Refund policy

Returns, Cancellations, and Refunds

At MOOJO, we place great importance on the quality of our products, their proper preservation, and the protection of our customers. This policy explains the cancellation, withdrawal, return, exchange, and refund terms that apply to orders placed through our online store.

## 1. Canceling an Order Before It Is Prepared

If your order has not yet been processed or shipped, you can contact us to request that it be canceled.

If the order can still be canceled, we will issue a refund using the same payment method used for the purchase.

If the order has already been prepared, handed over to the carrier, or shipped, it can no longer be canceled directly. In that case, provided the conditions are met, you may exercise your right of withdrawal after receiving the order.

## 2. Right of Withdrawal

In accordance with European regulations governing online purchases, consumers generally have 14 calendar days from the date they receive their order to exercise their right of withdrawal, without having to provide a reason for their decision.

To make this process easier, our online store provides a withdrawal option via a clearly labeled button or link, such as “Exercise my right of withdrawal.”

This feature allows you to submit a withdrawal request online. The process includes a confirmation step, and an acknowledgment of receipt is automatically sent by email after the request is submitted.

To exercise your right of withdrawal, you must provide at least the following information:
- your name;
- your email address;
- your order number;
- the item(s) covered by the request.

The request to cancel the order must be submitted within the statutory 14-day period starting from the date the order was received.

## 3. Product Return Policy

For a return to be accepted, the item must be:
- unused;
- unopened;
- complete;
- in its original, undamaged packaging;
- 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 preservation, food products may only be returned if they are unopened, unsealed, unused, undamaged, and in a condition that allows them to be resold.

Products that have been opened, unsealed, partially consumed, excessively handled, damaged, or are no longer in their original, unopened packaging are not eligible for a refund, except in the case of an error on our part or a defective product.

## 4. Products Excluded from Returns

Certain products cannot be returned, including:
- food products that have been opened, unsealed, or partially consumed;
- products whose original packaging has been opened or damaged for reasons not attributable to an error on our part;
- personalized products or those specifically prepared at the customer’s request;
- gift cards;
- products on sale or on promotion, unless there is a proven defect or a legal provision to the contrary;
- products that cannot be returned after opening for reasons of hygiene, health, or food safety.

## 5. Return Period

Once your request for cancellation or return has been approved, the items in question must be returned to us within 14 calendar days.

The customer is responsible for return shipping costs, unless the error was on our part, the product is defective, or it was received damaged.

We recommend that you use a shipping method that includes tracking. MOOJO cannot be held responsible for returned packages that are lost, damaged, or undelivered by the carrier chosen by the customer.

## 6. Inspection and Refund

Once we receive the returned item, we will inspect it to verify that it meets the return criteria.

We will notify you by email whether your refund request has been approved or denied.

If the return is accepted, the refund will be issued via the payment method used when placing the order. The refund will be processed within a maximum of 14 days from the date we receive the returned product or proof of shipment for the return.

We reserve the right to delay the refund until we receive the returned product or until we receive proof of shipment for the return.

## 7. Partial Refund

A partial refund may be granted in certain cases, including 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 verify its nature, characteristics, or condition;
- the loss of value of the product results from improper handling by the customer.

No refunds will be issued for food products that have been opened, unsealed, or partially consumed, except in the event of an error on our part or a proven 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 using the contact form on our website.

If necessary, we will ask you to provide photos of the package, the packaging, and the product you received so that we can assess the situation.

If the issue is confirmed, we will offer, depending on the situation:
- a replacement;
- a store credit;
- a refund;
- or another appropriate solution.

In that case, you will not be responsible for any return shipping costs.

## 9. Exchanges

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

If you would like to request an exchange, please contact us using the contact form on our website, providing your order number and a description of the issue you are experiencing.

For food products, no exchanges will be accepted if the product has been opened, unsealed, partially consumed, or excessively handled, unless there is a proven defect or an error on our part.

## 10. Items on sale or on promotion

Items on sale or on promotion are non-refundable, except in the case of a proven defect, an order error, or a contrary legal provision.

## 11. Gifts

If the returned item was marked as a gift at the time of purchase and was shipped directly to you, we may, after accepting the return, issue you a gift credit equal to the value of the returned item.

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

## 12. Late or Missing Refunds

If you haven't received your refund yet, please check your bank account first.

Next, contact your credit card issuer, as it may take some time before the refund officially appears on your statement.

Please also contact your bank, as processing times may apply.

If, after checking these points, you still haven't received your refund, please contact us using the contact form on our website.

## 13. Disputes

If you have any questions or concerns, please contact us first using the contact form on our website so that we can work with you directly to find a solution.

You can also visit the European Online Dispute Resolution platform at the following address:

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