Momcozy Global Service Policy

1. General Provisions

This section stipulates the general terms of Momcozy's global service policy, covering contents such as the scope of application, definition of terms, the starting rule of the warranty period and basic principles.

1.1 Scope of Application

Applicable to global service support (excluding China region) for Momcozy brand pumps, electrical appliances, textiles and bags, home products and other products, as well as overseas services within the jurisdictions of Chengdu Momcozy, the US, Canada and European Momcozy. Other brands may refer to this for application.

1.2 Definition of Terms

(1) Warranty Period: refers to the period calculated from the date of sale of the Momcozy brand product or the date of user's receipt (whichever is later), during which services including return, exchange and warranty that comply with the product liability laws of the place of sale are provided.

The warranty period for the replaced product shall be recalculated from the date of replacement, and the product shall be entitled to a complete warranty service, equivalent to the after-sales warranty rights and interests of a brand-new product.

(2) Return and Refund Policy: refers to the service policy that Momcozy brand products are eligible for return or refund within 30 days from the date of sale or the date of user's receipt (or a longer period as stipulated by the laws of the place of sale).

(3) Exchange Policy: refers to the service policy that Momcozy brand products are eligible for exchange within 90 days from the date of sale or the date of user's receipt (or a longer period as stipulated by the laws of the place of sale).

(4) In-warranty service: For products of the Momcozy brand, the free replacement service (repair by replacement) will be provided within the warranty period, which is calculated from the date of sale or the date of user's receipt, whichever is later.

(5) Out-of-warranty service: refers to the paid service for Momcozy brand products, which is calculated from the date of sale or the date of user's receipt (whichever is later) and exceeds the warranty period or is caused by human factors.

1.3 General Provisions of Warranty Period

The warranty period shall commence as follows:

(1) Online Sales Channels: The time limit shall be calculated from the date on which the user receives the goods;

(2) Offline Sales Channels: The time limit shall be calculated from the date of purchase by the user;

(3) Valid Proof of Purchase: orders, invoices, or other vouchers recognized by the laws of the place of sale (such as bank payment records, etc.);

(4) No Valid Proof of Purchase: In the absence of valid proof, the later of the APP activation date and the factory date plus 90 days shall prevail.

1.4 Basic Principles

In case of conflicts among documents at all levels of this policy, the application order is as follows:

(1) Mandatory laws in the sales region (such as the EU Consumer Rights Directive, etc.);

(2) The substantive provisions of this policy.

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2. Product Warranty Service

This section sets out a general table specifying the standard warranty periods, warranty exclusions, warranty priority order and unified service scope for each product in its main sales regions.

2.1 Standard Warranty Period Table

Product Category	Included Products	United States & Canada	Europe (Excluding Spain)	Spain	Other Countries
Electrical products (main unit / complete unit)	Breast Pumps, Bottle Warmers, Bottle Washers, Sterilizers, Baby Monitors, Sound Machines, Baby Nail Trimmers, Thermometers, Baby Scales, Air Purifiers, Electric Baby Swings, Massagers, Fans, Formula Makers, Baby Food Makers, Wipe Warmers, Towel Warmers, Pet Grooming Devices, and all other products requiring electricity or battery power	2 Years	2 Years	3 Years	2 Years
Textiles Products and Bags	Nursing Bras, Sports Bras, Loungewear, Underwear, Shapewear, Tank Tops, Maternity Wear, Belly Bands, Maternity Support Belts, Nursing Pillows & Covers, Pregnancy Pillows & Covers, Baby Sleeping Bags, Swaddles, Mattress Covers, Blankets, Towels, Baby Rompers, Infant Clothing, Baby Carriers, Hip Seats, Baby Wraps, Bags, Storage Products, Laundry Bags, Socks, etc.	6 Months	2 Years	3 Years	6 Months
Household and Travel Products	High Chairs, Safety Gates, Strollers, Head Supports, Sleeping Pads, Emergency Mats, Anti-Roll Supports, Leg Positioning Pillows, Play Mats, Dance Mats, Piano Play Mats, Toys, and similar products	6 Months	2 Years	3 Years	6 Months
Accessories	Power Adapters, Charging Cables, Breast Pump Accessories (including Collection Cups, Flanges, Wearable Cups, Duckbill Valves, and other detachable accessories), Carrier Accessories, High Chair Accessories, Stroller Accessories, Safety Gate Accessories, Baby Swing Accessories, Nasal Aspirator Accessories, and similar items	3 Months	3 Months	3 Months	3 Months
Product Bundles / Kits	Care Kits, Nail Trimmer Kits, Maternity Kits, Feeding Kits, Breast Pump Kits, Electric Care Kits, and other bundled products	Warranty period follows the primary powered product included in the bundle	Warranty period follows the primary powered product included in the bundle	Warranty period follows the primary powered product included in the bundle	Warranty period follows the primary powered product included in the bundle

2.2 Cases Not Covered by Warranty

2.2.1 General Exclusions

The product shall not be covered by the warranty if any of the following circumstances occurs:

(1) Appearance damage or performance deterioration caused by normal wear and tear, accidents, misuse, negligence or external factors.

