Refund policy
Returns & Exchanges
Given the nature of the products, and that they are skincare, we do not accept returns, exchanges, or refunds for sanitation, health, and safety purposes once the order is already delivered. We do our best to ensure that our products are delivered to you in the exact condition as they were once they were shipped. However, in case of receiving an item damaged, please contact us within 24h of receiving your order via info@mojsoap.com for full compensation or replacement.
Order Cancellation/Changes
If you change your mind after placing your order, you can select “Edit or Cancel Order” from the Thank You page immediately after placing your order, from your Order Confirmation Email (just above the Order Summary), or from your order details when logged into your account on our website.
Once selected, you will be informed that your original order will be cancelled and that you will need to place a new order. If your original order was already paid for, it will be refunded in full. Refunds typically take 7–10 business days, but processing times may vary depending on your bank.
Please note that orders can only be edited or cancelled before they are shipped. Once an order has been shipped, it can no longer be cancelled through our website. If you change your mind after your order has shipped, you can cancel the delivery directly through our third-party courier via the WhatsApp message you will receive on the same working day that your order is shipped.
Failed Delivery
In the case where your order reaches the maximum failed delivery attempts by the third-party shipping courier, or you request to cancel the delivery after it has been shipped, the order will automatically be returned to us and you will be refunded the full total of the products only. The shipping fee is non-refundable as it is a cost that goes directly to the courier company, given that the man-hours were still put in to reach you even if it did not work out in the end. You will be informed via email once a refund is processed.