Return Policy

At Mommy & Me Mystery Scoops, we want you to love your mystery scoop experience. Because our products involve randomised prizes and personalised packing, our return and refund policy reflects the unique nature of what we sell.

1. Digital Scoops & Revealed Prizes

Once a virtual mystery scoop has been opened and your beads have been revealed, the outcome is final. Due to the randomised nature of the product and the fact that prize results are visible immediately, we cannot offer refunds or exchanges based on the prize outcome you received.

2. Cancellation Before Scoop

If you have paid for an order but have not yet opened your virtual scoop, you may request a cancellation and full refund by contacting us before the scoop is opened. Once the scoop animation begins, the order is considered fulfilled.

3. Physical Prizes — Damaged or Incorrect

If you receive a physical prize that is damaged, defective, or incorrect, please contact us within 7 days of receiving it. We will:

• Arrange a replacement of the same or equivalent prize, or
• Issue a full refund for the affected item.

Please include your order number and a photo of the damaged or incorrect item when contacting us.

4. Physical Prizes — Change of Mind

As prizes are randomly assigned and personalised, we do not accept returns or exchanges for change of mind. Each prize is unique to your scoop and cannot be resold.

5. Non-Delivery

If your physical prize does not arrive within the estimated delivery window plus 14 days, please contact us. We will investigate with the courier and either re-ship the prize or issue a refund.

6. Refund Processing

• Approved refunds are processed back to your original payment method within 5–10 business days.
• You will receive an email confirmation when your refund has been initiated.

7. Packing Video Disputes

Every physical scoop is packed on video. If you believe your scoop was not packed correctly or an error was made, the packing video serves as the definitive record. Please contact us with your order number and we will review the video and resolve the matter.

8. How to Request a Return or Refund

To request a return, replacement, or refund, please contact us through the app with:

• Your order number
• A description of the issue
• Photos (if applicable)

Our team will respond within 48 business hours.

9. Consumer Rights

This policy does not affect your statutory rights under the South African Consumer Protection Act (CPA). Where this policy conflicts with your CPA rights, the CPA prevails.