Returns Policy

At MomsBaby we want you to enjoy the shopping experience as well as the products you purchase from our different vendors. If you are therefore not completely satisfied with your purchase, you are welcome to return the product to the vendor you bought it from and the vendor will either repair/replace it, or MomsBaby will provide you with a refund into the account you bought the product from, this is however subject to the below terms.

Unfortunately we do not accept returns of any on sale items or custom made items, unless it is defective. Also note that all shipping fees are non-refundable.

This Policy forms part of the MomsBaby Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

Returns Application Process

Once the product has been delivered or collected by yourself, you have 7 days to send us an email at hello@momsbaby.co.za to apply for the exchange/credit/refund of your product. Please allow 1-2 business days for us to respond to this request. Thereafter we could possibly require another 1-2 business days to get a response from the vendor after which we will provide you with final feedback.

Please note that following information should be included in your mail:

  1. Your order number
  2. Date of delivery
  3. Reason for return/exchange request
  4. Photo of the product, especially if the product is damaged or defective.
  5. Your physical address

Once your item has been approved by MomsBaby to be sent to the vendor for further and final return/exchange approval, you need to ship the product via the courier of your choice, or if you prefer MomsBaby can arrange for the collection and delivery of the product at your cost, except for instances where the terms below specify otherwise. Should the courier be charged for your account and MomsBaby needs to arrange the courier, an invoice will be sent to you to be paid for prior to MomsBaby arranging the courier. All items needs to reach the vendor within 10 business days of MomsBaby’s initial approval of the return/exchange request.

Please ensure to obtain a tracking/waybill number as we cannot be held liable for any parcel that did not reach us. We will be unable to refund any parcel we did not receive back. We only accept courier deliveries straight to our door and do not collect parcels from other points. So be sure to use a courier that does this. Services such as Postnet and Pep Paxi are therefore excluded as options.

MomsBaby reserves the right to treat each query on a case by case basis and has the right to make a decision based on the available information. This decision will be at the sole discretion of MomsBaby and the Vendor and no debate will be entered into. The decision may or may not include penalties based on each unique circumstances. No refunds or exchanges will be processed until such time as we are satisfied that we have a full understanding of the circumstances surrounding the damage.

We reserve the right to impose penalties if the goods are not returned with all original packaging or the goods have been used while in your possession.

If a package is refused upon delivery, the customer will be responsible for all shipping charges incurred for the return of the item. Charges will be applied to any refund due to refusal. 

Reasons for the return of your products could include:

1: Unwanted products/changed your mind

You can return an unwanted product to us, provided that:

  • it is undamaged and unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
  • it is not missing any accessories or parts;
  • you send a mail to MomsBaby as per the abovementioned Returns Application Process within 7 days from delivery/collection.
  • it is not one of the products listed below:
    • a digital product such as an eBook, audio or other digital download;
    • an audio or video recording or computer software that has been unsealed;
    • a newspaper, periodical or magazine;
    • a foodstuff, beverage or other product intended for everyday consumption;
    • a nursing or maternity product, an infant bottle, infant feeding product or bottle accessory that has been unsealed, including (but not limited to) breast pumps, bottles, teats, soothers/pacifiers, formula, maternity underwear, nappies and wipes;
    • a beauty product or fragrance which has been used;
    • an intimate product, lingerie, swimwear, bodysuit, underwear or jewellery for piercings, which for hygienic and public health reasons may not be returned; or
    • a product which has been personalised for you or made to your specifications; or
    • a flatpack furniture product that has been assembled after delivery.

You can send the product to the vendor you bought the product from via a courier of your choice, or we can organise shipment thereof on your behalf at your cost (an invoice will be sent to you for payment before collection will occur by the courier). Once the vendor has  inspected the product and validated your return, MomsBaby will refund you the purchase price of the product within 10 days of the return.

2: Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery, please notify us within 7 days of such delivery by following the abovementioned Returns Application Process.

MomsBaby will arrange to collect the product from you at no charge. Once the vendor has  inspected the product and validated your return, the vendor will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or MomsBaby will provide you with store credit ( or refund you the purchase price of the product).

3: Defective products

We do our best to ensure that the products we deliver to you are of a high quality,  and in good working order and without defects. If you find that you have a defective product, please notify us within 7 days of such delivery by following the abovementioned Returns Application Process.

MomsBaby will arrange to collect the product from you at no charge. Once the vendor has  inspected the product and validated your return, the vendor will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or MomsBaby will provide you with store credit ( or refund you the purchase price of the product).

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section 3:

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product; and
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

4. Lost or Damaged Items

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with us at hello@momsbaby.co.za in order for us to file a claim.

Please save all packaging materials and damaged goods before filing a claim.

Process for parcel damaged in-transit

We will process a replacement as soon as the courier has completed their investigation into the claim.

Process for parcel lost in-transit

We will process a replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

We are not responsible for mis-delivery errors via carrier, or incorrect shipping info.

5. Want to exchange?

Fashion products can be exchanged for a different size or colour variation, provided that such variation is available. Please notify us within 7 days of your wish to exchange the product by following the abovementioned Returns Application Process. Courier costs to the vendor and back to you will be for your cost.

6. Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us per the abovementioned Returns Application Process and MomsBaby will collect the product from you at no charge. If the product is missing any accessories or parts, upon inspection by the Vendor you might not qualify for a full exchange or refund, and could possible only qualify for a partial refund.  Once the vendor has inspected the product and validated your return, MomsBaby will at your choice arrange for delivery of the correct product to you as soon as possible (if the correct product is available); or provide you with store credit or refund you with the purchase price of the product within 10 days of the return.

Products which you can’t return:

Unfortunately we do not accept returns of products which falls into the below categories:

  • Products on sale
  • Custom made items
  • a digital product such as an eBook, audio or other digital download;
  • an audio or video recording or computer software that has been unsealed;
  • a newspaper, periodical or magazine;
  • a foodstuff, beverage or other product intended for everyday consumption;
  • a nursing or maternity product, an infant bottle, infant feeding product or bottle accessory that has been unsealed, including (but not limited to) breast pumps, bottles, teats, soothers/pacifiers, formula, maternity underwear, nappies and wipes;
  • a beauty product or fragrance which has been used;
  • an intimate product, lingerie, swimwear, bodysuit, underwear or jewellery for piercings, which for hygienic and public health reasons may not be returned; or
  • a product which has been personalised for you or made to your specifications; or
  • a flatpack furniture product that has been assembled after delivery.

Shipping fees are non-refundable in all circumstances.

Store Credit:

If MomsBaby provides you with vendor store credit, it will be in the form of a coupon code for the applicable amount, valid for a period of 6 months.