Refund and Returns Policy
Last updated: May 2026
This Refund and Returns Policy applies to purchases made through shop.momaspets.com, the official online store of Momas Pets and part of momaspets.com.
At Momas Pets, we want our customers to receive genuine and safe pet care products. Please read our refund and returns policy carefully before placing an order.
Return Period
Our refund and returns policy lasts 18 days from the date of delivery.
If 18 days have passed since your order was delivered, we may not be able to offer a refund, return, or exchange.
Eligibility for Returns
To be eligible for a return, the product must be:
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Unused
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Unopened, wherever applicable
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In the same condition as received
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In the original packaging
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With labels, seals, invoices, and product tags intact
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Supported by a receipt, invoice, or proof of purchase
Returns will be accepted only after approval from Momas Pets.
Non-Returnable Products
For safety, hygiene, veterinary, and product quality reasons, certain products cannot be returned.
Non-returnable items may include:
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Opened or used products
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Pet food and perishable products
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Veterinary medicines
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Prescription products
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Supplements once opened
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Grooming or hygiene products once opened or used
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Intimate, sanitary, or hygiene-related products
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Temperature-sensitive products
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Hazardous materials
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Flammable liquids or gases
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Products without original packaging
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Products damaged due to customer handling
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Sale, clearance, or discounted items, unless defective or damaged
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Products restricted by law, customs, or import/export rules
Return Conditions
A return may not be accepted if:
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The product is not in its original condition
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The product is damaged for reasons not due to our error
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The product has missing parts, labels, seals, or packaging
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The return request is made after 18 days from delivery
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The product is used, opened, or tampered with
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The product falls under non-returnable categories
Damaged, Defective, or Wrong Product Received
If you receive a damaged, defective, expired, or wrong product, please contact us within 48 hours of delivery.
Please share:
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Order number
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Photos of the product
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Photos of the outer packaging
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Photo of shipping label
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Unboxing video, if available
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Short explanation of the issue
After verification, we may offer a replacement, exchange, refund, or store credit, depending on the case.
Refunds
Once your returned product is received and inspected, we will notify you by email or WhatsApp that we have received your returned item.
We will also inform you whether your refund has been approved or rejected.
If approved, your refund will be processed to your original payment method within 7–14 business days. The exact time may depend on your bank, credit card provider, payment gateway, or international payment processor.
Late or Missing Refunds
If you have not received your refund yet:
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Please check your bank account again.
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Contact your credit card company or payment provider, as it may take time before the refund is officially posted.
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Contact your bank, as processing time may vary.
If you have completed these steps and still have not received your refund, please contact us at:
Email: [email protected]
Sale Items
Only regular-priced items may be eligible for refund.
Sale, clearance, discounted, or promotional items are generally not refundable unless the item received is damaged, defective, expired, or incorrect.
Exchanges
We only replace items if they are defective, damaged, expired, or incorrectly delivered.
If you need an exchange for the same item, please contact us at:
Email: [email protected]
Phone/WhatsApp: +91 8460042474
Exchange approval depends on product availability and return eligibility.
Shipping Returns
To return your product, you must first contact us and receive return approval.
After approval, the return address will be shared with you.
Please do not send any product back without approval.
Return Shipping Costs
Return shipping costs depend on the reason for return.
If the return is due to our error, such as wrong product, damaged product, defective product, or expired product, we may arrange return support or refund after verification.
If the return is due to customer reasons, such as ordering the wrong product or change of mind, the customer will be responsible for return shipping costs.
Shipping costs are non-refundable. If a refund is approved, the cost of return shipping may be deducted from the refund amount where applicable.
International Returns
Momas Pets is registered in India and ships to multiple countries including the USA, UK, UAE/Dubai, Australia, and other international locations where delivery is available.
For international orders, returns may not always be possible due to customs rules, courier restrictions, product regulations, veterinary medicine rules, import/export restrictions, or high reverse-shipping costs.
If an international order is damaged, defective, expired, or incorrect, please contact us within 48 hours of delivery. After review, we may offer a refund, partial refund, replacement, exchange, or store credit where possible.
Customs duties, import taxes, local charges, and international return shipping charges are generally non-refundable unless specifically agreed by Momas Pets.
Trackable Return Shipping
For expensive or high-value items, we recommend using a trackable shipping service or purchasing shipping insurance.
Momas Pets cannot guarantee that we will receive your returned item unless tracking confirmation is available.
Cancellation Before Dispatch
If you want to cancel an order, please contact us as soon as possible.
Orders can usually be cancelled only before dispatch. Once the order has been shipped, cancellation may not be possible and the order will be handled as per this Refund and Returns Policy.
Contact Us
For questions related to refunds, returns, exchanges, or cancellations, please contact:
MOMAS PETS
Registered Address: 122, Royal Square, VIP Circle, Utran, Surat, Gujarat – 394105, India
Email: [email protected]
Phone/WhatsApp: +91 8460042474
Main Website: https://momaspets.com/
Official Online Store: https://shop.momaspets.com/
shop.momaspets.com is the official online store of Momas Pets and is part of momaspets.com.