Refund policy

Changed your mind?

If you change your mind about an online purchase, please contact us at momolab.cs@gmail.com within 14 days of receiving your order. You do not need to give a reason for cancelling.

Once you have notified us, the item must be returned within 14 days. Change-of-mind returns are made by post and you are responsible for the cost of return postage. Please contact us before sending anything back so that we can provide the correct return instructions. Do not send returns without first contacting MOMO. Lab. Do not send a return to our business address unless we have expressly told you to do so.

Items should be returned in their original condition with all parts, accessories and original packaging where reasonably possible. You may inspect the product as you would in a shop, but we may make a deduction from your refund if it has been handled beyond what is reasonably necessary and its value has been reduced.

Damaged, faulty, incorrect or not as described

If your order arrives damaged, faulty, incorrect or not as described, please keep all original product and shipping packaging and contact us at momolab.cs@gmail.com as soon as possible.

Please do not dispose of the packaging before we have reviewed the issue. We may need information or photographs from it to investigate the problem and arrange the appropriate resolution.

The change-of-mind return-postage rule does not apply to goods that are faulty, damaged, incorrect or not as described. We will provide appropriate return instructions and cover reasonable return costs where required by law. Your statutory consumer rights apply.

Cancellations before dispatch

If you want to cancel before your order has been dispatched, contact us as soon as possible. We will try to stop the order, but this may not be possible once fulfilment has begun. If the order has already been dispatched, you can use the cancellation and return process above.

Exchanges

We do not offer direct exchanges. If you would like a different item, return the eligible original item using the returns process above. Once the applicable refund has been completed, you can place a new order separately.

Refunds

For a qualifying cancellation, we will make the refund without undue delay and no later than 14 days after the day we receive the returned goods or, if earlier, 14 days after the day you provide evidence that you have returned them.

We will use the same payment method used for the original transaction unless you expressly agree otherwise, and you will not incur a fee for the refund.

For qualifying online cancellations, the original standard delivery charge is also refundable. Any additional amount paid for an upgraded delivery service does not have to be refunded. MOMO. Lab currently offers free standard UK delivery, so there will normally be no standard delivery charge to refund.