Refund policy

Refund and Return Policy

We want you to be satisfied with what you buy from us. This policy explains what you can return, how to return it, who pays for what, and when you get your money back.

It applies to all orders placed at the Moringa Magic online store. Moringa Magic is located in Alameda, California.

30 Day Return Window

You have 30 days from the date your order is delivered to request a return. Delivery date means the date the carrier records the package as delivered.

Requests made after 30 days cannot be accepted. Returned goods must be postmarked within 14 days of the date we issue your return authorization.

A Return Authorization (RMA) Is Required

All returns require a Return Merchandise Authorization (RMA) number before you send anything back. Packages sent to us without an RMA number cannot be matched to an order, cannot be refunded, and will be returned to sender at your expense.

To request one, email moringamagiconline@gmail.com with:

  • your order number and the name the order was placed under;
  • the item or items you want to return, and the quantity;
  • the reason for the return;
  • for damaged, defective, incorrect, or mislabeled items, clear photographs showing the problem and the product label.

We reply to RMA requests within 2 business days. Your RMA email contains your RMA number and the return address. Write the RMA number clearly on the outside of the package.

If the item is faulty, damaged, incorrect, or mislabeled, tell us when you write and we will settle it from your photographs without you posting anything.

Who Pays for Return Shipping

Nothing to pay when the problem is ours. If an item arrives damaged, defective, incorrect, or mislabeled, you do not send it back and there is no return postage to pay. Send us photographs and we refund or replace it, including the original shipping charge.

You pay when you simply changed your mind. For a return of an unopened item that is not faulty, return postage is your responsibility and the original shipping charge is not refunded. We recommend a tracked service, because we can only refund goods we actually receive. We do not charge a restocking fee.

Items Covered

Send back for a refund:

  • Unopened, unused products in their original, undamaged, sealed packaging, within 30 days.

Refunded or replaced without sending anything back, opened or not:

  • Items damaged in transit. Photographs of the damage are required.
  • Defective items, such as a leaking container, a broken seal, or contents that do not match the label.
  • Incorrect items, where what you received is not what you ordered.
  • Mislabeled items.
  • Orders never delivered. See "Lost and Stolen Packages" below.

For any of these you may choose a full refund or a free replacement, whichever you prefer.

Faulty Items Do Not Need to Be Returned

If an item arrives damaged, defective, incorrect, or mislabeled, we do not ask you to send it back. Email us photographs showing the problem and the product label, and we will refund you in full or send a replacement, whichever you prefer. This applies whether or not the item has been opened.

Items Not Covered

The following cannot be returned or refunded:

  • Opened or used consumable products, for any reason. This includes capsules, powders, extracts, soaps, deodorant, toothpaste, and lotions. Once a package is opened we cannot verify what has happened to it, so for safety reasons it can never be accepted back or resold. If an opened item is faulty, damaged, incorrect, or mislabeled, do not send it back. You are still refunded or replaced; the product simply stays with you.
  • Consultations, Detox Club memberships and services, and digital downloads, once the session has taken place, access has been provided, or the file has been downloaded. If you need to reschedule a consultation, contact us as early as possible.
  • Gift cards.
  • Items marked final sale or clearance at the time of purchase.
  • Items returned without an RMA number, or postmarked more than 14 days after the RMA was issued.
  • Items returned after the 30 day window has closed.
  • Items damaged after delivery by misuse, improper storage, or normal use.
  • Natural variation. Color, aroma, taste, and texture can vary between batches of a plant-based product. This is normal and is not a defect.

How Long Refunds Take

We process refunds within 5 business days of receiving your returned item, or within 5 business days of approving your claim where no return is required. We inspect the item first, and we email you either way to confirm the outcome.

Refunds are issued to the original payment method. We cannot refund to a different card or account.

Once we process the refund, it typically takes a further 5 to 10 business days to appear on your card or bank statement. That period is controlled by your card issuer and your bank, not by us. If more than 10 business days have passed since we confirmed your refund and you still cannot see it, contact your bank first, then contact us and we will provide the refund reference.

Cancellations

We can only cancel an order that has not yet been fulfilled. Email us as soon as possible and we will cancel and refund in full if the order has not shipped. If it has already shipped, the return process above applies.

Lost and Stolen Packages

If tracking shows your package as delivered but you do not have it, please check with your household and neighbors and with your local post office first, as packages are sometimes scanned early.

If it still cannot be found, open an inquiry with the carrier, then send us the claim or service request number. Once the carrier confirms the package cannot be located, we will reship your order at no charge or refund it in full, whichever you prefer.

Exchanges

For a different product, the quickest route is to return the unopened item under this policy and place a new order. For a replacement of the same item because it was damaged or defective, send us photographs; the replacement ships free of charge and there is nothing for you to post back.

Questions

Contact us before you dispute a charge with your bank. We can nearly always resolve the issue faster than a dispute can, and we would rather fix it directly.

Moringa Magic
Email: moringamagiconline@gmail.com
We reply to email within 2 business days.