Returns & Refunds Policy

Overview

This Returns & Refunds Policy explains how returns, exchanges and refunds work for orders placed on momlivo.com and delivered within Bangladesh. It follows the Digital Commerce Operation Guidelines 2021 and the Consumer Rights Protection Act 2009.

1. Check your parcel in front of the delivery person

For your protection, please open and check your parcel in front of the delivery person before you pay and accept it. Please check that:

• the product, size, colour and quantity match your order
• there is no visible damage, breakage or leakage
• seals and packaging of hygiene, skincare and feeding items are intact
• the expiry date is valid, where one is printed

If anything is wrong or damaged, do not accept the parcel. Hand it back to the delivery person and contact us right away on WhatsApp with your order number.

Once a parcel has been accepted, we cannot accept claims for physical damage or missing items that could have been seen at the time of delivery.

2. Problems found after delivery (within 3 days)

Some problems only show up after you start using a product. You can request a return within 3 days (72 hours) of delivery if:

• you received the wrong product, size or colour
• the product has a manufacturing defect
• an item from your order is missing from a sealed parcel

Please send your order number, a short description and clear photos or an unboxing video. Requests made after 3 days, or without photos or video, may not be accepted.

3. Condition of returned items

Returned items must be unused and unwashed, in their original packaging, with all tags, accessories, free gifts and the invoice. We inspect every returned item before approving an exchange or refund.

4. Items we cannot take back

For hygiene and safety reasons, the following cannot be returned once opened or used, unless they arrived wrong or defective:

• skincare, cosmetics and personal care products
• feeding items such as bottles, cups, spoons, teethers and nipples
• nursing pads, breast care and intimate items
• products marked as non-returnable on the product page

A change of mind after a parcel has been accepted is not a reason for return.

5. Delivery charges for returns and exchanges

• Wrong product sent by Momlivo: we pay all delivery charges for the return and the replacement.
• All other cases, including exchanges, refunds and parcels refused at the door: the delivery charge is paid by the customer (৳80 inside Dhaka, ৳120 outside Dhaka).

6. How to request a return

• Contact us on WhatsApp, by email at momlivo01@gmail.com or through our Contact page.
• Share your order number, phone number, the problem, and photos or an unboxing video.
• We will let you know if the return is approved and arrange collection, or explain how to send the item back.

7. Exchanges

Where possible, we exchange the item for the same product. If it is out of stock, you can choose another product of equal value or a refund.

8. Refunds

• Approved refunds are paid by bKash, Nagad or bank transfer to an account in your name.
• We send the refund within 7 working days of approving your return.
• Delivery charges are deducted as described in section 5.
• If you paid in advance and we cannot deliver your order within the legal delivery time, you may cancel and receive a full refund within 10 days, through the method you paid with.

9. Cancelling an order

You can cancel free of charge before your order is handed to the courier by contacting us on WhatsApp or by email. After dispatch, a cancelled parcel is treated as refused at the door, and section 5 applies.

10. Your legal rights

This policy does not limit your rights under the laws of Bangladesh, including the Consumer Rights Protection Act 2009. If we cannot resolve a complaint, you may contact the Directorate of National Consumer Rights Protection.

11. Contact us

Momlivo, GP GA 129, Hajari Bari, Dhaka 1212, Bangladesh

Email: momlivo01@gmail.com · WhatsApp: Chat with us