Refund policy

Returns

Because our products are shipped directly from our fulfillment partners, we don't require physical returns — return shipping costs are prohibitively high. This means if there's a problem with your order, you keep the item, and we send you a refund or replacement instead.

You have 30 days after receiving your item to report a problem and request a resolution.

To start, contact us at momenorashop@gmail.com with:

  • Your order number / proof of purchase
  • A description of the issue
  • Clear photos or a short video of the item (and packaging, if relevant)

We'll review your evidence and let you know if a refund or replacement is approved — typically within a few business days.

Note: Since no physical item needs to be mailed back, there is no return address to send your item to. Do not ship items back to us without confirming with our team first, as unsolicited packages cannot be processed.

Damages and issues
Please inspect your order upon delivery and contact us immediately at momenorashop@gmail.com if the item is defective, damaged, or if you received the wrong item. Include photos/video so we can quickly verify and resolve it (refund or replacement, your choice, at no additional cost to you).

Exceptions / non-returnable items
Since no physical return is required, this mostly applies to eligibility for a refund/replacement rather than shipping items back. We're unable to offer refunds or replacements for:

  • Buyer's remorse or change of mind (item must be defective, damaged, or incorrect)
  • Sale items or gift cards
  • Issues reported more than 30 days after delivery

Exchanges
If you'd like a different item, contact us about your defective/incorrect item first — once approved, we'll issue a refund and you can place a new order for the item you want.

European Union 14-day cooling-off period
If your order was shipped into the EU, you have the right to cancel your order within 14 days of receipt for any reason, without justification. Contact us at momenorashop@gmail.com to request this — no physical return is required; a refund will be processed to your original payment method.

Refunds
Once your refund or replacement request is approved, refunds are typically issued to your original payment method within 5–10 business days. Please allow extra time for your bank or card provider to post the funds.
If more than 15 business days have passed since approval, contact us at momenorashop@gmail.com.