Eligible Cases
- Wrong item delivered compared with the approved order.
- Damaged item delivered and reported promptly with clear photos or video.
- Paid order not fulfilled after MamaEgima confirms payment and stock/delivery failure.
- Duplicate payment confirmed by MamaEgima records.
- Undelivered order confirmed after investigation with the delivery provider or agreed motor park contact.
Not Eligible
- Customer changed mind after delivery.
- Item was damaged, washed, altered, stained, or used by the customer.
- Wrong size or color selected by customer where the selection was clear before checkout.
- Used item, missing packaging/accessories where applicable, or no proof of purchase/payment.
- Delay caused by incorrect phone number, unreachable customer, or incomplete pickup details after dispatch.
Request Process
Contact MamaEgima support through Chat MamaEgima or support email with order number, phone number, photos/videos, delivery evidence, and payment proof. Requests should be made as soon as the issue is discovered.
Return Timeline and Inspection
Where return is required, MamaEgima will provide instructions. Items must be returned in unused condition. Refund approval follows inspection and confirmation of the complaint.
Refund Method
Approved refunds for bank transfer payments are usually processed by bank transfer to the customer’s confirmed account. Duplicate payments may be refunded after transaction verification.
Delivery Fee Disclaimer
Delivery fees may be non-refundable where delivery service was already used or the issue was caused by customer-provided details. If MamaEgima or the courier caused the issue, delivery fee handling will be reviewed fairly.
Legal Disclaimer
This policy is provided for transparency and should not be considered a substitute for independent legal advice.