Política de garantía
Momcozy Global Service Policy
Momcozy stands behind the quality of every product we make. This Policy explains the warranty, return, refund, exchange, and Extended Protection Plan services available for the Momcozy products you purchase, as well as how to contact us when you need assistance.
This Policy applies to Momcozy products purchased through Momcozy's official online channels, including breast pumps, feeding and nursing appliances, maternal and baby care appliances, home and textile products, apparel, and other products.
If you purchased your product through another channel, the applicable warranty and return terms may differ. Please contact your original point of purchase first.
Order of Precedence. If the mandatory laws and regulations of your country or region (for example, the EU Consumer Rights Directive) grant you more favorable rights than those set out in this Policy, those laws and regulations will prevail.
This section sets out the standard warranty periods, warranty exclusions, order of priority among applicable coverage, and the comprehensive scope of services for products in their major sales regions.
2.1 When Warranty Coverage Begins
• Online channels: Warranty coverage begins on the date the product is delivered to the customer;
• Offline channels: Warranty coverage begins on the date the customer purchases the product;
• Valid proof of purchase includes an order confirmation, invoice, or other evidence recognized under local law (such as a bank payment record);
• If valid proof of purchase cannot be provided, the warranty start date will be the later of: (i) the date of activation in the Momcozy app; or (ii) the product's date of manufacture plus 90 days.
| Product Category | Products Included | Canada & United States | Europe (Excluding Spain) | Spain | Other Countries |
|---|---|---|---|---|---|
| Electrical Products (Main Unit/Complete Product) | Breast pumps, bottle warmers, bottle washers, sterilizers, baby monitors, white noise machines,nail files, body thermometers, baby scales, ambient thermometers, air purifiers, electric baby swings, massagers, fans, formula makers, baby food makers, wipe warmers, towel warmers, pet grooming devices, and the main units of all other products that require electricity or batteries to operate | 2 Years | 2 Years | 3 Years | 2 Years |
| Textiles and Bags | Bras, sports bras, loungewear, underwear, shapewear, tank tops, maternity wear, postpartum belly bands, maternity belly bands, nursing pillows and covers, pregnancy pillows and covers, baby sleep sacks, swaddle sleep sacks, fitted sheets, blankets and quilts, towels and other cloth items, rompers, infant underwear, baby carriers, hip seats, baby wraps, bags and luggage, storage organizers, laundry bags, socks, etc. | 6 Months | 2 Years | 3 Years | 6 Months |
| Household Products | High chairs, safety gates, head support pillows and covers, lounger pads, emergency mats, compression-resistant supports, leg-positioning pillows, exercise mats, other toys, etc. | 6 Months | 2 Years | 3 Years | 6 Months |
| Travel Products | Strollers, etc. | 3 Years | 3 Years | 3 Years | 3 Years |
| Accessories | Power adapters, charging cables, breast pump accessories such as milk collectors, flanges, diaphragms, and silicone valves; baby carrier/hip-seat accessories; high chair accessories; wheeled-product accessories; stroller accessories; safety gate accessories; baby swing accessories; nasal aspirator accessories; etc. | 3 Months | 3 Months | 3 Months | 3 Months |
| Product Bundles | Care kits, electric baby nail file kits, maternity hospital bags, feeding kits, breast pump kits, electric care kits, etc. | The warranty period of the primary component (main unit) in the bundle applies. | The warranty period of the primary component (main unit) in the bundle applies. | The warranty period of the primary component (main unit) in the bundle applies. | The warranty period of the primary component (main unit) in the bundle applies. |
2.3 Order of Priority Among Applicable Coverage
Where multiple forms of coverage apply, they will take effect in the following order of priority, from highest to lowest:
1. Standard warranty coverage (with mandatory applicable laws in the country or region of sale taking priority);
2. Additional protection plans (Seel Protection Plan, Xcotton Protection Plan, etc.).
The warranty covers failures caused by factors unrelated to human action, including defects in materials or workmanship that occur during normal use within the warranty period. For failures covered by the warranty that occur during the warranty period, Momcozy will provide replacement instead of repair as follows:
1. Free replacement parts — If the issue can be resolved by replacing a part, we will first provide the required replacement part free of charge.
2. Free replacement with a new product of the same model — If replacement parts cannot resolve the issue, or if the issue affects the main unit, we will provide a new product of the same model free of charge.
2.5 General Warranty Exclusions
Warranty service will not be provided if any of the following applies:
(1) Cosmetic damage or performance degradation caused by normal wear and tear, accident, misuse, negligence, or external causes.
(2) Modification, disassembly, or repair not authorized by Momcozy.
