Exchange and return policy

The following are the details of the store's cancellation, exchange, and return policy, to ensure clarity of procedures and to protect the rights of all parties.

First: General Conditions

— The customer can request to cancel the order before the order processing begins or before the bill of lading is issued.
— The customer can only cancel the pre-order within 24 hours of placing it.
— After the order has been processed or the bill of lading has been issued and the shipment has been delivered to the shipping company, the order cannot be cancelled or modified.
— In case of a problem with the order (such as damage, shortage, or non-conformity), the customer must submit a clear report of the problem and attach clear photos or a video showing the condition, within a maximum period of 24 hours from the date of receipt.
— To accept a replacement or refund request (in cases accepted by the store), the product must be in its original condition, unused, and in its original packaging with all accessories and documents.
— Proof of purchase must be provided when requesting an exchange or return (order number, invoice, or payment notice).
— Marketing gifts, including discounts, codes or cards, are subject to their validity period, and a maximum of one year from the date of issue unless otherwise stated.
— The store has the right to cancel the order in the event of suspected fraud, a clear error in the order or pricing data, product unavailability, existing disputes, or an order that violates store policies. In these cases, the money will be refunded to the customer according to the procedures followed.

Second: Products that are neither exchangeable nor returnable

Replacement or refund requests cannot be accepted in the following cases:

Products that have been used, opened, or damaged due to misuse by the customer.
Products that have been modified, had their labels removed, or had their original packaging tampered with.
Promotional products or products purchased as part of special offers (unless they are damaged upon receipt or do not match the order).
Food products, in order to maintain safety and quality, with the exception of the following cases:

The product arrived damaged or defective during shipping.

Receiving a product that does not match the order

There is a clear lack of demand

Third: The exchange or return process

1
 Contacting Customer Service: The customer must contact customer service via email at [email protected] to submit a report or request, mentioning the request number, explaining the reason, and attaching the required photos.
2
 Order evaluation: The customer service team reviews the order and notifies the customer of its acceptance or rejection based on the conditions mentioned above.
3
 Return or processing procedures : If the request is accepted, the customer will be provided with appropriate instructions depending on the situation, and may include returning the product or simply proving the damage/error as the store deems appropriate.
4
 After the procedures are completed, the application is reviewed , the case is assessed, and it is confirmed that the report meets the requirements.
5
 Processing the request: After verifying the conditions, one of the following procedures is carried out depending on the case:

Product exchange with an identical product ; customer compensation according to store policy; refund via the payment method available through the store or payment platform.

Fourth: Observations

Processing exchanges or returns may take between 7 and 12 business days depending on the procedures of the shipping company, bank or payment provider.

Return shipping fees may be deducted from the refund amount, unless the problem was caused by a mistake on the part of the store or the product arrived damaged or non-conforming.

Momcha store reserves the right to refuse an exchange or refund request if the above conditions are not met.

Fifth: For communication

For any further inquiries, please contact customer service directly:

phone number +966535578177
e-mail [email protected]

Thank you for shopping at Momatcha store, and we always look forward to providing the best possible service.