Refund & Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept

products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

- Gift cards
- Downloadable software products
- Some health and personal care items

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

- Book with obvious signs of use

- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.

- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

- Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at admin@themomoco.co.za

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at admin@themomoco.co.za and collection will be arranged.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should call us on to arrange collection or send an email to: admin@themomoco.co.za

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Additional Terms: Certainly! Here's a generic refund and cancellation policy tailored for a South African e-commerce gifting website.

Additional Considerations for Refund and Cancellation Policy for The Momo Co.

Effective Date: 1 August 2025

1. Customer Cancellations Prior to Dispatch
Customers have the right to cancel their order within [specify timeframe, e.g., 24-48 hours] of placing it, provided the order has not yet been dispatched. To cancel an order, customers should contact us immediately at [contact email/phone]. Once the order has been shipped, cancellation is no longer possible.

2. Refund Processing Timeframe
Refunds will be processed within 14 days of receiving the returned item and completing the inspection. Refunds will be issued to the original payment method used at purchase.

3. Damaged or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of receipt with clear photos of the issue. We will arrange for the return of the item and will either replace it or issue a full refund, including shipping costs.

4. Items Not Eligible for Refund
Personalized, customized, or special order items are not eligible for refunds unless they are faulty or damaged upon receipt.

5. Refund Delay Due to Payment Processing
Please note that it may take up to 7 business days for refunds to appear in your bank account or payment provider, depending on their processing times.

6. Initiating Refunds or Cancellations
To request a cancellation or refund, customers should contact us via email at [your email] or call [your phone number] with their order details.

7. Contact Us

For questions or to request a cancellation or refund, please contact us at:

The Momo Co (Pty) Ltd.

Email: admin@themomoco.co.za

Phone number: 0726235289

Refund and Returns Policy