Refund policy

Returns, withdrawal and refunds

At MOOJO, we attach great importance to the quality of our products, to their proper storage and to the protection of our customers. This policy sets out the conditions for cancellation, withdrawal, return, exchange and refund that apply to orders placed on our online shop.

1. Cancelling an order before preparation

If your order has not yet been prepared or dispatched, you may contact us to request its cancellation.

Where the order can still be cancelled, we will issue a refund via the payment method used at the time of purchase.

If the order has already been prepared, handed over to the carrier or dispatched, it can no longer be cancelled directly. Provided the conditions are met, you may then exercise your right of withdrawal after receiving the order.

2. Right of withdrawal

In accordance with the European rules applicable to online purchases, consumers in principle have a period of 14 calendar days from receipt of their order in which to exercise their right of withdrawal, without having to give any reason.

To withdraw, use the "Withdraw from contract here" link at the bottom of every page of our shop, available throughout the withdrawal period. Enter your name, your order number and the email address where you want to receive the confirmation, then confirm with the "Confirm withdrawal" button. We immediately send you an acknowledgement by email, restating your declaration with the date and time it was sent. You can also email your withdrawal statement to info@moojo-cacao.be.

The withdrawal request must be sent within the statutory period of 14 days from receipt of the order.

3. Conditions for returning products

For a return to be accepted, the item must be:

• unused;
• unopened;
• complete;
• in its original packaging, intact;
• in the same condition as when you received it;
• accompanied by proof of purchase or an order reference.

For reasons of hygiene, food safety and storage, food products can only be taken back if they are unopened, with the seal intact, unconsumed, undamaged and in a condition that allows them to be resold.

Products that have been opened, unsealed, partly consumed, handled excessively, damaged, or that are no longer in their intact original packaging cannot be refunded, except in the case of an error on our part or a defective product.

4. Products excluded from return

Certain products cannot be returned, in particular:

• food products that have been opened, unsealed or partly consumed;
• products whose original packaging has been opened or damaged for reasons not attributable to an error on our part;
• personalised products or products prepared specifically at the customer's request;
• gift cards;
• products on sale or on promotion, except where a defect is established or the law provides otherwise;
• products that cannot be returned for reasons of hygiene, health or food safety once opened.

5. Return period

Once your withdrawal or return request has been accepted, the items concerned must be sent back to us within 14 calendar days.

The cost of returning the goods is borne by the customer, except in the case of an error on our part, a defective product or a product received damaged.

We recommend that you use a tracked shipping method. MOOJO cannot be held liable for returned parcels that are lost, damaged or not delivered by the carrier chosen by the customer.

6. Inspection and refund

Once the returned product has been received, we will inspect it to check that it meets the return conditions.

We will inform you by e-mail whether the refund has been accepted or refused.

If the return is accepted, the refund will be made via the payment method used when placing the order. The refund will be made no later than 14 days from receipt of the returned product, or from receipt of proof that the return has been shipped.

We reserve the right to withhold the refund until we have received the returned product or until we have received proof that the return has been shipped.

7. Partial refund

A partial refund may be granted in certain cases, in particular if:

• the returned item is not in its original condition;
• the packaging is damaged;
• certain parts or components are missing;
• the product has been handled beyond what is necessary to establish its nature, characteristics or proper condition;
• the loss of value of the product results from improper handling by the customer.

No refund will be granted for a food product that has been opened, unsealed or partly consumed, except in the case of an error on our part or an established defect.

8. Damaged or defective products, or order errors

If you receive a product that is damaged, defective or different from the one you ordered, please contact us as soon as possible via the contact form on our website.

Where necessary, we will ask you for photos of the parcel, the packaging and the product received so that we can assess the situation.

If the problem is confirmed, we will offer, depending on the case:

• a replacement;
• a credit note;
• a refund;
• or another appropriate solution.

In this case, any return costs will not be charged to you.

9. Exchanges

We replace an item only if it is defective, damaged, or if an error was made when preparing the order.

If you wish to request an exchange, please contact us via the contact form on our website, stating your order number and the problem encountered.

For food products, no exchange will be accepted if the product has been opened, unsealed, partly consumed or handled excessively, except where a defect is established or an error was made on our part.

10. Items on sale or on promotion

Items on sale or on promotion are not refundable, except in the case of an established defect, an order error or where the law provides otherwise.

11. Gifts

If the returned item was marked as a gift at the time of purchase and was sent directly to you, we may, once the return has been accepted, send you a gift credit equal in value to the returned item.

If the item was not marked as a gift at the time of purchase, the refund will be made to the person who placed the order, via the payment method used at the time of purchase.

12. Late or missing refunds

If you have not yet received your refund, please first check your bank account.

Then contact your payment card issuer, as some time may pass before the refund is officially posted.

Also contact your bank, as processing times may apply.

If, after these checks, you have still not received your refund, please contact us via the contact form on our website.

13. Disputes

If you have a question or a dispute, we invite you first to contact us via the contact form on our website so that we can look for a solution directly with you.

You may also consult the European online dispute resolution platform at the following address:

https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN