Refund policy

Mom & Zoey: Official Returns, Refunds & Cancellations Policy (FAQ)

This guide provides everything you need to know about our returns, exchanges, and cancellations process.

Our policy is designed to be fair, transparent, and environmentally conscious — aligning with our promise to reduce waste and protect the planet.

Key Policies at a Glance

  • Return Window: 7 days from delivery for defective items or size exchanges.
  • Change of Mind: We do not accept returns for change of mind purchases.
  • Sale Items: All discounted items are final sale and cannot be returned or exchanged.
  • Cancellations: Orders can be cancelled within 12 hours of placement only if they have not yet been shipped. Once processed or dispatched, the order cannot be cancelled.


Frequently Asked Questions

1. How do I start a return or exchange?

To initiate a request, please email our customer support team at [Your Customer Support Email Address] within 7 days of receiving your order. Be sure to include your order number and the reason for the request. For defective items, please attach photos or a video.

2. What is your policy on returning an item if I change my mind?

We do not accept returns or offer refunds for change-of-mind purchases. Our returns are strictly limited to cases involving defective products, incorrect items sent, or size exchanges.

However, we value our customers. If you have a significant concern regarding your order, please contact our support team. We will always listen to your case and review it thoughtfully.

3. What should I do if my order is defective or incorrect?

If you receive an item that is damaged, faulty, or not what you ordered, please follow these steps:

  • Contact Us Promptly: Notify us via email within 7 days of delivery.
  • Provide Proof: Attach clear photographs or a short video showing the defect or the incorrect item.
  • Internal Review: Our quality assurance team will review your submission.
  • Resolution: If approved, we will schedule a free pickup of the item. A full refund to your original payment method will be processed within 7-10 business days after the item is received and inspected at our facility.

4. Can I exchange an item for a different size?

Yes, we offer a one-time size exchange per item, subject to stock availability.

If the size you request for an exchange is not in stock, we will issue you a store credit for the full amount of the item. This credit can be used for any future purchase and does not expire. We do not offer cash refunds for out-of-stock exchanges.

5. What are the requirements for a size exchange?

To be eligible for an exchange, the item must be in its original condition:

  • Unused, unwashed, and undamaged.
  • Have all original tags and packaging intact.
  • The exchange request must be submitted within 7 days of delivery.

6. Are sale items eligible for return or exchange?

No. All items purchased on sale or with a promotional discount are considered final sale and cannot be returned or exchanged. The only exception is if a sale item arrives defective; in that case, it is covered by our standard defective item policy (see question #3).

7. Who pays for the return pickup?

  • Defective or Incorrect Items: The pickup is free.
  • Size Exchanges: We provide one free pickup for the exchange per order.

8. What if I miss the 7- day request window?

We strongly recommend inspecting your order upon arrival and contacting us within the 7-day timeframe. Requests made after this period will be considered on a case-by-case basis, and approval is at the sole discretion of our team.

9. Can I cancel my order after placing it?

Yes, you can request a cancellation within 12 hours of placing your order — provided it has not yet been shipped.

To cancel, email us at support@momandzoey.com with your order number.

Once an order is processed or dispatched, it cannot be cancelled, modified, or refunded.

This policy helps us reduce waste from cancelled orders that may already be packed or in transit.

10. Our Commitment to Sustainability: Why Our Policy is This Way

Our return policy is a direct reflection of our commitment to sustainability. Every return journey creates a carbon footprint from extra transport and uses more packaging materials. By limiting returns to essential situations, we:

  • Guarantee Hygiene: Ensure every item you receive is brand new, fresh, and has never been in another home.
  • Reduce Waste: Minimize our environmental impact by reducing packaging and emissions.
  • Uphold Quality: Focus our resources on delivering perfect, safe, and high-quality clothing for your children.

If you have any other questions, please do not hesitate to contact our customer support team.