Refund & Return Policy

At MokaCaffè, customer satisfaction is extremely important to us. However, because many of our products—especially customized cakes, fresh bakery items, and made-to-order preparations—are perishable and created specifically for each customer, our refund and return policy is adjusted accordingly.

Customized cakes, standard cakes, pastries, and all freshly prepared bakery items are non-returnable and non-refundable once the order has been prepared. These items are created based on individual requests, and for this reason, cancellations, returns, and exchanges cannot be accepted unless there is a major quality issue that is clearly attributable to us. If you believe there is a significant problem with your order, you must contact us immediately upon receiving it and provide clear photos or videos showing the issue. Our team will carefully evaluate the situation, and if it is confirmed that a production mistake occurred on our end, an appropriate solution will be offered.

For retail and packaged non-food products, any defect must be reported on the same day of purchase or delivery. These items must be unused, kept in their original packaging, and accompanied by the receipt. Once we verify and confirm the defect, we will issue either a refund or an exchange based on the situation.

If a refund is approved, we process it immediately from our side. Refunds will be returned to your original mode of payment. Please note that bank processing times may vary, and depending on your bank or card provider, the amount may take anywhere from five to fifteen business days to reflect in your account. If the refund has not appeared after fifteen business days, you may contact us at mokacaffe@palma-intl.com for assistance.

Some items are strictly non-returnable. These include customized cakes and personalized items, all fresh bakery and perishable food products, sale or discounted items, and gift cards. These products cannot be refunded or exchanged under any circumstance once prepared or delivered.

We encourage customers to carefully inspect their orders at the time of receiving them. If any item arrives damaged, incorrect, or not as described, please reach out to us immediately so that we can evaluate the issue and resolve it on the same day. For approved return cases, the return address will be provided as: Moka Caffè – The Pearl. For all concerns, you may contact us at mokacaffe@palma-intl.com.