Refund policy
We would rather fix a problem than argue about one. If something arrived wrong, damaged, or simply is not what you expected, read the short version below and then email us.
The short version: you have 30 days from delivery to send unused, unopened cases back for a refund. Damaged or incorrect items are our cost, not yours.
Window for returns
Returns are accepted for 30 calendar days counted from the day the carrier marks your parcel delivered. After day 30 we can no longer process a return, though we are still happy to advise on the product.
Condition we need items in
Serveware is food-contact packaging, so we can only resell cases that have never been opened. Please return goods in the original outer carton with factory seals intact. Part-used cases, opened sleeves of cups, and loose spoons cannot be restocked.
Items we cannot take back
Custom printed cups and containers carry your artwork and have no resale value to anyone else. Once a custom print run has gone to press it is final. We will always send a digital proof for your written approval before printing, and any error on the proof that we introduced is corrected free of charge.
Damaged, short, or wrong on arrival
Photograph the carton and the contents and email the pictures to support@momajaqs.com within 7 days of delivery. We will send a replacement or refund the affected lines in full — you keep or dispose of the damaged goods, and you pay nothing toward return freight.
Who pays return shipping
If the return is because of an error on our side, we cover it and send a prepaid label. If you ordered the wrong size or simply changed your mind, the return freight is yours to arrange, and the original outbound shipping charge is not refunded.
Getting your money back
Email support@momajaqs.com with your order number before shipping anything back, so we can issue a return reference. Once the goods reach us we inspect them within 2 business days and issue the refund to the original payment method. Your bank typically posts it within 5 to 10 business days after that.
Cancelling before dispatch
Orders that have not yet been packed can be cancelled at no cost — reply to your order confirmation or call (413) 333-2917 during shop hours.
Exchanges
We do not run a formal exchange process. Return the unwanted case for a refund and place a fresh order for the size you need; that is quicker than holding stock against a swap.
Questions on any of the above: support@momajaqs.com or (413) 333-2917.