Refund policy

Return Policy
Terrani Mokka Ltd
Effective Date: 02/12/2024

1. General Information
At Terrani Mokka Ltd, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a return policy to help resolve any issues with damaged, defective, or incorrect products. Please review our return policy carefully to understand your rights and obligations.

2. Eligibility for Returns
Damaged or Defective Products: If you receive a product that is damaged or defective, you are eligible for a return or exchange. Please contact us within 7 days of receiving the product to initiate a return or exchange.
Incorrect Items: If we have sent you an incorrect product, please contact us immediately upon receipt of the item so that we can resolve the issue promptly.
Non-Returnable Products: Due to the nature of our products (roasted coffee), we do not accept returns for change of mind. We cannot accept returns for products that are not damaged or defective, or if the customer simply changes their mind about the purchase.
3. How to Return a Product
If you are eligible for a return under our policy, please follow the steps below:

Email us at info@terranimokka.com or call us at +254 112741938 to notify us about the issue with your order.
Provide your order number, details of the product(s) you wish to return, and a description of the issue (e.g., damaged, defective, incorrect item).
We may request that you send us photographic evidence of the damage or defect for verification.
Return Authorization:

Once we have received your request and verified the issue, we will provide you with instructions for returning the product(s). Please do not return the item(s) before receiving authorization from us.
Returning the Product:

You may be asked to send the product back to us or to the supplier, depending on the circumstances.
The return shipping cost will be covered by Terrani Mokka Ltd for defective or incorrect products, but you may be responsible for the cost of shipping for other types of returns.
Please ensure that the product is returned in its original packaging, if possible.
4. Refunds and Exchanges
Refunds: Once your return is authorized and the product is received, we will process your refund. Refunds will be issued to the original payment method. Please note that refunds may take up to 14 business days to reflect in your account, depending on your payment provider or bank.

Exchanges: If you prefer an exchange, we will arrange for the replacement product to be shipped to you once the original product has been returned and processed.

5. Non-Returnable Items
Certain items are non-returnable, including:

Opened or used coffee products (due to the nature of the product).
Products marked as final sale or non-returnable.
Items that are no longer in their original packaging (unless damaged during shipping).
6. Shipping for Returns
For eligible returns (damaged, defective, or incorrect products), Terrani Mokka Ltd will cover the cost of return shipping. In all other cases, the customer is responsible for the cost of return shipping.

7. Processing Time
Once we have received your returned product, we will process your return or exchange within 5-7 business days. You will receive an email confirming the completion of the return, refund, or exchange.

8. Contact Information
If you have any questions about our return policy or need assistance with a return, please contact us at:

Terrani Mokka Ltd
Karengata Park, Marula Lane, Karen, Nairobi, Kenya
Email: info@terranimokka.com
Phone: +254 112741938
Website: www.terranimokka.com

9. Changes to Return Policy
We reserve the right to update or modify this Return Policy at any time. Any changes will be posted on this page with an updated “Effective Date.” Please review this policy periodically for any updates.

By purchasing from our website, you agree to the terms of this Return Policy.