Legal
Returns Policy
Last updated: July 2026
1. Nature of our products
Many MOATDM products — fresh flowers, food and hampers, and other perishable or personalized items — cannot be returned once delivered, for hygiene and practical reasons. Digital products (such as eSIMs) are non-refundable once issued. This policy explains what can be done if something goes wrong.
2. Damaged, incorrect, or missing items
If the recipient receives an item that arrived damaged, is significantly different from what was ordered, or an item from the order is missing, contact us within 48 hours of delivery with your order number and photos of the item received. We will review and offer a replacement, partial refund, or full refund as appropriate.
3. Non-delivery
If an order fails to arrive within a reasonable period beyond its estimated delivery window, and the delay isn't due to incomplete recipient information or customs holds, contact us and we'll investigate with our delivery partner. If the item cannot be located or delivered, you will be offered a redelivery or full refund.
4. Change of mind
Because most orders begin preparation and dispatch shortly after confirmation — particularly Same Day and short-window deliveries — we're unable to accept change-of-mind cancellations once an order has entered fulfilment. If you need to cancel or amend an order, contact us immediately after placing it; we'll do our best to accommodate the request if fulfilment hasn't started.
5. Refund method and timing
Approved refunds are issued to the original payment method via Paystack and typically reflect within 5–10 business days, depending on your bank or card issuer.
6. Contact
To report an issue with an order, contact us at [insert support email / WhatsApp / phone] with your order number and, where relevant, photos of the item received.