Return & Refund Policy

Last Updated: July 29, 2026

Thank you for shopping with Momantee.

This Return & Refund Policy applies only to purchases made directly through https://momantee.com.

1. Standard Returns

Standard returns apply when you no longer want an eligible item and the request is not related to missing pieces, shipping damage, a product defect, or an incorrect item.

We accept standard return requests within 30 days of delivery.

To be eligible for a standard return, the item must be:

  • Unused;
  • Unassembled;
  • In its original packaging;
  • Complete with all pieces, manuals, accessories, and packaging materials;
  • Accompanied by a valid order number or proof of purchase.

Standard returns requested after 30 days of delivery may not be accepted.

2. Non-Returnable Items

We do not accept returns for:

  • Opened or assembled Momantee pieces, unless there is a verified defect or missing piece issue;
  • Items damaged due to misuse, improper assembly, excessive force, or normal wear and tear;
  • Items missing pieces due to customer handling;
  • Items not in original packaging;
  • Clearance or final sale items;
  • Gift cards;
  • Scent cards or fragrance cards sold separately once opened, unless they arrive damaged, defective, or incorrect;
  • Personalized or customized products, including custom greeting cards or personalized message cards;
  • Products purchased from third-party sellers or unauthorized resellers.

If a returned item does not meet our return conditions, we may reject the return or issue a partial refund at our discretion.

3. Missing Piece Requests

A missing-piece request applies when one or more parts needed to complete your Momantee piece are absent. It is handled separately from a standard return and from a claim for a damaged, defective, or incorrect product.

Submit the replacement-pieces request form within 30 days of delivery.

Please include:

  • Your order number;
  • Product name or SKU;
  • Instruction step or page number, if available;
  • Part number, if available;
  • Photos of the product or affected area, if helpful;
  • A clear description of the issue.

Approved replacement-piece requests are provided at no charge, subject to verification and availability. Availability may vary by product, inventory, manufacturer supply, and shipping destination.

4. Damaged, Defective, or Incorrect Items

This process applies when the product or its pieces arrive damaged, show a defect, or do not match the item ordered. It is separate from a missing-piece request and from a standard return based on customer preference.

Contact service@momantee.com within 30 days of delivery. If damage affects individual assembly pieces, you may use the replacement-pieces request form.

Please include:

  • Your order number;
  • Photos of the product and packaging;
  • A clear description of the issue.

After reviewing the request, we may offer replacement pieces, a replacement item, a partial or full refund, or another suitable solution. We may request photos, video, or additional information before approving a resolution.

5. How to Start a Return

To request a return, please contact us at:

Email: service@momantee.com

Please include:

  • Your order number;
  • The item you want to return;
  • The reason for return;
  • Photos of the product and packaging.

If your return is approved, we will send you return instructions and the return address.

Please do not send items back without contacting us first. Unauthorized returns may not be accepted.

6. Return Shipping Costs

For returns due to customer preference, including:

  • Changing your mind;
  • Ordering the wrong item;
  • No longer wanting the product.

The customer is responsible for return shipping costs.

For returns caused by our error, such as a wrong item or verified defective product, we will cover the return shipping cost or provide another suitable solution.

Original shipping fees are non-refundable unless the return is due to our error or required by law.

We recommend using a trackable shipping service.

Momantee is not responsible for returned packages that are lost, delayed, damaged, or delivered to the wrong address by the carrier.

7. Return Inspection and Refunds

Once we receive your return, we will inspect the item to confirm that it meets our return conditions.

If approved, your refund will be issued to your original payment method.

Refunds are typically processed within 5–10 business days after we receive and inspect the returned item.

Your bank, credit card company, PayPal, Shop Pay, or other payment provider may require additional processing time.

Shipping fees, shipping insurance, customs duties, taxes, and other non-product charges are non-refundable unless required by law or unless the return is due to our error.

8. Exchanges

We do not guarantee direct exchanges.

If you want a different product, color, or style, we recommend returning the eligible item and placing a new order.

For defective, damaged, missing-piece, or wrong-item cases, we may offer a replacement instead of a refund when appropriate.

9. Order Cancellations

Orders may be canceled before they are processed or shipped.

Once an order has been processed, packed, or shipped, we may not be able to cancel it.

If the order has already shipped, it must be handled according to our return process.

To request cancellation, please contact:

Email: service@momantee.com

10. Address Errors, Refused Packages, and Undeliverable Orders

Please make sure your shipping address is complete and accurate before placing your order.

Momantee is not responsible for delivery failures caused by:

  • Incorrect addresses;
  • Missing apartment or unit numbers;
  • Incorrect postal codes;
  • Unreachable recipients;
  • Refusal of delivery;
  • Failure to pick up the package;
  • Carrier inability to deliver due to customer-provided information.

If a package is returned due to an incorrect or incomplete address, refusal of delivery, or failure to pick up the package, any refund may be reduced by:

  • Original shipping costs;
  • Return shipping costs;
  • Carrier fees;
  • Handling fees, where permitted by law.

11. Lost, Stolen, or Delivered Packages

Once a package is marked as delivered by the carrier, responsibility transfers to the recipient, except where otherwise required by applicable law.

If you cannot locate a delivered package, please check:

  • Household members;
  • Neighbors;
  • Building management;
  • Mailrooms;
  • Front desk staff;
  • The shipping carrier.

We will do our best to help investigate using available tracking information, but Momantee is not responsible for packages lost or stolen after confirmed delivery.

12. International Orders

If international shipping is available, customers are responsible for:

  • Customs duties;
  • Import taxes;
  • Brokerage fees;
  • VAT;
  • Other country-specific import charges.

These charges are not collected by Momantee and are non-refundable.

If an international package is refused, abandoned, or returned due to unpaid customs fees, import taxes, or failure to complete customs clearance, any refund may be reduced by shipping costs, return costs, customs charges, carrier fees, or handling fees where permitted by law.

13. Product Color, Size, and Assembly Notice

We do our best to display product colors, sizes, piece counts, and details accurately.

However, colors may vary slightly due to:

  • Screen settings;
  • Lighting;
  • Photography;
  • Production differences.

Momantee pieces require assembly.

Finished results may vary depending on assembly.

Minor color variation, normal mold marks, or slight packaging wear that does not affect product use may not qualify as a defect.

14. Small Parts Safety Notice

Momantee pieces contain small parts and are not suitable for children under 3 years old.

Some products may be recommended for ages 14+ or adult collectors.

Please review the product page and packaging before purchase.

15. Your Legal Rights

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

Where required by law, Momantee will comply with applicable legal obligations regarding:

  • Returns;
  • Refunds;
  • Replacements;
  • Defective products;
  • Delayed shipments;
  • Consumer rights.

16. Contact Us

If you have questions about returns, refunds, missing pieces, damaged parts, or order issues, please contact us:

Momantee

Email: service@momantee.com

Website: https://momantee.com