Returns & exchanges — defects, damage, mockup mismatch | MOMUTO
If Something Is Wrong, We Fix It
Every kit is printed to your approved mockup, so there is no size-swap or change-of-mind return. If a piece arrives defective, damaged or different from what you approved, we replace it or refund it — including the return shipping you paid.
What is covered
Custom-made goods can't be resold, so the policy is narrow but firm: if it's our mistake or the carrier's, it's on us.
| Situation | What we do |
|---|---|
| Manufacturing defect loose seams, print flaws, wrong material | Replacement or full refund, our choice of the fastest route |
| Damaged in transit torn, stained or wet on arrival | Replacement or full refund; keep the packaging for the carrier claim |
| Differs from the approved mockup wrong colour, name, number, logo placement | Reprinted to the mockup, free — or refunded |
| Missing pieces one player's set not in the box | Missing items sent at no cost |
| Wrong size chosen on the roster | Not returnable — sizes are printed as you entered them; check the size guide before ordering |
| Change of mind after production started | Not returnable — the kit was made for you and can't be resold |
- ✓The mockup is the contract. Nothing is printed until you approve the final mockup, so what you approved is what we owe you.
- ✓Lifetime print guarantee. Sublimation is dyed into the fabric — it can't peel, crack or fade under normal washing. If it does, that's a defect and we replace it.
- ✓Return shipping is refunded when a return is approved — you never pay to send back our mistake.
- ✓No restocking fee, ever.
How a claim works
Five steps, and most claims never reach step four — a clear photo is usually enough for us to reprint or refund without the parcel coming back.
- Within 7 daysWrite to us. Email customer@momuto.com within 7 days of delivery with your order number, a short description and photos of the issue (and of the parcel if it arrived damaged).
- 1–2 daysWe review and issue an RMA. A team member checks the photos against your approved mockup and replies with a Return Merchandise Authorisation number and next steps. Please don't ship anything back before you have it.
- If neededSend it back. Some cases need the item at our production facility for inspection. Ship it unused, in its original packaging with tags attached, tracked, quoting the RMA — we refund the postage once the return is approved.
- On receiptInspection. The returned item is checked against the claim. Exchanges ship only after the inspection is complete; reprints for mockup mismatches start immediately.
- Within 14 daysRefund or replacement. Approved refunds go to your original payment method within 14 days of approval, for the full amount paid plus any return shipping. Replacements re-enter production and ship tracked.
Cancellations
You can cancel for a full refund at any point before production starts.
Before you approve the mockup
Full refund, no questions. Reply to your order email or write to customer@momuto.com.
After mockup approval
Production starts on approval and the fabric is printed to your design within days, so the order can no longer be cancelled or changed.
Design deposits
The design deposit on 100% custom requests is credited in full to orders of 5+ jerseys and is free for a team order. It is not a purchase and is not refunded on its own.
Questions about returns
Can I exchange a jersey for a different size?
Do I need to send the item back?
What if I missed the 7-day window?
How long does a replacement take?
Where does my refund go?
Can I return a Ready to Play jersey I customised?
Whenever you're ready
Design it yourself in 3D, free — or send us your idea and a designer builds it. Either way you approve a mockup before anything prints.
Design in 3D — free Ask on WhatsApp