Return and Refund Policy
Last Update: Jan 2023
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By placing orders from the Momvel store, please ensure that you read, understood, and agreed with our return/refund terms.
We continuously enhance our product quality and services to ensure utmost customer satisfaction. Hence, we have implemented a customer-friendly return policy to ensure your peace of mind when selecting, purchasing, and using our products.
If for any reason you are not satisfied with your purchase you may contact our customer service team within 20 days from the date showing delivered status successfully on the carrier's system to request a return or exchange at support@momvel.com.
I. RETURN & REFUND POLICY CONDITIONS
- The product has to buy from our store (Transaction invoice or Shipping label and Proof images are required).
- All returned and exchanged items must be in brand-new “sellable” condition. This means it should be completely unused and devoid of any stains, scuffs, or scratches on the hardware, with the hardware still wrapped in plastic and the messenger strap included. When packing the return, the bag must not be crushed or folded into a smaller box, which will ruin the bag, resulting in a rejected return.
- The return/refund policies only apply to the wrong, damaged, or defective product.
After 20 days from the delivery of your purchase or if the item has been used, we regret to inform you that we cannot provide a refund or exchange. We reserve the right to decline any items that do not meet our policy requirements. Please note that used items will be rejected for return/refund.
II.DAMAGED, DEFECTIVE, OR WRONG ITEM
If your order possesses any defects, damage, or cosmetic flaws, please notify us within 10 days of receiving it by contacting our support email address at support@momvel.com. This will allow us to initiate the replacement process promptly.
III. MISSING ITEM IN SHIPMENT
If you receive a package with a missing item, you must notify us within 10 days to ensure proper handling of your claim. After 10 days, we are not responsible for missing items that did not report to us within the stated timeframe
IV. RETURN PROCESS
Once you have received your item, please reach out to our customer support team at support@momvel.com for further instructions. In your email, kindly include the following details:
- A picture of the shipping label on the package you recently received
- A picture showing clearly the whole item you received
- A description of the item which can show the issue.
Please note that we will not accept solve cases when the customers return the goods by themselves without the shop's guidance and approval. To ensure the utmost convenience for our customers, we offer the flexibility to choose the nearest shipping company for returns.
The shipping costs will vary based on the selected shipping company and the weight of the product. Customers are advised to check with their local post office to determine the applicable shipping costs before proceeding with the return.
If an agreement is reached, the customer will ship the return package to our provided warehouse address at their own expense.
We are not responsible for any loss or damage during the return shipping. Once we receive the package and confirm its issue with the specified conditions, we will process a refund within 5-7 working days, excluding the original shipping fee.
V. REFUND REFUSAL
Despite that Momvel always wants to bring the best value to the customer, we cannot accept returns/refunds in the following situations:
- We sent you the correct item with the correct style and color.
- You decline to follow our return instructions and do not provide us with the adequate requested information
- The item is a free gift included
- Sale items (Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded).
VI. REFUND METHOD (IF APPLICABLE)
We will refund any money received from you using the same method used to make the payment if the card is available. Late or missing refunds (if applicable) The refund process typically takes 5-7 working days to complete.
If you have not received your refund within this timeframe, please don't hesitate to contact us at support@momvel.com for prompt assistance.
VII. CANCELLATION
After completing your purchase, if you would like to cancel your order, please notify that:
- Under 6 hours: full value refund of the order
- From 6-12 hours: 30% of your total order value will be charged for stocking, processing, and a transaction fee on Payment Gateway.
- After 12 hours: your cancellation request will be refused since your order is being processed.
VIII. ORDER REVISION
For any changes in the shipping address or a variant of item (including style and color), please contact us via email at support@momvel.com within 12 hours, and our customer supporters will be ready to help you change the order.
In case you want to cancel the order due to placing the wrong order, we are also glad to help if you notify us within 12 hours of the purchasing time:
- If the replacement item(s) have the same price as the wrong placed item(s), we will help you repair the order and the order will not be canceled.
- If the replacement item(s) have an unequal price to the wrong placed item(s), we will provide a discount code that has the same value as your old order so that you could apply it and place the new order.
The excessive amount of money (in case the new order has a smaller value than the old one) will be refunded to you by the original payment method (if your card is available) or will be credited with another discount code (if your card is unavailable).