Exchanges, Returns, and Warranties

Due to the perishable nature of our products (fine chocolates), our policy is governed by Law 1480 of 2011 (Colombian Consumer Statute):

1. How to Claim the Warranty

1. Contact MOCÁN through customer service channels within a reasonable timeframe after delivery, keeping your invoice or proof of purchase.

2. Attach photographic evidence of the product, packaging, lot number, and expiration date, and describe the issue.

3. MOCÁN will evaluate the case and may request the return of the product (or part of it) for verification.

If the product shows manufacturing defects (such as loss of vacuum seal, presence of foreign objects, or damaged original packaging), the customer has 24 hours after delivery to report it to cacao@mocan.com.co, attaching photos of the product's condition and the shipping label.

Resolution: Once the defect is verified, MOCÁN, at the Consumer's choice as provided by law, will replace the product or issue a full refund. Warranty claims will be resolved within a maximum period of fifteen (15) business days, without prejudice to more favorable agreements. Joint Liability: Before the Consumer, the legal warranty falls jointly on both the manufacturer and the supplier (Art. 10, Law 1480).

2. Returns

A return at no cost to the Consumer applies when the product shows defects covered by warranty or when there is a dispatch error attributable to MOCÁN. In these cases, MOCÁN covers pickup or reshipment costs and coordinates logistics directly with the customer.

Exchanges will only be made if a shipping error by Mocán or a quality defect is proven. Chocolate that exhibits "Fat Bloom" (white coating caused by external temperature changes during transit) is not considered defective, as it is a natural reaction of cocoa butter that does not affect safety or consumption—though at Mocán we strive to prevent it using protective packaging.

For food safety reasons, returns are not accepted for products that are opened, partially consumed, or tampered with, unless it involves a quality or safety defect covered by warranty.

3. Right of Withdrawal

As these are personal use items and perishable foods, the right of withdrawal does not apply once the product has been delivered, in accordance with legal exceptions.

4. Payment Reversal

For e-commerce purchases made with a credit card or other electronic payment instrument, the Consumer may request a payment reversal (Art. 51, Law 1480) when they are a victim of fraud, the transaction was unauthorized, the product was not received, or the product received does not correspond to what was ordered or is defective. The request must be submitted within five (5) business days following the date the user became aware of the fraudulent or unauthorized transaction, or from the date the product should have been received. MOCÁN will process the request with the relevant payment system providers.

5. Refunds

Refunds are processed through the same payment method used for the purchase, unless agreed otherwise.

• In cases of withdrawal (where applicable): Maximum timeframe of thirty (30) calendar days.

• In cases of warranty claims or dispatch errors: MOCÁN will manage the refund or replacement within the claim resolution timeframe.

• For international sales: Processing times may vary depending on the financial intermediary; customs clearance fees already incurred are non-refundable by MOCÁN.

6. Specific Terms for International Sales

For overseas sales, MOCÁN is responsible for the quality and suitability of the dispatched product. However, damage or deterioration caused by customs delays, storage conditions in the destination country, or rejection by local authorities does not constitute a defect attributable to MOCÁN. Consumers are recommended to verify their country's food import restrictions prior to purchase.

7. Customer Service Channels

                                Email: cacao@mocan.com.co                 WhatsApp / Phone: +57 3116563253             Web: www.mocan.com.co