Refund policy
Return Policy
Product Representation
The product matches its name and description accurately. Product images are provided for illustrative purposes only and offer an approximate representation of the actual product.
Return Eligibility
We have a 14-day return policy, which means you have 14 days from the date you receive your order to request a return.
To be eligible for a return:
• The item must be unused, unopened, and in the same condition in which you received it.
• The item must be in its original packaging, with all tags and labels intact.
• A valid receipt or proof of purchase is required.
Non-Returnable Items
The following items cannot be returned or exchanged:
• Food and beverage products are not eligible for return under any circumstances.
• Used items, including machines, accessories, or products with opened packaging.
• Gift cards.
• Products marked as “Best Before” or “Near Expiry” in the product name.
• Products that have been opened, consumed, damaged, or improperly stored after delivery.
Return Process
To request a return, please contact us through WhatsApp: +20 100 481 0869
Once your return request has been reviewed and approved, you may choose one of the following return options:
• Bring the item directly to our warehouse.
• Use a shipping provider of your choice to return the item.
• Request our shipping agent to collect the item from your address.
When requesting collection through our shipping agent, please note the following:
• You are fully responsible for the order during the return process, including ensuring that the item is properly packaged and protected for safe delivery.
• Mora Sweet will not be held responsible for any damage, loss, or other issues that occur during the return delivery process.
• All return shipping fees will be paid by the customer.
• By choosing this return option, you acknowledge and accept full responsibility for the item until it reaches us in its original condition.
If the return is requested due to a change of mind or without a valid reason, the original shipping fees will be deducted from the refund amount.
Damaged Items or Order Issues
If your order is missing any items, contains damaged products, or includes incorrect or invalid items, you must notify us within 24 hours of delivery.
Reports submitted more than 24 hours after delivery will not be accepted, and the order will be considered complete, accepted, and approved by the customer.
If you ordered a beans-to-cup coffee machine, you have the right to inspect the machine when it is delivered. Any issue must be reported before the delivery agent leaves. Otherwise, the order will be considered accepted and complete.
Refunds
Once we receive and inspect the returned item, we will notify you whether your refund request has been approved or rejected.
If the refund is approved:
• The refund will be issued to your original payment method within 14 business days.
• For payments made online, a 5% payment-processing fee will be deducted from the refunded amount.
• For payments made through Cash on Delivery or Instapay, the refund will be processed through Instapay or Vodafone Cash.
• Original shipping fees will be deducted from the refund unless the return is caused by an error made by Mora Sweet.
Please note that your bank or payment provider may require additional time to process and display the refund in your account.
If more than 20 business days have passed since your refund was approved, please contact us through WhatsApp: +20 100 481 0869
Thank you for choosing Mora Sweet.