Complaints
When something is not right
We will help you resolve your claim
If you discover a defect in a momkii product, please let us know. The more precisely you describe what is wrong, the easier it will be for us to find the right solution together.
To get started, we usually only need your order number, a brief description of the defect and a few photographs. You do not need to determine what caused the defect yourself.
When a defect appears
Let us know
For consumer purchases, you may exercise your rights in respect of a defect that existed when the goods were received and becomes apparent within two years of receipt.
Normal wear and tear corresponding to the use of the product, or damage caused by the customer, is not considered a defect.
If you are not sure whether your situation qualifies as a claim, feel free to contact us. We will first go through the situation together.
How to proceed
Claims in three steps
Contact us
Email us at info@momkii.com. Please include your order number, the product you are making a claim about and a description of the defect. If possible, attach photographs as well.
We will agree on the next steps
Depending on the nature of the defect, we will let you know what information or cooperation is required for assessment and whether the product or any part of it needs to be physically delivered to us.
Do not send the product cash on delivery. If the goods need to be sent to us, we will agree on the appropriate procedure with you.
We will let you know how your claim will be resolved
We will process a consumer claim without undue delay and no later than within 30 days of it being submitted, unless we agree on a longer period together.
You will receive confirmation from us both when the claim is accepted and when it has been resolved.
How a claim may be resolved
A solution based on the specific defect
The way a claim is resolved depends on the nature of the defect and the applicable legal conditions. Depending on the situation, the solution may include repair, replacement of the product or part of it, an appropriate price reduction or withdrawal from the contract.
- repair of the product or defective part,
- replacement with a defect-free product or part,
- an appropriate price reduction,
- withdrawal from the contract, if the statutory conditions are met.
You do not need to determine the technical cause of the problem yourself. The most important thing when making a claim is to clearly describe how the defect manifests itself.
Claim form
Everything you need in one place
The form helps you provide your order details, product information and a description of the defect clearly. Using the form is not required in order to make a claim.
Download the claim formDid you purchase as a business?
Different rules apply to business purchases
If you made the purchase as a business, consumer protection rules do not apply to the relationship to the same extent. In particular, the statutory 30-day period for processing claims applies to consumers.
The conditions applicable to businesses are therefore set out in separate legal documents.
This page provides a practical overview of the process. Detailed conditions can be found in our Complaints Procedure for Consumers and the applicable Terms and Conditions.
