Due to health and safety regulations regarding perishable food products, we generally DO NOT accept returns or exchanges, except in cases of defect or damage. We cannot accept returns for:

• Change of mind after the order is processed.
• Products that have been opened, unsealed, or sampled.
• Spoilage caused by improper storage after delivery (e.g., failure to store in a cool/dry place).

You may request a replacement or refund ONLY under the following conditions:

• Defective/Spoiled: The product arrived in a rancid or unconsumable state.
• Damaged: The jar/packaging is broken or leaking upon arrival.
• Wrong Item: You received a product different from what you ordered.

We provide delivery via Moosh Internal Couriers and Third-Party Services (Gojek/Grab/Lalamove).

• Receiver Availability: Please ensure someone is available to receive the package at the address in Bali. We are not liable for spoilage or theft if the package is left unattended or with a third party.
• COD Policy: Customers paying via COD must inspect the package condition before the courier leaves. If a defect is found after the courier has left, please follow the "Claims Procedure". Do not request a cash refund from the driver directly.

Upon approval of your claim, Moosh will offer one of the following solutions:

• Replacement: We will dispatch a fresh replacement immediately (subject to stock availability) at no extra cost.
• Refund: If a replacement is not possible or desired, we will process a full refund via Bank Transfer, E-Wallet, or the Original Payment Method.

Note: Refunds are initiated promptly after approval. Please allow standard banking processing times.