Refund policy

At We MOM™, we carefully inspect and prepare every order before it is shipped. If there is an issue with your order, we're here to help. Our policy is designed to make the replacement process simple and straightforward.

1. Replacement Eligibility

We may provide a replacement when:

  • You receive a damaged or defective product.
  • You receive the wrong product, size, color, or variation due to an error on our part.
  • Your order arrives with an issue that prevents the product from being used as intended.

To be eligible, please contact us within 3 days of delivery.

Items must be in their original condition unless the issue itself involves damage or a defect.

2. How to Request a Replacement

Please contact our customer support team within 3 days of receiving your order.

Include:

  • Your order number
  • A brief description of the issue
  • Clear photos or videos showing the product and the issue
  • Photos of the packaging when relevant

This information helps us review your request and arrange the appropriate solution as quickly as possible.

3. Replacement-First Resolution

When an eligible issue is confirmed, We MOM™ will generally provide a replacement rather than a refund.

We may ask you to provide photographs or other information before approving a replacement.

Once approved, we'll provide instructions for the replacement process.

4. If a Replacement Is Unavailable

If the same product or variation is unavailable, we may offer an alternative solution, such as:

  • A replacement with an available equivalent product
  • Store credit
  • A refund

The appropriate resolution will depend on the circumstances and product availability.

Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable law.

5. Incorrect or Damaged Orders

If you receive an incorrect or damaged item, please do not discard the product or packaging before contacting us.

We may require photographs or other evidence to verify the issue.

If the issue is confirmed to have resulted from our error or a product defect, we will provide an appropriate replacement solution at no additional product cost.

6. Size-Related Issues

Please carefully review the size chart on the product page before ordering.

If you select the wrong size, we may offer a replacement or size exchange depending on the circumstances and product availability.

For hygiene reasons, products that have been worn, washed, altered, or otherwise used may not be eligible for size-related replacement.

Customers may be responsible for applicable shipping costs associated with size-related exchanges or replacements unless otherwise stated.

7. Change-of-Mind Orders

We currently do not offer replacements solely because you have changed your mind or no longer want the product, except where required by applicable law.

Please review the product description, sizing information, and specifications carefully before placing your order.

8. Hygiene & Product Condition

For hygiene reasons, certain products may not be eligible for replacement once they have been worn or used, except where the product is defective or otherwise qualifies for a remedy under applicable law.

This may include:

  • Products that have been worn
  • Products that have been washed
  • Products that have been altered or damaged after delivery

9. Replacement Shipping

For an approved replacement resulting from an incorrect, damaged, or defective item caused by our error, We MOM™ will generally cover the applicable replacement shipping arrangements.

For size-related or other customer-requested replacements, shipping costs may apply.

10. Replacement Processing

Once your replacement request has been approved, we'll provide the next steps.

Replacement delivery times may vary depending on the product and destination. You will receive tracking information when available.

11. Refunds

Our standard resolution is replacement first.

However, if a replacement is unavailable, cannot reasonably resolve the issue, or a refund is required under applicable law or payment-provider requirements, we may issue a refund to the original payment method.

12. Contact Us

If you experience an issue with your order, please contact us through our Contact Us page within 7 days of delivery.

Please include your order number and relevant photos or videos so we can review your request efficiently.

We MOM™ reserves the right to review replacement requests individually and update this policy when necessary, subject to applicable law.