(2) Modification, disassembly or repair without Momcozy's authorization.

(3) Compatibility issues arising from software updates (unless deemed by Momcozy as a product defect).

(4) Problems caused by the use of non-original Momcozy accessories.

(5) The product is purchased from a seller not authorized by Momcozy or through illegal channels.

(6) Damage caused by natural disasters or force majeure events.

2.2.2 Additional Exclusions for Textiles Products and Bags

In addition to the general non-warranty circumstances, the following circumstances for textile and bag products are also not covered by warranty services:

(1) Improper washing and care. Issues such as shrinkage, deformation, discoloration, print peeling, and fabric pilling caused by failure to follow the care label instructions (e. g., high-temperature washing, bleaching, tumble drying, dry cleaning, etc.) are not covered by the warranty.

(2) Normal wear and tear. Changes arising from normal use such as fabric pilling, friction fuzzing, elasticity slackening, filler compacting, and snagging are not covered under the warranty.

(3) External stains or damage. Stains and damage caused by food, oil stains, cosmetics, sweat stains, etc. ; pet biting and scratching; accidental tearing due to hooking; scalding or melting caused by improper ironing are not covered by the warranty.

(4) Missing accessories. The original decorative parts, buttons, zipper pulls and other components of the product become loose and fall off due to daily use, excluding those not caused by sewing defects.

2.2.3 Additional Exclusions for Household and Travel Items

Household and Travel Products

(1) Damage caused by improper assembly, installation or overloading, such as failure to assemble correctly in accordance with the instruction manual, or structural deformation or fracture resulting from exceeding the rated load capacity.

(2) Damage caused by improper usage environment, such as long-term exposure of indoor products to outdoor sun, rain or moisture, which results in aging, discoloration, mildew or rust.

(3) Wear and tear arising from normal use, such as scratches on the ground, fatigue of elastic components, deformation of brackets, reduced adhesiveness of hook-and-loop fasteners, and wear of rubber wheels.

(4) Damage caused by human or external factors, such as collision and extrusion during transportation, exposure to chemical corrosive substances, pet gnawing, etc.

(5) Normal attenuation of toy functions, such as changes in volume or brightness caused by battery depletion or natural aging of electronic components.

2.3 Warranty Priority Order (from highest to lowest)

1. Standard warranty period (mandatory laws of the place of sale shall apply on a priority basis);
2. Seel Protection Plan and xcotton Protection Plan (extended warranty service);
3. 1-year extended warranty card (Seel Protection Plan is not applicable to users from Amazon and offline channels).

2.4 Summary of Service Scope

The following table outlines the standard service offerings available for each product category.

Service Category	Service Type	Breast Pumps	Feeding Appliances	Baby Care Electronics	Personal Care Electronics	Home & Textile Products	Baby Care Products	Lingerie & Apparel
Customer Support	Email	√	√	√	√	√	√	√
	Social Media	√	√	√	√	√	√	√
	Telephone	√	√	√	√	√	√	√
Warranty Services	Return	√	√	√	√	√	√	√
	Exchange	√	√	√	√	√	√	√
	Repair	√	√	√	√
Professional Services	Paid Expert Support	√

Note: All services must fully comply with the data protection laws of the place of sale. The processing of user data will strictly follow the "minimum necessity" principle, and the retention period shall not exceed the statutory time limit or the time necessary to achieve the service purpose.

3. Product After-sales Service

This section sets out various after-sales services under the Momcozy Global Service Policy, including return/exchange services through different channels, in-warranty/out-of-warranty services, and extended warranty services.

3.1 After-sales Service for Amazon & Independent Websites

Service Type	Amazon Platform（B2C）	Official independent‑site platform（Momcozy.com）
Return Service	(1) For products purchased by users on the Amazon platform, please contact Amazon official customer service for return‑without‑reason requests or product performance‑related issues. (2) If your after‑sales request has been rejected by Amazon, you may reach out to the Momcozy service team. We will assist you with the handling based on Amazon platform rules and the evidence you provide.	(1) Process: For products purchased on the Momcozy official website (Momcozy.com), please contact the official website customer service of the independent site for return‑without‑reason requests or product performance‑related issues. For order cancellation, delays or out‑of‑stock issues, you may reach out to the Momcozy service team. (2) Return‑without‑reason (within 30 days of receipt) ① Unopened or unused: Returns or exchanges are available, and the user shall bear the return shipping fee. ② Opened but unused (kept in original packaging): Returns or exchanges are available, and the user shall bear the return shipping fee. ③ Used items: Returns or exchanges are not accepted. ④ All complimentary accessories and gifts must be returned together. Clearance items and non‑Momcozy branded products are not eligible. ⑤ A valid proof of purchase is required. (3) Return‑without‑reason (more than 30 days after receipt) ① Returns are not accepted. ② If you encounter special circumstances, please contact the Momcozy service team. We will conduct an assessment and provide an appropriate solution.
Exchange Service	For products purchased by users from the Amazon platform, if a product performance fault is confirmed within the replacement period (within 90 days), users may contact the Amazon platform or the Momcozy service team to apply for a free replacement (see "Circumstances Not Covered by Warranty" for exclusions).	For products purchased by users from the official Momcozy website that are confirmed to have performance‑related defects within the exchange period (within 30 days), users may contact the Momcozy service team for a free product exchange (please refer to "Situations Not Covered by Warranty" for exclusions).
Out-of-warranty service	Orders for products purchased by users from the Amazon platform that are out of warranty (2‑year warranty for the United States & Canada; 2‑year warranty for Europe, with a 3‑year warranty for Spain) may be addressed by contacting the Momcozy service team.	For orders of products purchased from the official independent‑site platform that are out of warranty (2‑year warranty for the United States & Canada; 2‑year warranty for Europe, with a 3‑year warranty for Spain), please contact the Momcozy service team. We will conduct an assessment and provide you with appropriate solutions.
In-warranty service	Products purchased by users from the Amazon platform that suffer non‑human‑caused damage within the warranty period can be handled by contacting the Momcozy team.	Please contact the Momcozy service team if products purchased by users from the official independent‑store platform fall under any of the following circumstances. We will conduct an assessment and provide appropriate solutions for you. ① Non‑man‑made damage to electrical products within the warranty period (refer to "General Warranty Provisions" for details); ② Breast pump accessories (milk cups, duckbill valves, flanges, etc.) come with a 3‑month warranty period; ③ After troubleshooting for quality‑related issues; ④ When product return is deemed necessary upon assessment.

