Returns & Refund Policy

1. Scope

This Returns & Refund Policy explains how Customers may cancel, return or seek a refund for Orders placed on MoEna. It applies together with the Terms & Conditions and does not replace mandatory Mauritius consumer-protection rights.

The contract of sale for a Product is with the listing Merchant unless we clearly state that MoEna is the seller of that Product.

2. Request window

For eligible Products, request a return from your Order page within 7 days of delivery (or of the scheduled pickup date if you collected in store). The default period is 7 days; a Merchant may offer a longer one, which is shown on the listing, and a longer period is applied where required by law.

Perishable, personalised, unsealed hygiene, or otherwise non-returnable items may be excluded where that is lawful and made clear.

3. Condition

Returned Products should be unused, in original packaging where reasonably possible, and with accessories. Defective or damaged Products are assessed even if packaging is opened.

4. Process

Open the Order, choose the reason, describe the issue, and attach photos. Photos are required for some reasons (for example damaged or wrong items). Your request is first reviewed by the MoEna logistics team. If it is approved, a collection or drop-off is arranged through the Platform, and the Product is inspected when it reaches a MoEna distribution centre.

5. Refunds

When a refund is approved it is recorded against your Order and processed by the MoEna payments team. Automatic refunds to the original payment method are not yet enabled on the Platform, so we will tell you the refund method and expected timing when your refund is approved. Bank or wallet timing is outside MoEna’s control.

Delivery fees may be refunded where the Product was defective, not delivered, or cancelled before dispatch.

6. Contact

MoEna Ltd, BRN C26239829, MORCELLEMENT RAFFRAY SAINT-PIERRE, Republic of Mauritius. support@moena.online. +230 55321004.