Shipping, Return and Refund Policy – Muha Cookies

At Muha Cookies, we are committed to ensuring customer satisfaction by offering high-quality products and responsive customer service. Our shipping, return and refund policy aims to protect your rights while maintaining fair terms for everyone.

📅 Right of Withdrawal

In accordance with current regulations, you have the right to withdraw from your order within 14 days of receiving it, without providing any reason.

Withdrawal Procedure: To exercise your right of withdrawal, please inform us via email at sales@muhacookies.store. Include your order number and details of your request.

Conditions:

  • Products must be unopened, in perfect condition, and in their original packaging.
  • Opened, used, or damaged products are not eligible for withdrawal.

🛠️ Reporting Defective Products

If a product is found to be defective, we are here to help. Please follow the steps below:

  1. Reporting Deadline: Any defect must be reported within 48 hours of receiving your order.
  2. Required Proof: Provide a clear photo or video of the defect along with your order number so our team can review it.

🔍 Evaluation and Resolution

Once your report is received, the following steps will be taken:

  • Assessment of the Defect: Our technical team will analyze the provided evidence to confirm the issue.
  • Resolution:
    • If the defect is confirmed, you may choose a replacement, a store credit, or a partial refund.
    • If the defect is not confirmed or the evidence is insufficient, the request may be declined.

Refund Amount: The refunded amount will include the purchase price of the returned products, excluding initial shipping costs and return fees unless the product is defective or non-compliant.

🔁 Exchanges

We do not offer direct exchanges. If you would like a different product, please return the original product according to our return policy and place a new order for the desired product.

🚫 Ineligible Products

Certain cases are not eligible for refunds or replacements:

  • Products damaged due to misuse or improper handling.
  • Products intentionally altered or falsely reported as defective.

💵 Return Fees

Return fees vary depending on the nature of the request:

  • In cases of a confirmed defective product or an order error, the return fees will be covered by us.
  • For all other returns (e.g., withdrawal, change of mind), the return fees will be at the customer’s expense. We strongly recommend using a trackable shipping service to avoid disputes.

🛡️ Protection Against Abuse

To protect our community and business, we enforce a strict policy against misuse:

  • Repeated or unjustified claims will be closely monitored.
  • Intentionally altered products or misleading claims will not be processed.

Modifications to the Policy 🔄

We reserve the right to modify our Return and Refund Policy at any time. Changes will be posted on this page and will take effect immediately upon publication.

📩 Contact

For questions or assistance regarding our return and refund policy, our team is available to help.

  • Email: sales@muhacookies.store
  • Response Time: We aim to respond within 24 business hours.

Thank you for your trust, and we are always here to help with any clarifications. Our goal is to ensure a smooth and pleasant experience for you!