Legal

Refund Policy

Last updated: 1 June 2025

Important: Momofy products are perishable frozen food items. Due to the nature of frozen food products and food safety regulations, our refund policy has specific conditions. Please read this policy carefully before placing an order.

1. Eligible Refund Situations

We will issue a full refund or replacement in the following cases:
  • Wrong product delivered: You received a product different from what was ordered.
  • Damaged packaging upon delivery: Packaging is visibly damaged or compromised at the time of delivery, reported immediately.
  • Quality issue at delivery: Product is visibly spoiled or has an off smell when received in sealed condition — must be reported within 24 hours of delivery with photo/video evidence.
  • Non-delivery: Order was confirmed but never delivered.
  • Short shipment: Fewer units delivered than ordered and paid for.

2. Non-Refundable Situations

Refunds will NOT be issued in the following cases:
  • Product has been opened, thawed, or cooked.
  • Quality issue reported more than 24 hours after delivery.
  • Improper storage after delivery (products must be stored at -18°C).
  • Change of mind after order confirmation.
  • Taste preference differences (our products meet standard quality benchmarks).
  • Delays due to logistics, weather, or force majeure events beyond our control.
  • Partial orders where a portion has been used.

3. How to Raise a Refund Request

To raise a refund or replacement request:
  1. Contact us within 24 hours of delivery via WhatsApp: +91 63054 68471
  2. Share your order details (order number or the name/phone used to order)
  3. Provide clear photos or a short video showing the issue
  4. Our team will review and respond within 24–48 hours

4. Refund Processing

  • Approved refunds are processed within 5–7 business days.
  • Refunds are credited to the original payment method.
  • For cash-on-delivery orders, refunds will be transferred via UPI/bank transfer.
  • Replacement orders (where applicable) will be dispatched in the next available delivery cycle.

5. Franchise and B2B Orders

Refund terms for franchise partners and B2B supply accounts are governed by the specific supply agreement signed between Momofy and the partner. In the absence of a specific agreement, this policy applies.

6. Contact Us

For refund-related queries, reach us at:

WhatsApp: +91 63054 68471 (fastest response)

Email: hello@momofyy.com

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