Returns on Infant Formula

For safety and product-integrity reasons, we do not accept change-of-mind returns or exchanges for infant formula once it has been delivered.

Once a pack leaves our custody, we cannot verify how it has been stored or handled after delivery. This includes exposure to heat, moisture, damage or changes to the product seal.

However, if you receive an incorrect, damaged, expired, compromised or incomplete order, please contact us within the reporting period stated below so we can review the issue and arrange an appropriate replacement or refund.

We generally cannot accept change-of-mind returns for:

  • Infant formula that has already been delivered
  • Opened products
  • Products with a broken or removed safety seal after delivery
  • Products where the batch number or expiry date has been removed or made unreadable
  • Products that have been stored or handled outside the recommended conditions after delivery

Please check your order carefully before use.

If you are unsure which Mojilac variant is appropriate for your baby, please speak with a qualified paediatrician or healthcare professional before ordering.

Our customer support team can provide information about available variants, pack sizes and product availability, but we cannot advise which formula is medically suitable for an individual baby.

When We May Replace or Refund an Order

We may provide a replacement or refund where:

  • You received the wrong product or variant
  • The pack arrived damaged
  • The product was expired on arrival
  • The safety seal was already broken or compromised when delivered
  • The batch number or expiry date was unreadable on arrival
  • An item was missing from the order
  • The quantity delivered did not match the confirmed order

Where the issue is confirmed to be due to our error or the condition of the product at delivery, we will arrange the appropriate next step.

Where collection of the affected product is required, we will provide instructions.

Please Check Your Order on Delivery

Where possible, inspect the parcel and product promptly after delivery.

Please check that:

  • The carton is intact
  • The product packaging is not crushed, split or leaking
  • The safety seal is intact
  • The expiry date is clearly visible
  • The batch number is readable
  • The correct Mojilac variant has been supplied
  • The correct quantity has been delivered

Do not use the product if the seal is already broken, the pack is damaged, or the product appears compromised.

Contact us instead.

How to Report a Problem

Please contact us within 48 hours of delivery if you receive an incorrect, damaged or incomplete order.

When contacting us, please provide:

  1. Your order number
  2. A clear photograph of the product
  3. A photograph showing the batch number and expiry date
  4. A photograph showing any damage, broken seal or incorrect item
  5. A short description of the issue

Phone: [Phone Number]
WhatsApp: [WhatsApp Number]
Email: [Email Address]

We aim to review order-related complaints within one working day.

Please keep the affected product, carton and original packaging until the issue has been resolved, as collection or further inspection may be required.

If You Change Your Mind

For product-safety reasons, we do not normally accept change-of-mind returns of infant formula after delivery.

If you notice a mistake before dispatch, such as:

  • Wrong variant
  • Wrong quantity
  • Incorrect delivery address
  • Duplicate order

please contact us immediately.

If the order has not yet been dispatched, we may be able to amend or cancel it.

If the order has already been dispatched, changes or cancellations may no longer be possible. Please contact us as soon as possible and we will confirm whether any amendment can still be made.

How Refunds Are Processed

Once the issue has been reviewed and, where applicable, the returned product has been received and checked, an approved refund will be processed.

Cash on Delivery Orders

Approved refunds for Cash on Delivery orders may be issued through:

  • Bank transfer
  • Easypaisa
  • JazzCash

or another available method agreed with the customer.

Online Payments

Where online payment is available, approved refunds will normally be returned to the original payment method, where technically possible.

Approved refunds are normally processed within 7 working days.

Your bank, payment provider or wallet service may require additional time before the refunded amount appears in your account.

Replacements

Where a replacement is approved and the correct product is available in stock, we aim to dispatch the replacement as soon as the issue has been confirmed.

Replacement timelines may depend on:

  • Product availability
  • Delivery location
  • Courier schedules
  • Public holidays or other operational delays

Delivery Charges

If the return, refund or replacement is required because of an error on our side or because the product arrived damaged or compromised, the customer will not be charged for the return collection associated with the approved case.

Any original delivery-charge treatment will depend on the circumstances of the confirmed issue and the order.

Products With Short Remaining Shelf Life

We do not recommend using vague terms such as “close to expiry” without a defined internal standard.

If Mojilac has an official minimum remaining shelf-life requirement for dispatch, that standard should be stated clearly here.

Until such a standard is formally defined, complaints should be reviewed based on whether the product was:

  • Expired on arrival
  • Incorrectly labelled
  • Damaged
  • Compromised
  • Otherwise unsuitable due to a verified order or handling issue

Before You Order

Please check:

  • The correct Mojilac variant
  • The correct quantity
  • Delivery address
  • Contact number
  • Product information shown on the website

If you are unsure which formula is appropriate for your baby, please consult a qualified paediatrician or healthcare professional.

Our team can provide product information, including:

  • Available variants
  • Pack sizes
  • Ingredients and label information
  • Product availability
  • Order assistance

We cannot provide medical or feeding advice.

Contact Us

For questions about returns, refunds or order problems, please contact:

Mouj Pharmaceuticals
Phone:+92 300 0260777
Email: moujpharmaceuticals@gmail.com
Address: Islamabad, Pakistan

Important Notice

Breastfeeding is best for your baby. Infant formula should be used only when advised by a qualified healthcare professional. Always follow the preparation, storage and feeding instructions provided on the product packaging.

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