Return and Refund Policy

At Momsilk, we want you and your baby to fully enjoy our products. If you are not completely satisfied with your purchase, we are here to help.

1. Right of Withdrawal

In accordance with applicable law, you have 14 days from the date you receive your package to request a return. Unfortunately, if this period has expired, we will not be able to offer a refund or exchange.

2. Return Conditions

To be eligible for a return, your item must meet the following conditions:

• The item must be new, unused, and in the same condition as when you received it.

• It must be returned in its original packaging, with all accessories and manuals included.

• Proof of purchase (order number or confirmation email) is required.

3. Return Procedure

To initiate a return, please use our return portal:

Start a return

If you need any assistance, please contact us at info@momsilk.com.

Return address:

HOUTCH - NSL
Avenue Jean-Jacques Séguard
59554 Tilloy-Lez-Cambrai
France

Once your return request has been approved, the items must be sent to our European returns logistics center.

All returns must be made through the return procedure indicated above. Returns sent outside this procedure may be refused.

4. Return Shipping Costs

• Change of mind: In Europe, return shipping costs for a non-defective product are free of charge.

• Defective product or order error: If the product is defective or we sent you the wrong item, we will cover the return shipping costs in full.

5. Damaged Items, Defective Products and Order Errors

Please inspect your order as soon as you receive it. Contact us immediately at info@momsilk.com if the item is defective, damaged, or if you received the wrong item.

After verification (photos/videos may be requested), we will arrange, at our expense:

• A replacement product; or

• A full refund of your order.

6. Delivery Guarantee and Lost Packages

We take responsibility for the delivery of your order.

• Lost package: If the carrier confirms that your package has been lost following an investigation, we will offer you either a free replacement or a full refund.

• Package marked as “Delivered”: If the carrier confirms delivery to the address provided but you cannot locate your package, we will open an investigation with the carrier to help resolve the situation.

7. Refund Process

Once we receive your return, we will inspect the product within 5 business days. We will then send you an email confirming receipt of the return and informing you whether your refund has been approved or declined.

Once approved, the refund should appear in your account within 5 to 10 business days, depending on your bank.

8. Cancellations

If you wish to cancel your order, please contact us within 15 minutes of placing it. If the order has not yet been shipped, we will issue an immediate refund. If the order has already been shipped, our standard return procedure will apply.