Returns

Order Cancellation

You may request to cancel your order by contacting our customer service via FB messenger or submitting the online form. If you are a member, you can access your account and check the status of your order. Our customer service representatives can help confirm your order status if you did not make the purchase as a member. The eligibility for order cancellation will depend on the order status.

    • During this 'Cancelation period', we will do our best to accommodate your cancellation request. However, due to our rapid order processing times, we cannot guarantee that we will be able to cancel your order before it is dispatched.
    • If your order is ‘Pending’, we can cancel the order for you immediately and issue a full refund to your method of payment.
    • If your order is ‘Processing’, we will need to check with our logistics team and see if they can recall the parcel from the processing line.  $5 cancellation fee will be charged upon the refund of the order if the cancellation is successful.
    • If your order is ‘Shipped’, it is not eligible for cancellation as the parcel is collected by the carrier.

    30-Days Return Policy

    You can request a return within 30 days of the order date. To do so, simply follow the instructions below.

    1. Contact our customer service via FB messenger or submit online form so we can confirm a few things with you.
    2. Pack the product(s) with the packing slip and attached labels/tags in the box/package of the original product(s).
    3. Address the package to Mamaway LLC, Returns Department, 807 Airport Access Road, Unit D, Traverse City, MI 49686.

    Please note customers are responsible for the cost/postage for all returns with the exception of faulty items. Please note we don't provide any exchange service on international orders placed on this website. As Mamaway is not liable for the loss of any product being returned we highly recommend that you return using registered mail, and let us know your tracking information once you send back the return. Please ensure your packing slip and attached labels/tags are included in the package.

    Return Condition

    • Items must be returned unused, unopened and undamaged, with all tags attached and the original packaging included.
    • For reasons of hygiene & safety, we are not able to accept the return of opened disposable items (pads, bed liners, wipes, underwear) and briefs unless faulty.
    • We don't accept any change of mind return on sale/ discounted items unless faulty.
    • When we receive your returned parcel, we will inspect the condition of the items before proceeding to reimburse the returned items. Items in an unsaleable condition will not be accepted for return and will be returned to you at your own expense.

    Refund

    • Please note the shipping fee is not refundable. Any discount codes/ reward points applied to your purchase will be removed and no longer redeemable.
    • The refund may take 5-10 working days from reception of your return at our warehouse and will be made via the original payment method as purchased. An email notification will be sent to you once the refund has been processed.
    • If you would like a return on the style purchased as part of one of our promotions (ex. 50% off Any 3, buy 2 get 3rd free) then we consider the item you choose to keep as being the full price item if not meet the promotion requirement.
    • Free gifts are not eligible for a refund or exchange unless faulty, and must be returned in the case that your remaining order total is below the minimum value or quantity to receive the gift, otherwise, the value of the free gift will be deducted from the refund.

    Faulty Items

    We make every effort to provide products with the highest quality to our customers, so we certainly hope that you never receive a faulty product from us. If, on the rare occasion, this does occur, please contact us through FB messenger, email or submit an online contact form within 30 days of receiving them.

     

    Incorrect/missing item

    If you receive an incorrect or missing item, please get in touch with us via Facebook Messenger, email, or by submitting an online contact form within 30 days of receiving your order. Kindly attach a valid product-unboxing video while opening the package for the first time. Please note that the video should be free of any cuts or edits from start to finish. The replacement or refund will not be processed without the video proof.

    Terms & Conditions

    • Import tariff standards vary from country to country. If the customs charges a return tariff on the returned goods, Mamaway will deduct the tariff and return the balance to you.
    • If the package needs to be returned due to customs duties incurred by the laws and regulations of various countries and the orderer’s unwilling to pay the customs duties, the refund amount will be deducted from the actual round-trip freight and customs duties incurred between the two places before returning the balance of the original order.
    • Due to the different exchange rates in different countries, the exchange rate difference caused by returning goods shall be borne by the customers themselves.

    If You Purchased From AU Online Store

    We regret to announce that Mamaway Australia online store has permantly closed on 30 September 2022, 11:59pm.

    For all the returns and refund, please make sure you have submitted your request to our customer service via FB messenger by 31 October 2022 or simply follow the instructions below. We thank you for your continuous support and sincerly apologize for any inconvenience caused. You can still reach Mamaway Global website for purchasing purpose in the future.

    1. Contact our customer service via FB messenger or email us at support@mamaway.com.au by 31/10/2022 so we can confirm a few things with you.
    2. Pack the product(s) with the return form and attached labels/tags in the box/package of the original product(s).
    3. Address the package to Mamaway Returns, Unit 13, 11-21 Underwood Road, Homebush NSW 2140.

    Please note customers are responsible for the cost/postage for all returns with the exception of faulty items. We do not offer any exchange at the moment. As Mamaway is not liable for the loss of any product being returned we highly recommend that you return using registered mail, and let us know your tracking information once you send back the return. Please ensure your full name and order number are included in the return form.

    Return in person: For online orders, we only accept post returns methods. Please send the parcel to the above address for return.

    Return conditions: Items must be returned unused, unopened and undamaged, with all tags attached and the original packaging included. For reasons of hygiene & safety, we are not able to accept the return of opened disposable items (pads, bed liners, wipes, underwear) and briefs unless faulty.

    Please note the shipping fee is not refundable. Any reward points and discount code applied to your purchase will be removed and no longer redeemable. The refund may take 5-10 working days from reception of your return at our warehouse and will be made via the original payment method as purchased. An email notification will be sent to you once the refund has been processed.

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