Exchange and return policy

Return and Refund Policy – Mums Boutique

Thank you for shopping at our store, and we appreciate your trust. We always strive to provide you with a satisfying shopping experience, so please see our return and refund policy below:

First: Refund after receiving the order

The product to be returned is assessed before the refund process is approved, and returns are accepted only in the following cases:

• Receiving a damaged or defective product.
• Receiving a product different from the order or at the wrong price.

The evaluation process includes shipping fees and return fees, if applicable.

— If a refund request is declined due to the customer's card, the customer will be notified and provided with a screenshot of the error message displayed in the system. The customer can then resolve the issue with the card issuer, as the system's rejection of the refund is due to the customer's card type not supporting electronic refunds and the customer's bank's policy. We apologize for not being able to process bank transfers; the refunded amount will be credited to the customer's wallet and will be valid for 30 days from the date of creation.

Second: Conditions for submitting a refund request

To ensure your return request is accepted, please consider the following:

• Submit a return request within 48 hours of receiving the order.
• The product must be unused and in its original condition.
• The original packaging must be intact and unopened, with all accessories.
• In case of damage or shortage, you must provide us with a clear external image of the product, the external and internal packaging, and the bill of lading before we begin the procedure.
• The customer is responsible for packaging the returned product in a way that ensures it arrives at the store undamaged, and any damage resulting from poor packaging is the customer's responsibility.

In the event of receiving a damaged, incorrect, or damaged packaging product, the customer must comply with the following:

• Do not open or use the product.
• Simply photograph the condition of the shipment from the outside, including:
  • outer packaging
  • cartoon
  • bill of lading

If the customer opens the product without being asked or instructed by customer service,

This constitutes an acknowledgment of his acceptance of the product, and he forfeits his right to request a refund or replacement.

The customer may be directed by customer service to open the product if verification is needed.

Note: The store reserves the right to refuse a return request if the above conditions are not met.

Third: Cancel the request

Orders cannot be cancelled once they have been created, even if their status is under review.

Pre-order (reservation)

If the order includes a product that is unavailable at the time of purchase (pre-order), shipping will be based on the approximate date shown on the product page, which may vary by up to 3 weeks. The customer can exchange the product for other items.

Digital products and consulting:

Requests for consultations, digital products, or electronic files cannot be cancelled or refunded after the purchase is completed, due to their intangible nature and the fact that they can be accessed or used immediately after purchase.

Completing the payment process constitutes the customer's acceptance of this condition, while bearing the responsibility to ensure the suitability of the digital service or product before completing the purchase.

Product out of stock in customer order

If a customer's order includes a product that is currently unavailable, and the customer is contacted and informed of the out-of-stock status, and chooses to wait for restocking, the estimated availability time is approximate and may vary by up to three weeks. If the product is subsequently unavailable due to the agent or supplier's inability to provide it, the remainder of the order cannot be canceled. If the customer wishes to cancel the unavailable product after a certain period from the order date, the product's value will be credited to their account on the website only, as the electronic system does not support refunds after a specified period from the customer's order date.

If you order a package (product set) and one of its items is unavailable, the available items will be shipped, and the unavailable item will be refunded at its price within the package. If a discount code was used, or a discount was applied to the package, the refund amount will be calculated after applying the discount percentage to the unavailable item. The price of the unavailable item within the package will be calculated based on the proportional value of each item compared to the total original price of the package items before the discount. Promotional or additional gift items are not included in the refund process, as they do not have a separate price within the package.

Request refused

If the customer refuses to receive the shipment or does not cooperate with the shipping company, he is not entitled to a refund of the order value.

The order will be held for 6 weeks from the date it is returned to the store, and during this period the customer can request reshipment while bearing the full new shipping fees.

If the customer does not claim the order within the retention period, the store has the right to dispose of the order without any financial obligation to the customer.

If the customer wishes to exchange the product due to a change of mind only (and not due to a defect, damage, or error in the order), please note the following:

• The customer bears the full round-trip shipping costs.
• The customer is not entitled to a refund for the product.
• The customer has the right to exchange the product for another product of the same or higher value, and if the value is higher, the customer is obligated to pay the price difference.
• The product must be in its original condition, unused, and with its original packaging intact.
• The customer should check the list of products excluded from return or exchange, as any product included in this list cannot be exchanged.

Products that cannot be returned or exchanged

For health and safety reasons, we do not accept returns or exchanges on the following products:

• Products for personal use.
• Milk pumps, their accessories and spare parts.
• Baby bottles, nipples, and silicone products.
• Baby supplies that require direct contact.
• Dietary supplements.
• Foods and diuretics (drinks or foods).
• Products that are highly perishable.
• Products that expired while in the customer's possession.

The store reserves the right to refuse a return if the conditions are not met.

Returns Receipt Mechanism

• The return policy is issued after contacting customer service.
• The product must be packaged securely, have a shipping label attached to it, and be delivered to the shipping company within the specified timeframe.
• If the product does not meet the return conditions, it will be returned to the customer with the customer bearing the shipping fees.
• The product value, less shipping and return costs, will be refunded within 2–5 business days and via the same payment method.

compensation

The customer is entitled to request compensation within 24 hours of receiving the request in the following cases:

• Receiving a damaged product.
• One of the products in the shipment is missing.

To consider any claim relating to damage, shortage or error in the products received, the customer must provide the store with a clear and continuous video starting from the moment the shipment is received sealed, showing the bill of lading, then the process of opening the outer bag or carton, and opening the products completely without any pause or modification in the filming.

The store reserves the right to reject any claim if the requested video is unavailable, incomplete, or does not adequately show the condition of the shipment and products to verify the claim. The customer will be compensated exclusively by crediting the compensation amount to their store wallet; no refund will be issued to the original payment method.

If compensation is approved, the customer has the right to replace the damaged or missing product with another product of the same or higher value, paying the difference if any. The customer is not entitled to a financial refund in this case.

Products sensitive to shipping:

A number of products are sensitive to shipping due to their manufacturing packaging. This includes weak adhesives, flimsy cardboard, and poorly sealed (leaky) containers. These issues are beyond our control, and we disclaim any liability for damage to these products during transit. Some examples (but not limited to) include: Tax and certain Spectra products.

International Orders

Please note that international orders may be subject to customs duties or local taxes levied by the authorities of the receiving country. These charges are the customer's responsibility and are payable upon delivery. The store is not liable for these charges or any delays resulting from them.

Contact us

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e-mail:

[email protected]