our #1 priority. We want you to shop with confidence. That’s why we proudly offer an absolute satisfaction guarantees that ensure you’ll receive your item on time and as described.
Our highest priority is to make you happy, so everyone who shops on momsgem.com receives the following guarantees:
- Full Refund for Non-Receipt: If you don’t receive your order, you’re eligible for a full refund. However, in case a package is delivered (based on tracking number update) but you did not receive the item, your must first submit a claim to the shipping carrier directly.
- Full Refund for Late Arrival: If your order doesn’t arrive within the guaranteed time frame (45 days) and there’s no notification from the company regarding any delays, you’re entitled to a full refund.
- Refund for Item Discrepancy: If the item you receive is not as described, you can receive a full or partial refund. You must submit a photo evidence within 15 days of receipt of your order.
Refunds are not available under the following circumstances:
- Order Issues Within Your Control: If your order doesn’t arrive due to factors within your control, such as providing the wrong shipping address, you won’t be eligible for a refund.
- Exceptional Circumstances Beyond Control: If your order doesn’t arrive due to exceptional circumstances outside of the company’s control, such as customs issues or natural disasters causing delays, refunds may not be available.
* You must report issues with your order or submit refund requests within 15 days after receipt of your order or on the expiry of guaranteed period of delivery (after 45 days in case you didn’t receive your order). Otherwise you agree that the product is deemed delivered and satisfactory.
* Once your refund request or return is submitted and approved, we shall notify you by email and thereafter expect your refund within 15 days.
Returns/Exchanges
We stand behind everything we sell. If you are not satisfied with your purchase, you can return it for a replacement or refund.
* Please notify us about your intentions of return/exchange within 15 days of delivery at support@momsgem.com
We accept returns within 30 days of delivery under the following conditions:
- The item must be returned in its original, undamaged condition.
- The item must be returned in its original packaging. If the original packaging is too damaged to be shipped back, a similar sized box must be used for return shipping.
- If the item was originally delivered disassembled, it must be returned disassembled.
- While returning the product, you must provide a tracking number.
- Customers are responsible for return shipping costs.
Returns due to our Mistake/Defective Product
In the event of mistakes with your order or if items arrive defective or damaged upon receipt, you are required to submit a photo evidence within 15 days of receipt of product, then, we will rectify the situation by:
- if applicable, send you replacement parts or accessories to fix any issues with your order.
- if the item is defective or damaged beyond repair, we will replace it with a new one.
- if neither of the above options is feasible, you will receive a refund for the defective or damaged item.
In such cases, there will be no return shipping charges incurred by the customer.
* If for any reason you would like to exchange your product, perhaps for a different size in clothing, please, contact us first at support@momsgem.com and we guide you through.
