Returns & Refunds Policy

1. Fresh Milk Is a Perishable Product

Fresh buffalo milk has a limited usable life and requires proper handling and storage.

For hygiene and food-safety reasons, milk that has already been delivered and accepted cannot normally be taken back and resold.

For this reason, Momo Dairy does not accept general returns simply because:

• The customer changed their mind
• The customer ordered too much milk
• The milk was not stored correctly after delivery
• The product was left outside for an extended period
• The customer no longer needs the order after delivery

If there is a genuine issue with the delivered product, please contact us immediately.

2. When Should You Contact Momo Dairy?

Please contact us if you experience an issue such as:

• You received the wrong quantity
• You received the wrong product
• The packaging arrived damaged or leaking
• The milk appears to have a problem at the time of delivery
• Part of your confirmed order is missing
• You were charged differently from the price confirmed for your order

Reporting the issue quickly allows us to review the delivery while the information is still clear.

3. Incorrect Orders

If Momo Dairy delivers a different product or quantity from what was confirmed, contact us as soon as possible.

Please provide:

• Your name
• Phone number
• Order details
• What you ordered
• What you received
• A photo where useful

We will check the order details and determine the appropriate solution.

Depending on the situation, this may include correcting the order, replacing the affected item, or another reasonable resolution.

4. Damaged or Leaking Packaging

If the milk packaging is damaged, open, or leaking when it reaches you, please inform Momo Dairy as soon as possible.

Where possible, take a clear photograph of the packaging before disposing of it.

Photos help us understand what happened and review the issue with the delivery team.

If the packaging was damaged before or during delivery, Momo Dairy will review the matter and provide an appropriate solution.

5. Product Quality Concerns

If you believe there is a genuine problem with the milk when it is delivered, contact us immediately.

Please tell us:

• When the milk was delivered
• What issue you noticed
• How the milk was stored after delivery
• When you first noticed the problem
• Any other information that may help us review the issue

Where useful, we may ask for a photograph or other details.

Momo Dairy uses daily Lactoscan reporting for its fresh buffalo milk, including Fat and SNF information.

These readings provide composition information, but customer complaints are reviewed based on the specific delivery and issue reported.

See alsoLactoscan Milk Testing·Milk Quality

6. Storage After Delivery

Once milk has been successfully delivered, customers are responsible for storing it appropriately.

Fresh milk should not be left for long periods in unsuitable conditions.

Momo Dairy may not be responsible for problems caused by:

• Improper refrigeration
• Leaving milk outside after delivery
• Using an unclean storage container
• Keeping the milk beyond its recommended storage period
• Contamination after the product has been delivered
• Incorrect handling by the customer

Customers should follow any storage guidance provided by Momo Dairy.

See alsoFresh Milk Storage Guide

7. Change of Mind

Because fresh milk is perishable, we do not normally accept returns or refunds after successful delivery simply because a customer changes their mind.

Please check the quantity you need before confirming your order.

If you want to reduce or change an order before delivery, contact Momo Dairy as early as possible.

We will try to make the requested change if the order has not already been prepared or dispatched.

8. Order Changes Before Delivery

If you need to change:

• Quantity
• Delivery address
• Contact number
• Delivery instructions

please contact us before the order has been prepared or sent for delivery.

We will try to accommodate reasonable changes.

However, a change may not be possible if preparation or delivery has already started.

9. Order Cancellation

If you need to cancel your order, contact Momo Dairy as early as possible.

Cancellation may be possible before the milk has been prepared or sent for delivery.

If the delivery process has already started, cancellation may not always be possible.

For regular milk orders, please communicate any required change before the next order is prepared.

10. Replacement of an Order

If our review confirms that an order was incorrect, damaged during delivery, or affected by an issue for which Momo Dairy is responsible, we may offer a replacement where appropriate.

Replacement availability may depend on:

• Product availability
• Required quantity
• Delivery timing
• Customer location
• Nature of the reported issue

Momo Dairy provides delivery across Lahore, but replacement timing may depend on the delivery route available at that time.

11. Refunds

Where a refund is considered appropriate after reviewing a genuine order issue, Momo Dairy will communicate the resolution directly with the customer.

Refund eligibility may depend on the circumstances of the order and the nature of the complaint.

A refund is not automatically provided simply because a complaint has been submitted.

We first review the information available and determine the most appropriate solution.

Depending on the situation, a resolution may involve:

• Replacement
• Correcting an incorrect quantity
• Resolving a pricing issue
• Refund where appropriate
• Another reasonable solution agreed with the customer

12. How Quickly Should You Report an Issue?

Fresh milk is highly perishable, so complaints should be reported as soon as possible after delivery.

Delays in reporting a problem can make it difficult to determine whether the issue existed at the time of delivery or developed later because of storage or handling.

For the best chance of resolving an issue properly, please contact Momo Dairy immediately after noticing the problem.

13. Information We May Request

To review a complaint, we may ask for:

• Customer name
• Phone number
• Delivery address
• Order date
• Quantity ordered
• Description of the problem
• Photographs
• Delivery details
• Storage information

We only request information that helps us understand and resolve the issue.

Personal information submitted during a complaint is handled according to our Privacy Policy.

See alsoPrivacy Policy

14. Delivery Issues

If an issue is related to delivery rather than the product itself, please contact us with the relevant details.

Examples include:

• Incorrect address delivery
• Missing quantity
• Delayed order
• Delivery communication issue
• Damaged packaging during transportation

For general information about our delivery process, see the Shipping & Delivery Policy.

See alsoShipping & Delivery Policy

15. Regular Milk Orders

Customers with regular milk orders should inform Momo Dairy if their required quantity or delivery details change.

If you no longer need the same quantity, contact us before the next order is prepared.

Momo Dairy does not currently offer an automated pause, change, or cancellation system. Changes to a regular order should be communicated directly to our team.

See alsoMilk Subscription Lahore

16. Misuse of the Policy

Momo Dairy reserves the right to review complaints carefully and may refuse a refund or replacement where there is reasonable evidence that:

• Information provided is false
• The product was handled incorrectly after delivery
• The claim does not match the order records
• The policy is being deliberately misused
• The issue occurred after successful delivery because of customer handling

This helps us maintain a fair process for all customers.

17. Policy Updates

Momo Dairy may update this Returns & Refunds Policy as our products, delivery process, or customer service procedures change.

The latest version will be available on our website.

The Last Updated date at the top of this page will be revised whenever significant changes are made.

18. Contact Momo Dairy

If you have an issue with your order, contact us as soon as possible.

Momo Dairy — website momodairy.pk, phone and WhatsApp 0329 4382929.

Please provide your order details and explain the issue clearly so that our team can review it properly.

Our aim is to handle genuine order problems fairly and provide a reasonable solution based on the circumstances.

See alsoContact Momo Dairy