Refund policy

Need to return or exchange a product? Don't worry, we've got you covered! 

We have complete trust in all our products, but we understand that they may not always be a perfect fit on the first try! 

That's why our return policy is designed for your satisfaction. We accept returns within 14 days from the date of receipt and guarantee that refunds will be processed within 10 days of receiving the returned items. Shop with confidence, knowing that we take care of everything! 

 

Conditions to be met: 

• You have 14 days after receiving your products to request a return. 
• The products must be returned in good condition, unused, and unwashed. 
• Must include proof of purchase. 
• Must include the original packaging, tags, and labels. 
• We do not accept exchanges/returns for underwear, briefs, bikinis, and sale items. 

 

How to proceed with a product return: 

1. Log in to your customer account by clicking here: 

In the "Email" field, enter your email address, then click "Continue". 

1. Click on the order for which you want to submit the return. 
2. If your order contains more than one item, select the items you wish to return. 
3. Choose a return reason and add a note for the store. 
4. Click on "Submit Request". 

If your return request is for an exchange, you will receive an email with shipping instructions and a return label. We will first collect the item to be returned. Once the quality check is approved (see the criteria in our return policy), we will ship your new item, with payment or a refund for the difference between the purchase price of the returned item and the exchange item.

If your return request is without an exchange, you will receive an email with shipping instructions and a return label. Once the quality check is approved (see the criteria in our return policy), we will proceed with the refund.

 

Where can I drop off my package for a return? 

The only option to return your package is through our delivery partner, who will come to your home to collect the package with the return shipping label attached. To arrange this, the customer service team of our delivery partner will contact you to schedule a pickup. 

Once the product is returned and inspected, you will receive a refund within 10 business days. 

 

How do you indicate that you want to exchange an item? 

After your return request, our customer service team will contact you within 24 to 48 hours to confirm your return and to determine whether you would like to proceed with an exchange or a return without an exchange. 

 

Are return fees free? 

In the case of a return with an exchange: the return fees for the old item and the delivery fees for the new item are free. 

In the case of a return without an exchange: the return fees are deducted from the amount to be refunded

 

What are the available refund options? 

1. For pre-paid orders: Automatic
refund on your Mojaa Wallet within
10 business days after receiving and quality checking the returned items.

2. For orders paid in cash on delivery: The refund will be done directly on your Mojaa Wallet, visible on your personnal Mojaa account, with no limit of validity.

Damaged Item 

If the packaging and/or product(s) are damaged at the time of delivery or do not match your order, you have the option to refuse the package with our delivery partner upon delivery. We are committed to exchanging and redelivering an identical product at no cost. 

If the product(s) purchased are defective, please contact us within 48hours of the delivery date. 

 

Order Cancellation Policy 

Changed your mind? Don’t worry, we’ve got it covered. We accept cancellation requests up until the delivery: 

1. For orders canceled before the products are shipped: 

How to proceed? Please send us an email at nigeria@mojaa.com with your order number and the reason for your cancellation or send us a message via our live chat or WhatsApp. 

How will I be refunded? For pre-paid orders, the refund will be processed automatically once the products are received at our warehouse and will be made on your Mojaa Wallet (the refund may take up to 5 business days). 

2. For orders canceled after shipment and up until delivery (In transit): 

How to proceed? Please send us an email at nigeria@mojaa.com with your order number and the reason for your cancellation or send us a message via our live chat or WhatsApp. You simply need to refuse the package when our delivery
partner arrives. Please note, cancellation requests for orders in transit can
only be made by refusing the package from our delivery partner.

How will I be refunded? For pre-paid orders, the refund will be processed automatically once the products are received at our warehouse and will be made on your Mojaa Wallet (the refund may take up to 10 business days). 

 

Important Notes