Refund policy

Returns, Refunds and Withdrawal Rights

Please contact us at online@mamasuma.xyz before returning any product. Returns sent without prior authorisation may be delayed, refused or impossible to match to your order. Return instructions and the applicable return address will be provided case by case.

5.1 Change-of-Mind Returns

For eligible products, you may request a return if the product is unused, unworn, unwashed, complete, in its original condition and, where reasonable, in its original packaging with accessories, manuals, labels and protective materials included.

Unless mandatory law says otherwise, customers are responsible for the cost of return shipping for change-of-mind returns.

5.2 EU/EEA/UK-Style Withdrawal Right

If you are a consumer in a jurisdiction that provides a mandatory withdrawal or cooling-off right for online purchases, you may have the right to cancel an eligible order within the legal period, commonly 14 days from delivery for goods. If this right applies, we will respect it.

Where a mandatory withdrawal right applies, the refund will normally include the price paid for the eligible returned product and the standard outbound delivery cost, if such delivery cost was charged, but not any additional cost for premium, express or non-standard delivery selected by you.

You may be responsible for the direct cost of returning the goods unless local mandatory law says otherwise or unless the item is defective, damaged, incorrect or misdescribed.

5.3 Non-Returnable Items

Unless mandatory law says otherwise, we may refuse returns for products that are used, worn, washed, damaged after delivery, incomplete, missing parts, missing packaging where packaging is essential, personalised, made to order, sealed for hygiene or health-protection reasons and unsealed after delivery, or otherwise excluded by applicable law.

5.4 Defective, Damaged or Wrong Items

If you receive a defective, damaged or wrong item, contact us promptly at online@mamasuma.xyz with your order number, a description of the issue and clear photos or videos where useful. If the claim is accepted, MAMASUMA will cover the reasonable return or replacement shipping cost where a return is required.

Depending on the issue and product, we may arrange a repair, replacement, supplier claim, partial refund or full refund. If repair or replacement is not possible or reasonable, a refund may be provided.

5.5 Refund Timing

Approved refunds will be processed as soon as reasonably possible after the returned item is received and inspected, or after we confirm that a return is not required. Your payment provider may take additional time to post the refund to your account.

Refunds are normally made to the original payment method unless another method is agreed or required.

6. Warranty and Legal Guarantee

Nothing in this policy limits mandatory legal guarantees or consumer rights that apply to defective goods. Warranty rights vary depending on the customer’s country or region and the type of product purchased.

MAMASUMA does not currently offer a separate commercial warranty unless a specific product page states otherwise. Supplier or manufacturer warranties may apply to certain products where provided by the supplier or manufacturer.

If a product becomes defective, contact us at online@mamasuma.xyz. We may request photos, videos, serial numbers, packaging information, usage details or other evidence needed to assess the issue with our supplier, logistics partner or manufacturer.

Where a defect is confirmed and covered by applicable rights, the available remedy may include repair, replacement, supplier warranty claim, partial refund or full refund, depending on the product, defect, timing and applicable law.