Refund policy

Refund, Return & Exchange Policy

At The Moms Darling Baby Shop, we want customers to receive the correct product in good condition and to clearly understand the exchange and refund conditions before purchasing.

Return, exchange, and refund eligibility depends on the product category, condition of the product, and reason for the request.

Exchange Window

Eligible products may be considered for exchange if the request is raised within 3 days from the date of delivery.

An exchange request does not automatically guarantee approval. All requests are subject to verification and the eligibility conditions stated in this policy.

Conditions for an Eligible Exchange

To be considered for exchange, the product should generally be:

• unused;
• unwashed;
• unopened, where applicable;
• in its original sealed condition;
• in its original sealed packaging;
• with all original tags, labels, and seals intact;
• complete with all accessories, manuals, warranty cards, and promotional items supplied with the product; and
• accompanied by valid order or invoice details.

Products that show signs of use, installation, assembly, washing, damage, alteration, or missing packaging or components may not be accepted for exchange.

Non-Returnable and Non-Exchangeable Products

For hygiene, safety, and consumable-product reasons, certain products are generally non-returnable and non-exchangeable once delivered, except where the product received is damaged, defective, incorrect, or incomplete and the claim is approved.

Non-returnable and non-exchangeable categories may include, but are not limited to:

• baby food and food products;
• infant formula and nutritional products;
• opened personal-care products;
• opened hygiene products;
• diapers;
• wipes;
• breast pumps;
• breast-pump accessories and replacement parts;
• nursing or feeding products where hygiene seals have been opened;
• pacifiers, teethers, and similar hygiene-sensitive products once opened;
• underwear or intimate-use products;
• products customised, personalised, or specially ordered for the customer; and
• products specifically marked as non-returnable or non-exchangeable on the product page.

Product-specific eligibility shown on the product page will also apply.

Change of Mind, Size, or Colour Exchange

Where an eligible product is being exchanged because of a change of mind, colour preference, size preference, or another reason not caused by an error from The Moms Darling, the customer will be responsible for applicable logistics charges.

These charges may include:

• reverse-pickup or return-shipping charges;
• re-delivery charges;
• additional packing or handling charges, where applicable; and
• any difference in the price of the replacement product.

Exchange approval is also subject to availability of the requested replacement product.

Damaged, Wrong, or Missing Product

If a customer receives a damaged product, wrong product, incomplete product, or a shipment with missing items or accessories, the issue must be reported within 24 hours of delivery.

Claims reported after 24 hours may not be accepted.

Mandatory Unboxing Evidence

For damaged, wrong, missing, or incomplete-product claims, customers must provide adequate evidence for verification. This should include:

• a continuous and uncut 360-degree unboxing video;
• video showing the sealed parcel before opening;
• the complete opening and unpacking process, without cuts or pauses;
• clear photographs of the outer packaging;
• a clear photograph of the courier or shipping label; and
• clear photographs or video showing the damaged, wrong, or missing product or component.

The Moms Darling reserves the right to reject claims where sufficient evidence is not provided or where the available evidence does not establish that the issue existed at the time of delivery.

If The Moms Darling Is at Fault

If an approved claim confirms that an incorrect product was supplied, a product was incomplete, or the product was damaged during transit or due to an error attributable to The Moms Darling, we will provide an appropriate resolution.

Depending on the circumstances and product availability, the resolution may include:

• replacement of the product;
• replacement of the affected component;
• exchange;
• store credit; or
• refund, where appropriate.

Once the claim is approved, The Moms Darling will bear reasonable return and replacement logistics charges where the error or damage is attributable to us or is approved as transit damage.

Defective Products and Warranty

Some products are covered by a manufacturer or brand warranty.

Where an issue is covered by the manufacturer's warranty, customers may be required to follow the authorised brand service or warranty process.

The Moms Darling may assist customers with available warranty information, but warranty approval, repair, or replacement may ultimately be subject to the respective brand's terms and authorised service process.

Cancellation Before Dispatch

Cancellation requests may be considered before an order has been dispatched. However, applicable charges may be deducted where costs have already been incurred in processing the order.

These may include, where applicable:

• payment-processing charges;
• packaging charges;
• special-order processing charges; and
• other actual costs already incurred against the order.

Once an order has been packed, handed over to the courier, or dispatched, cancellation may not be possible.

Refused Delivery and Return to Origin (RTO)

If a customer refuses delivery, provides an incorrect or incomplete delivery address, remains unavailable after repeated delivery attempts, or the shipment is returned to us for reasons attributable to the customer, applicable logistics and processing charges may be deducted from any eligible refund or store credit.

These may include:

• forward-shipping charges;
• return-to-origin or reverse-shipping charges;
• packaging or handling charges; and
• payment-processing charges, where applicable.

Refund Method and Deductions

Once a refund is approved, it may be processed to the original prepaid payment method or issued as store credit, depending on the nature of the approved claim and applicable policy.

Refund deduction: 2.75% of the billed amount + forward-shipping charges + return-to-origin (RTO) charges, where applicable.

Any applicable and approved deductions will be made before the refund is processed. Where an approved claim confirms an error attributable to The Moms Darling or approved transit damage, logistics charges will be handled as stated under “If The Moms Darling Is at Fault.”

Refund Processing Time

Approved refunds are generally initiated within 5-7 working days after:

• the returned product has been received, where a return is required;
• the product and claim have been inspected and approved; and
• applicable deductions, if any, have been determined.

After the refund is initiated, the time taken for the amount to reflect in the customer's account may additionally depend on the bank, card issuer, UPI provider, or payment gateway.

Items Purchased During Offers or Discounts

Products purchased during special promotions, clearance sales, discounted offers, or other promotional campaigns may have specific exchange or return conditions.

Any product-specific condition shown at the time of purchase will apply in addition to this policy.

How to Raise a Request

To request assistance regarding an exchange, damaged product, wrong product, missing item, or approved refund, message us on WhatsApp with:

• your order number;
• customer name;
• registered mobile number;
• product name;
• reason for the request; and
• required photographs and unboxing video, where applicable.

Customer support is available only through WhatsApp:
+91 97188 83079

Important

The Moms Darling reserves the right to inspect and verify all return, exchange, damage, and refund requests before approval.

Acceptance of a request will depend on product eligibility, product condition, evidence supplied, the reason for the request, and the terms applicable to the product at the time of purchase.