Refund and Returns Policy

Customer satisfaction is our highest priority. We understand that sometimes you may change your mind or a product may not meet your expectations. Below you will find out how to easily and quickly make a return or file a complaint at the Momaza store.

1. Returns (Withdrawal from the contract)

30 days to return

Every consumer has the right to withdraw from the sales contract and return goods without giving any reason within an extended period of 30 days (the statutory minimum is 14 days) from the day of receiving the shipment.

Acceptance conditions

The returned product must be in an undamaged condition (original tags, packaging). For hygiene articles (e.g., mother and baby products), a return is only possible if the original seal has not been opened.

Return cost

In the case of withdrawing from the contract without giving a reason, the cost of returning the product is borne by the Buyer. The Momaza store does not accept parcels sent cash on delivery.

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ATTENTION – Return address verification: Before sending the parcel back, please contact us at hi@momaza.com to receive the address of our warehouse in Poland. Please DO NOT send parcels to the sender address shown on the label – such shipments will not be collected.

2. Complaints (Product defect)

🛡️ 2-year liability (Warranty)

In accordance with Polish and EU law, we are liable for the lack of conformity of goods with the contract (physical or legal defects) for a period of 2 years from the moment the goods are handed over to the Buyer. If the product arrived damaged, non-functional, or faulty, you have the full right to file a complaint.

Complaint submission procedure:
To file a complaint, send a message to hi@momaza.com containing:

Order number.
Description of the defect or damage.
Photos or a short video showing the defect (this is necessary for the quick processing of the request).

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How complaints are handled: Every complaint will be processed within 14 days of its submission. If the complaint is accepted, we offer: a full refund, a free replacement with a new product, or a proportional price reduction.

3. Refunds

Refunds are made immediately, no later than within 14 days from the date of approval of the return or complaint. Money is refunded using the same payment method used by the Buyer (PayPal, payment card, BLIK, or Przelewy24).