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Return & Refund Policy

Return & Refund Policy

Last Updated: September 22, 2026

At Mohito Foods, we want every customer to receive fresh, properly packaged, and correctly delivered products. As we sell food products, our return and refund process is designed to protect both customer satisfaction and food safety.

Please read this Return & Refund Policy carefully before placing an order.

1. General Return Policy

Due to the nature of our products and applicable food-safety considerations, opened, used, or partially consumed food products are generally not eligible for return or refund.

However, if you receive an incorrect, damaged, missing, or verified defective product, please contact us as soon as possible so that we can review the issue and provide an appropriate resolution.

Depending on the circumstances, the resolution may include:

  • Product replacement
  • Partial refund
  • Full refund
  • Store credit
  • Another appropriate solution agreed with the customer

2. Eligible Reasons for Return or Refund

A product may be eligible for return, replacement, or refund if:

A. Wrong Product Delivered

You received a product that is different from the product you ordered.

B. Missing Product

One or more products paid for in the order were not included in the delivered parcel.

C. Damaged Product

The product or packaging was significantly damaged during transportation or delivery.

D. Quality Issue

You believe the product has a significant quality issue that makes it unsuitable for consumption.

Examples may include an unusual condition, visible contamination, or other significant quality concerns.

E. Expired Product

If an expired product is delivered, please contact us immediately with supporting evidence.

3. Products That Are Generally Not Eligible for Return

Returns or refunds will generally not be accepted for:

  • Products that have been opened or partially consumed
  • Products damaged after delivery due to improper handling or storage
  • Products exposed to moisture, excessive heat, sunlight, or contamination after delivery
  • Products damaged by the customer
  • Change of mind after opening or consuming the product
  • Natural variations in color, texture, size, shape, or appearance of dried fruits
  • Minor variations that do not affect product quality or safety

Natural food products may have slight differences from one batch to another. Such variations do not necessarily indicate a defect.

4. Reporting a Problem

If you receive a damaged, incorrect, missing, or potentially defective product, please contact Mohito Foods as soon as possible.

For faster processing, we may request:

  • Order number
  • Customer name
  • Phone number
  • Photos of the product
  • Photos of the outer packaging
  • Photos of the shipping label
  • Video of the unboxing, where available
  • A brief description of the problem

Providing clear photographs or an unboxing video can help us investigate delivery-related issues more efficiently.

5. Reporting Time

Customers should report damaged, incorrect, missing, or quality-related issues within 24 hours of receiving the order whenever possible.

For food-safety or suspected quality issues, customers should stop consuming the product and contact us immediately.

Claims submitted after the applicable reporting period may require additional verification and may not be eligible for replacement or refund.

6. Return Procedure

If a return is approved, Mohito Foods will provide instructions regarding how and where the product should be returned.

Customers should not send products back without receiving confirmation from Mohito Foods.

Depending on the nature of the issue, Mohito Foods may:

  • Request the product to be returned
  • Request photographs or videos instead
  • Arrange collection through a courier
  • Provide a replacement without requiring a return

The return method will be determined based on the specific circumstances.

7. Return Shipping Costs

If a return is approved because of an error attributable to Mohito Foods, such as:

  • Wrong product
  • Missing product
  • Verified defective product
  • Significant damage during delivery

Mohito Foods may bear the applicable return or replacement delivery cost.

If a return is requested for a reason that does not qualify under this policy, the customer may be responsible for applicable delivery or return charges.

8. Replacement Policy

Where a replacement is approved, Mohito Foods may send:

  • The same product
  • The same product in an available alternative package
  • An equivalent product, with the customer’s agreement

Replacement availability depends on current stock.

If the replacement product is unavailable, a refund or another appropriate resolution may be offered.

9. Refund Eligibility

A refund may be issued when:

  • A paid order cannot be fulfilled
  • A verified incorrect or damaged product cannot reasonably be replaced
  • A product is unavailable after payment has been completed
  • A duplicate payment has been received
  • Mohito Foods otherwise approves a refund under this policy

The amount refunded will depend on the circumstances of the case.