3.2 Offline B2C After-sales Service

3.2.1 General Provisions and Core Principles

General Provisions: Distributors shall provide comprehensive after-sales support to users to whom they make direct sales. For distributors that are not capable of providing such services, after-sales support may be provided directly by the Momcozy service team.

Core Principle: If the laws of the country where the user is located or the policies committed by the distributor themselves are more favorable than this policy, the laws or policies that are more beneficial to the user shall apply on a priority basis.

3.2.2 Collaboration Mechanism

Users may submit requests through the following channels:

(1) Submit a claim directly to the original dealer of purchase;

(2) submit to the Momcozy service team;

3.3 Extended Warranty Service

3.3.1 Coverage Scope

The product purchased by the user is additionally covered by protection that goes beyond the scope and term of the original manufacturer's warranty. In the event of mechanical failure, electrical failure, damage from drops or spills, or accidents, users may access the corresponding solution center to apply for services based on the specific extended warranty service they have purchased:

Seel Users: Visit the Seel Resolution Center

Xcotton Users: Visit the Xcotton Claims Center

3.3.2 Nature of Service

This extended warranty service is a value-added service provided by Seel or Xcotton, which requires separate purchase by the user and is not part of the standard Momcozy warranty.

3.3.3 Responsibilities and Obligations

Momcozy will clearly indicate that the extended warranty service is provided by Seel or Xcotton during the purchase process on its official website, and publish the link to its service agreement. In case of any performance issues with the extended warranty service, Momcozy will provide necessary assistance (such as conveying claims on behalf of users and providing purchase records), while the specific compensation, repair and corresponding liabilities shall be independently borne by Seel or Xcotton in accordance with their respective service agreements, and users shall directly claim their rights against the corresponding service provider.

3.3.4 Details of Extended Warranty Service

The product you purchased is covered by protection that extends beyond the scope and term of the original manufacturer's warranty. In the event that the product encounters any of the following issues, we will provide you with repair or replacement services:

• Mechanical failure: Damage to internal parts or components that renders the product unable to function properly;
• Electrical failure: A fault occurring in an electrical component will cause problems such as power surges, short circuits or abnormal voltage distribution, which in turn leads to the product failing to function properly;
• Falls, Spills and Accidents: Sudden unexpected events that cause physical damage to the product or render it inoperable;

In the event of any of the above situations, you can easily resolve product failure issues by accessing the Seel Resolution Center or the Xcotton Claims Center.

Note: The Protection Plan is a value-added service provided by Seel or Xcotton. You need to add this protection plan to specific products, and do not purchase it as an independent item. This extended warranty service is not part of the standard warranty for Momcozy products. All service performance, Quality Assurance, liability undertaking and dispute resolution related thereto shall be directly handled between the user and Seel or Xcotton in accordance with the service agreement provided by them. Momcozy shall not bear any direct, joint or warranty liability to users in respect of this extended warranty service.If the user suffers losses due to Seel or Xcotton's failure to fulfill the extended warranty obligations, the user shall directly claim rights against Seel or Xcotton.

4. Contact Information

The following are the official contact details of the Momcozy service team, which provides telephone support by country/region, as well as other commonly used contact methods.

4.1 Telephone Support

Country/Region	Telephone	Service Hours
United States	[phone]	EST: 8AM-5PM
United Kingdom	[phone]	BST: 8AM-5PM
Germany	[phone]	CET: 8AM-5PM
Spain	[phone]	CET: 8AM-5PM
France	[phone]	CET: 8AM-5PM

4.2 Other Contact Information

1. WhatsApp：[phone]
2. Online Communication: 7 days * 24 hours service
3. Email: [e-mail]
4. Official Website: www.momcozy.com

* This Policy shall be interpreted and revised by the Momcozy Service Team.