Cancellation and Refund Policy

At Moaya Cacao, our priority is to offer you a perfect ritual experience. Our products are carefully packaged in accordance with food safety standards to protect them from heat and humidity.

The policy below regulates your rights and our responsibilities within the framework of the Law No. 6502 on Consumer Protection and the Regulation on Distance Contracts.

1. ORDER CANCELLATION (Before Shipment)

If your order has not yet been handed over to cargo, you can cancel it without stating any reason.

How to do it? Simply send an email with your order number to hello@moayacollective.com or call our customer service.

Result: Your payment will be refunded to your card/account within 3-7 business days, without any deductions.

2. RIGHT OF WITHDRAWAL (Return)

Legally, you can exercise your right of withdrawal within 14 (fourteen) days from the date you receive your order. However, since Moaya products are considered "Food Products," the exercise of this right is subject to certain conditions (hygiene rules).

Cases where returns are accepted:

  • If the product's packaging, protective band, or seal has definitely not been opened,
  • If the product has not lost its resaleable quality,
  • If it is sent with its original invoice, the return will be accepted.

Cases where returns CANNOT be accepted (Regulation Article 15/c):

Opened Products: Products whose packaging, tape, seal, or package has been opened after delivery cannot be returned for health and hygiene reasons.

Improper Storage: Products that have melted, spoiled, or changed form due to not being stored under proper conditions (cool and dry place) after being delivered to the customer cannot be returned.

3. DEFECTIVE (FAULTY) PRODUCT AND DAMAGE STATUS

Moaya is responsible for ensuring that the product reaches you intact. However, damages may rarely occur during the shipping process.

What should you do?

  1. Inspection Upon Delivery: Visually inspect the package while the cargo officer is at your door. If the box is dented, wet, or torn, do not accept it.
  2. Have a Report Drawn Up: Ask the officer to draw up a "Damage Assessment Report" and return the package.
  3. Contact Us: Inform us of the situation at hello@moayacollective.com. A new product will be sent to you immediately.

Important Note: For claims made after receiving the product without a report, such as "this product was broken/crushed in transit," it becomes difficult for us to process the request as the cargo company does not accept responsibility.

4. RETURN PROCESS AND REFUND

You can send your product that meets the return conditions to us freight collect (free of charge) with our contracted cargo company (e.g., Yurtiçi Kargo).

Warehouse Inspection: When your returned product reaches our warehouse, it will be inspected by our "Quality Control Team" (Is the packaging opened, is there any damage?).

Approval and Payment: Once the return is approved, the product price will be refunded to the card/bank you made the payment with within 3 business days. (It may take a few extra days for the amount to reflect in your account, depending on your bank's processes).

5. CONTACT AND RETURN ADDRESS

Please contact us before sending a return.

Email: hello@moayacollective.com
Address: KONUTKENT MAH. 3028 CAD. NO: 6 İÇ KAPI NO: 100 ÇANKAYA/ ANKARA
Contracted Cargo Code: Will be provided upon request. (https://moayacacao.com/pages/bize-ulasin)