Refund policy

Return & Refund Policy

At MomySnug®, we want every customer to feel confident when ordering our product. If something is not right with your order, please contact us and we’ll do our best to make it right.

This policy explains how returns, refunds, exchanges, and warranty claims work.

30-Day Return Guarantee

You have 30 days from the delivery date to contact us if your order arrives damaged, defective, incorrect, or not as described.

To start a return request, please email us at support@momysnug.com with your order number and a short explanation of the issue.

To help us review your case quickly, please include:

  • Your order number
  • 3–4 clear photos or a short video showing the issue
  • A photo of the product, packaging, and any included accessories

Once your request is reviewed and approved, we’ll provide the next steps for a refund, replacement, or return.

Return Eligibility

To be eligible for a return, the item should be returned in a condition that allows us to inspect and process it properly.

Returned items should include:

  • The original product
  • Rechargeable mini pump, if included in your order
  • All bags, accessories, manuals, free gifts, or bonus items
  • Original packaging whenever possible

Items may not be eligible for a full refund if they are heavily used, missing parts, damaged due to misuse, stained, altered, or returned without important accessories.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incorrect, or not as described, please contact us within 7 days of delivery so we can review the issue and make it right.

If the issue is confirmed by our team, Aervira™ will offer one of the following solutions:

  • A free replacement
  • A full refund
  • A partial refund, if you prefer to keep the item

For confirmed defective or incorrect items, Aervira™ will cover the return shipping cost if a return is required.

Returns for Change of Mind

We understand that sometimes a product may not be the right fit for your needs. However, returns for change of mind, personal preference, or unmet expectations must be reviewed and approved by our support team first.

For approved non-defective returns:

  • Customers are responsible for return shipping costs
  • A 30% handling and restocking fee may apply
  • The final refund amount depends on the condition of the returned item
  • Shipping fees, if any, are non-refundable

Please do not send items back without contacting us first. Returns sent without approval may not be accepted.

Exchanges

If your item is defective, damaged, or incorrect, we’re happy to offer a free replacement once the issue is verified.

For non-defective exchanges, such as changing to another size, color, or bundle option, approval depends on product availability. Customers may be responsible for return shipping, reshipping costs, and a handling fee.

Refund Processing Time

Once your return is received and inspected, we’ll notify you whether your refund has been approved.

Approved refunds are usually processed within 2–5 business days. After the refund is issued, it may take 2–10 business days for your bank or card provider to post the refund to your account.

If it has been more than 15 business days since your refund was approved and the refund has not appeared in your account, please first contact your bank or card provider, as posting times may vary. If they need confirmation from us, you can contact us at support@momysnug.com and we’ll be happy to help.

Order Cancellations

Orders can be cancelled within 4 hours of purchase by emailing support@momysnug.com with the subject line Order Cancellation.

Please include your order number in the email.

If your request is submitted within this timeframe and your order has not yet been processed, packed, shipped, or fulfilled by our warehouse, we will cancel the order and issue a full refund to your original payment method.

Approved cancellation refunds are usually processed within 2–5 business days. After the refund is issued, it may take additional time for your bank or card provider to post the refund to your account.

Please note: Orders that have already been processed, packed, shipped, or fulfilled by our warehouse can no longer be cancelled. In that case, you may request a return after delivery according to this policy.

Return Label Validity

If we provide a return label, the label must be used within the timeframe stated in our return instructions. If the return label expires or the item is not shipped back within the required window, your return request may be delayed, cancelled, or require a new review.

What Is Not Covered

The following cases are generally not covered for refund, replacement, or warranty claim:

  • Normal wear and tear from regular travel use
  • Damage caused by misuse, improper storage, accidents, or unauthorized modifications
  • Damage caused by sharp objects, excessive force, overpacking, or airline/luggage handling
  • Missing parts, accessories, or free gifts from the return package
  • Items returned without prior approval
  • Final sale items, unless they arrive defective or incorrect

Product Issue Support

Aervira™ products are designed for repeated trips and everyday travel organization. If you experience a product issue within 30 days of delivery that may be related to a manufacturing or functional defect, our support team will review your case.

Product-related issues may include faulty valves, defective seals, zipper defects, or issues with the rechargeable mini pump that are not caused by misuse, accidental damage, or normal wear.

This support does not cover normal wear and tear, cosmetic scratches, accidental damage, misuse, unauthorized repairs, overpacking, improper sealing, water exposure, damage caused by sharp objects, or damage caused by use outside the product’s intended purpose.

If you experience an issue within 30 days of delivery, please contact us at support@momysnug.com with your order number, clear photos or a short video of the problem, and a brief explanation of how the issue occurred.

After reviewing the case, Aervira™ may offer a replacement, partial refund, store credit, repair support, or another suitable solution depending on the situation.

Final Sale Items

Items marked as Final Sale cannot be returned or exchanged unless they arrive damaged, defective, or incorrect.

Need Help?

If you have any questions about your order, return, refund, or warranty claim, please contact us at:

Email: support@momysnug.com

Our support team usually replies within 24–48 business hours