(3) Compatibility issues caused by software updates, unless Momcozy determines that they constitute a product defect.
(4) Problems caused by the use of non-genuine Momcozy accessories.
(5) Products purchased from a seller not authorized by Momcozy or through an unofficial channel.
(6) Products for which valid proof of purchase cannot be provided, second-hand products, and products obtained free of charge (such as gifts).
(7) Damage caused by natural disasters or force majeure events.
2.5.2 Special Exclusions for Electrical Products
1. Reduced battery runtime resulting from normal battery degradation (which is not a product defect).
2. Damage caused by water ingress or liquid exposure, where the damage is not attributable to a product sealing defect.
3. Wear to the charging port caused by frequent plugging and unplugging
4. Damage caused by the use of a non-genuine power adapter.
2.5.3 Exclusions for Textiles and Bags
In addition to the general exclusions, warranty service will not be provided for textiles and bags in any of the following circumstances:
(1) Improper washing or care. Shrinkage, deformation, fading, peeling prints, fabric pilling, or similar issues caused by failure to follow the care-label instructions (such as washing at high temperatures, bleaching, tumble drying, or dry cleaning) are not covered by the warranty.
(2) Normal wear and tear. Changes arising from normal use, including fabric pilling, surface fuzzing from friction, loss of elasticity, clumping of filling material, and snagging, are not covered by the warranty.
(3) External stains or damage. Staining or damage caused by food, oil, cosmetics, perspiration, or similar substances; chewing or scratching by pets; accidental snagging or tearing; and scorching or melting caused by improper ironing are not covered by the warranty.
(4) Missing accessories or components. Decorative components, buttons, zipper pulls, and similar items originally supplied with the product that become loose or detach during normal use are not covered, unless the loss or detachment results from a stitching defect.
2.5.4 Exclusions for Household and Travel Products
In addition to the general exclusions, warranty service will not be provided for household and travel products in any of the following circumstances:
(1) Damage caused by improper assembly, installation, or use beyond the rated load, such as structural deformation or breakage resulting from failure to assemble the product correctly in accordance with the user manual or from exceeding the stated weight capacity.
(2) Damage caused by an unsuitable operating environment, such as aging, fading, mildew, or corrosion resulting from prolonged exposure of an indoor product to outdoor sunlight, rain, or moisture.
(3) Wear arising from normal use, such as scratches caused by contact with the ground, fatigue of elastic components, deformation of supports, reduced adhesion of hook-and-loop fasteners, or wear of rubber wheels.
(4) Damage caused by human action or external factors, such as impact or compression during transportation, contact with corrosive chemicals, or chewing by pets.
3.1 30-Day Return for Any Reason
You may request a return or exchange within 30 days of delivery, subject to the following conditions:
• The product must be unopened;
• All accessories and complimentary gifts supplied with the product must be returned with it;
• Clearance items are not eligible for return or exchange;
• Valid proof of purchase must be provided.
• Quality-related issues: If a defective unit must be returned for quality inspection and analysis, Momcozy will provide a return shipping label and cover the shipping cost;
• Non-quality-related returns: The customer is responsible for return shipping costs.
Momcozy will process the refund within three (3) business days after the returned product has been received and inspected. The refund will be issued to your original payment method.
For products purchased through Momcozy's official online store, if a performance-related defect is confirmed within the 30-day exchange period, you may contact the Momcozy Service Team for a free exchange. For exclusions, please refer to Section 2.5.
During the checkout process on its official website, Momcozy will clearly identify Seel or Xcotton as the provider of the applicable Extended Protection Plan and publish a link to the provider's plan terms and conditions. For protection beyond the period and coverage of the standard warranty, you may purchase an Extended Protection Plan offered by one of our partners:
• Seel Protection Plan — Submit a claim through the Seel Resolution Center;
• Xcotton Protection Plan — Submit a claim through the Xcotton Claims Center.
Covered events generally include:
• Mechanical failure — Failure of internal parts or components that prevents the product from operating normally;
• Electrical failure — Failure of electrical components associated with power surges, short circuits, voltage irregularities, or similar events.
Please note: If there is an issue with the performance of an Extended Protection Plan, Momcozy will provide necessary assistance, such as forwarding your request and providing purchase records. However, any claim payment, repair, and related liability will be handled independently by Seel or Xcotton in accordance with its own plan terms and conditions. You must seek remedies directly from the applicable service provider.
VI. Interpretation, Amendment, and Effective Date
This Policy is interpreted and amended by the Momcozy Global Customer Service and Experience Center. We may update this Policy from time to time; the version published on the official website when you submit your service request will govern. This Policy takes effect on the date of publication. If you have any questions, please feel free to contact us.