10. Online Payment Refunds — SSLCOMMERZ

For orders paid online through SSLCOMMERZ, approved refunds will be processed through the applicable payment channel or according to the payment provider’s refund procedures.

The time required for the refunded amount to appear in the customer’s account may vary depending on:

  • Payment method
  • Issuing bank
  • Card provider
  • Mobile financial service provider
  • Payment processing procedures

Mohito Foods cannot guarantee the exact time required by a bank or financial institution to credit a refunded amount.

11. Cash on Delivery Orders

For Cash on Delivery orders, if a refund is approved, Mohito Foods may arrange the refund through an appropriate method agreed with the customer.

Additional verification may be required before processing the refund.

12. Failed Delivery or Customer Refusal

If an order cannot be delivered because:

  • The customer provided an incorrect address
  • The phone number is incorrect or unreachable
  • The customer is unavailable after reasonable delivery attempts
  • The customer refuses to receive the parcel
  • The customer does not respond to the courier

the order may be treated as a failed delivery.

For prepaid orders, any refund will be considered after deducting applicable delivery, return, or other reasonable charges where permitted.

For Cash on Delivery orders, repeated refusal or failed delivery may affect the customer’s ability to place future COD orders.

13. Order Cancellation

Customers may request cancellation before the order has been dispatched.

Once an order has been handed over to the courier or is already in transit, cancellation may not be possible.

If a prepaid order is successfully cancelled before dispatch, the applicable refund will be processed according to the payment method and refund procedures.

14. Change of Mind

Because Mohito Foods sells food products, change-of-mind returns are generally not accepted, particularly after the product has been delivered and/or opened.

Customers are encouraged to review the product description, ingredients, package size, and other available information before placing an order.

15. Natural Product Variation

Many Mohito Foods products are made from natural fruits and ingredients.

Therefore, variations may occur in:

  • Color
  • Shape
  • Size
  • Texture
  • Sweetness
  • Sourness
  • Moisture level
  • Appearance

These natural variations do not automatically qualify a product for return or refund unless there is a verified quality or safety issue.

16. Food Safety Concerns

If you believe a product may be unsafe to consume:

Do not consume the product.

Please keep the product and packaging safely stored and contact Mohito Foods immediately with your order details and supporting photographs.

We may request the affected product for investigation where appropriate.

17. Refund Processing

Once a refund has been approved, Mohito Foods will initiate the refund process using the appropriate payment or refund method.

The actual time for receiving the funds may depend on the relevant bank, card issuer, mobile financial service, payment gateway, or financial institution.

18. Promotional and Discounted Products

Products purchased using promotional discounts, coupons, bundles, or special offers may be subject to additional conditions.

If a refund is approved for a promotional order, the refund amount may be calculated based on the actual amount paid after applicable discounts, rather than the original undiscounted price.

19. Partial Refunds

In certain situations, Mohito Foods may approve a partial refund instead of a full refund.

This may apply where:

  • Only part of an order is affected
  • A portion of the order is missing
  • A product has a verified issue but remains partially usable
  • Another reasonable resolution is agreed upon

20. Fraudulent or Abusive Claims

Mohito Foods reserves the right to investigate suspicious, repeated, or potentially fraudulent refund or replacement claims.

Where there is reasonable evidence of misuse of the return or refund policy, Mohito Foods may decline the claim and restrict future orders where appropriate and permitted by applicable law.

21. Policy Changes

Mohito Foods may update this Return & Refund Policy from time to time to reflect changes in our products, services, payment methods, delivery arrangements, business practices, or applicable legal requirements.

Any updated version will be published on this page with a revised Last Updated date.

22. Contact Us

For return, replacement, refund, damaged-product, or order-related inquiries, please contact us.

Please include your order number and registered phone number when contacting us about an order.

We will review eligible claims and provide an appropriate resolution as quickly as reasonably possible.