Return Policy

1. Food Products & Overseas Direct Shipments

For food safety and traceability reasons, infant formula, baby food and other food products are not eligible for change-of-mind returns. Orders shipped directly from overseas are also excluded from change-of-mind returns unless a more favourable return policy was offered at the time of purchase.

These exclusions do not prevent claims for defective, damaged, incorrect or misdescribed goods. If you suspect a food safety problem, stop using the product and contact us promptly. Keep the product, packaging, batch number and expiry date where available.

2. Seven-Day Change-of-Mind Returns

For eligible non-food products that are not shipped directly from overseas, you may request a return within 7 calendar days after receiving the goods.

• Items must be unused, unwashed and unaltered, with their original packaging, labels, accessories and any accompanying gifts.
• Products with a hygiene or tamper-evident seal must remain sealed.
• You are responsible for return shipping costs when returning an item for personal reasons.

This is a voluntary InternationalMommy service. Its eligibility conditions and seven-day limit do not restrict your statutory rights concerning faulty or otherwise non-conforming goods.

3. Damaged, Defective, Incorrect or Missing Items

Please check your order as soon as reasonably possible after delivery and report any problem promptly. Signing for delivery does not, by itself, remove your right to report a defect that could not reasonably be identified at that time.

Provide your order number, a description of the issue and any available photographs of the item, packaging and shipping label. An unboxing video or independent expert report is not a standard requirement for submitting a claim. If further assessment is needed, we will explain why and discuss the arrangements with you.

We will investigate and arrange the appropriate refund, replacement, repair or other remedy according to the circumstances and applicable law. For confirmed defects, incorrect items or damage during delivery arranged by us, we will cover reasonable necessary return or replacement shipping costs. Missing items or parcels will be investigated using the order and delivery records.

4. Delivery Date & Proof of Purchase

The return period is calculated using the actual date you or your designated recipient received the goods. Carrier tracking records help establish this date. If they are missing or inaccurate, we will review the available evidence with you.

An order number, account purchase record, order confirmation or other reliable proof of purchase may be used to verify your order. A missing paper receipt alone will not prevent us from reviewing a claim.

5. How to Request a Return

1. Contact InternationalMommy customer service through your account or email service@mail.mommyego.com, quoting your order number and the reason for your request.
2. Before sending a parcel, contact us for the appropriate return address and shipping arrangements. This is particularly important for overseas orders.
3. Pack the item securely, include your order number and retain the return tracking details.

These arrangements help us process your request and do not make a valid statutory claim dependent on prior approval.

6. Damage Caused After Delivery

We do not cover faults caused by misuse, improper storage, accidental damage, unauthorised repairs or alterations after delivery. This exclusion applies only where that conduct caused the problem; it does not exclude an unrelated pre-existing defect.

Used items or items with opened seals are not eligible for change-of-mind returns. However, opening or reasonably using a product to discover a defect does not automatically disqualify a claim. We can only process returns for purchases made through InternationalMommy.

7. Refunds, Points & Promotions

Refunds are calculated using the amount actually paid for the returned items, taking account of discounts applied at purchase. We will explain the refund amount, method and expected processing time when arranging your refund.

Points earned on refunded items will be reversed. Any adjustment to redeemed points, coupons, promotional gifts or order-level discounts will follow the terms disclosed at purchase and applicable law. We will explain any proposed adjustment; used reward points will not automatically be converted into a cash deduction from your refund.

8. Your Statutory Rights

Nothing in this policy excludes or limits your rights under applicable Hong Kong law, including the Sale of Goods Ordinance (Cap. 26). Where those rights provide greater protection, they take precedence over this policy.