Most Moms List sales go smoothly, but if there's a problem with a purchase, the Moms List Money Back Guarantee ensures that buyers receive the item they ordered or get their money back.
Buyers can use the Moms List Money Back Guarantee when:
Most sellers work with buyers to quickly resolve issues, but if a solution isn't reached, we can help.
Most transactions on www.momslist.co.za are covered by the Moms List Money Back Guarantee.
Purchases are covered by the Moms List Money Back Guarantee when all of the following are true:
If a buyer doesn't receive an item, the buyer needs to report that they didn't receive the item by contacting the seller from the moms list automated e-mailer sent to the buyer. The seller should address the buyer's concern and provide updates on the delivery of the item, tracking information, or a refund.
If the buyer isn't happy with the seller's response or doesn't receive a response, the buyer can ask us to step in and help.
If asked to step in and help, we review the information provided by the buyer and seller for evidence of successful on-time delivery to the buyer's address. We require proof of signature to confirm delivery for items with a total cost of R500 or more.
If we determine that the item wasn't successfully delivered, we refund the full cost of the item and original shipping via PayPal or directly into the buyer’s bank account. The seller is required to reimburse us for the amount. Learn more about reimbursement.
Generally, the buyer is responsible for accepting the item when it arrives. If the buyer refuses delivery, their claim is not eligible for the Moms List Money Back Guarantee.
The buyer is responsible for paying any customs and duty fees for international shipping.
If a buyer receives an item that doesn't match the listing description, the buyer needs to request a return from Moms List contact us. The seller should address the buyer's concern and offer a solution, such as accepting a return, offering a replacement or refund.
If the buyer doesn't receive a response or solution, or returns the item but doesn't receive a refund or replacement from the seller, the buyer can ask us to step in and help.
If asked to step in and help, we review the item description, photos of the item, if provided by the buyer or seller, and any other information about the item that the buyer and seller provide. If we can't determine that the item matches the listing description, if the seller has already offered a return, or the seller's stated return window and policy applies, we may ask the buyer to return the item to the seller.
When an item is returned to the seller
Either we generate a return shipping label or the seller can provide a label. We add the cost of a Moms List-generated label to the seller's monthly Moms List invoice.
When a return shipping label is made available to the buyer and/or the buyer chooses to purchase a separate label, the buyer won't be refunded by Moms List for the cost of the label.
After confirming that the item was returned to the seller, we refund the full cost of the item and original shipping via PayPal. We require the seller to reimburse us for the amount. When the buyer arranges shipping or picks up the item, we may not refund the cost of original shipping or pickup.
If the seller chooses to offer the buyer an untracked returns label, the buyer will not be required to provide proof of delivery of the return if Moms List is asked to step in and help. The seller will be responsible for the reimbursement amount. Find out more about reimbursement.
When an item isn't returned to the seller
In some instances, we may not require that an item be returned to the seller. In these situations, we refund the buyer and may seek reimbursement from the seller, for example if:
If a buyer suspects that an item is counterfeit, and there are strong indicators that the item is counterfeit, we don't require the buyer to return the item to the seller. The buyer agrees to cooperate with us to ensure the proper disposal of the item. In such instances, we refund the buyer for the full cost of the item and original shipping, and the seller reimburses us for the refund. The buyer may not sell the item on Moms List or elsewhere.
Item not received
Item not as described