You may cancel an order only before it has been shipped or dispatched from our facility. Once an order enters the shipping process, cancellation is no longer possible.

• To cancel, contact us at support@muwababy.com or call 016-722 7964 as soon as possible with your order number.
• If we have already dispatched your order before your cancellation request reaches us, you will need to follow the return process in section 4 instead.
• Approved cancellations are refunded to your original payment method.

Once you have received your order, refunds are available only when an item is damaged, defective, or significantly different from what you ordered. We do not offer refunds for change of mind on delivered orders.

• Refund timeline: refunds are processed within 3–4 working weeks from the date of approval. The timeline depends in part on your bank or payment provider's processing cycle — it may not appear on your next statement immediately.
• Refunds are returned to your original payment method. We do not issue refunds to a different account.
• You will receive an email confirmation once your refund has been processed on our end.

If your order arrives damaged, defective, or not what you ordered, contact us within 7 days of receiving it. After this window, we may not be able to process an exchange.

• Email support@muwababy.com with your order number and clear photos of the damage or issue. This helps us resolve your case faster.
• Items must be returned in their original packaging, unused, and unaltered to qualify for exchange.
• We will not exchange items that have been used, washed, or modified after receipt.
• For manufacturing defects that appear after the exchange window has passed, please refer to the Warranty Policy.

Do not ship items back without contacting us first. All returns require authorisation.

• Step 1 — Contact us: email support@muwababy.com or call 016-722 7964 with your order number and a description of the issue. Attach photos if the item is damaged.
• Step 2 — Receive authorisation: we will confirm whether your return is approved and provide return instructions and a reference number. Do not send items before receiving this.
• Step 3 — Pack and ship: package the item securely in its original packaging with all tags, labels, and accessories. Use a trackable shipping method — we cannot be responsible for returns lost in transit.
• Step 4 — Inspection and resolution: once we receive your return, we inspect it within 5–7 business days and process your refund or exchange accordingly. We will notify you by email.

Who covers return shipping depends on the reason for the return:

• Damaged, defective, or wrong item: Muwa Baby will advise on return arrangements. Contact us and we will guide you through the process.
• All other eligible returns: return shipping is the customer's responsibility. We recommend using a tracked and insured service — items lost in return transit are not our liability.