Return, Refund and Replacement Policy

Last updated: September 3, 2026

Kokomojo Mango Farm Corp. is committed to providing safe, high-quality mangoes and mango products. If your order arrives damaged, defective, incorrect, spoiled, expired, or otherwise unfit for consumption, please contact us so we can assess and resolve the issue promptly.

1. Eligible Claims

An item may qualify for replacement or refund if:

• You received the wrong product or quantity.

• The product arrived damaged, leaking, improperly sealed, or with compromised packaging.

• The product was spoiled, expired, or defective upon delivery.

• Fresh mangoes arrived in an unreasonable condition that was not caused by delayed receipt, improper storage, or mishandling after delivery.

• The product did not reasonably match its description on our website.

Your rights under applicable Philippine consumer laws remain fully protected. Discounted or promotional items are subject to the same protections when defective.

2. Reporting Period

Because our products are food items, concerns must be reported within the following periods:

• Fresh mangoes and other fresh produce: Within 24 hours of delivery.

• Dried mangoes, mango jam, mango purée and other processed products: Within 7 calendar days of delivery.

Claims submitted after these periods may still be reviewed, but approval cannot be guaranteed due to the perishable nature of the products.

3. Required Information

To request a replacement or refund, please provide:

• Your full name and contact details.

• Order number or proof of purchase.

• Product name and quantity affected.

• Clear photographs or videos showing the product, packaging, shipping label, batch or lot number, and expiry date where applicable.

• A brief description of the issue.

• The date and time the order was received.

Please keep the affected product and its original packaging until we complete our assessment. We may request that the item be returned or made available for collection.

4. Items Not Eligible for Return or Refund

We generally cannot accept claims for:

• Change of mind, personal preference, or accidental orders.

• Products that have been consumed substantially before the concern was reported.

• Opened food products unless they are defective, spoiled, contaminated, incorrectly supplied, or otherwise unfit for consumption.

• Damage caused by improper handling or storage after delivery.

• Fresh produce that deteriorated because delivery was refused, missed, or not received promptly.

• Natural differences in the color, shape, size, sweetness, texture, or ripeness of agricultural products, provided the products remain safe and reasonably fit for consumption.

• Products purchased from an unauthorized reseller or another retailer. Claims for these purchases should first be submitted to the original seller.

This section does not limit any remedy available to the customer under Philippine law for defective or nonconforming products.

5. Resolution of Approved Claims

After reviewing the claim, Kokomojo may offer one or more of the following remedies, as appropriate:

• Replacement of the affected product.

• Refund for the affected product.

• Store credit or voucher, if accepted by the customer.

• Partial refund where only part of the order is affected.

Replacement remains subject to product availability and delivery coverage. If replacement is unavailable, an appropriate refund will be offered.

For an approved claim involving a defective, damaged, incorrect, or spoiled product, Kokomojo will cover the reasonable return or replacement delivery cost. Unauthorized shipping or delivery expenses may not be reimbursed.

6. Refund Processing

Approved refunds will be issued through the original payment method whenever reasonably possible. If this is unavailable, we will coordinate another suitable refund method with the customer.

Refunds are normally processed within 7 to 15 business days after approval. The time required for the amount to appear may vary depending on the bank, card issuer, payment provider, or e-wallet.

Original delivery charges may be refunded when the entire order is defective, damaged, incorrect, or undelivered. Delivery fees are generally non-refundable when unaffected products were successfully delivered.

7. Order Cancellations

Orders may be cancelled before they have been prepared, packed, harvested specifically for the order, or handed to the courier.

Once processing or dispatch has begun, cancellation may no longer be possible. Approved pre-dispatch cancellations will be refunded less any non-recoverable payment processing charges, where legally permitted and clearly disclosed.

Custom, wholesale, export, and made-to-order purchases may be governed by separate written terms agreed upon before payment.

8. Failed or Delayed Delivery

Please provide a complete address, active contact number, and any necessary delivery instructions.

Kokomojo is not responsible for deterioration or failed delivery caused by:

• An incorrect or incomplete address supplied by the customer.

• The recipient being unavailable.

• Repeated unsuccessful contact or delivery attempts.

• Unreasonable delay in collecting or receiving the order.

• Events outside our reasonable control.

However, we will assist in coordinating with the courier when an order is lost, damaged, or unreasonably delayed while in transit.

9. Contact Us

To submit a return, replacement, or refund request, contact:

Kokomojo Mango Farm Corp.
Email: support@kokomojo.ph
Mobile/Viber: [insert customer service number]
Business address: Kokomojo Mango Farm Corp., Barangay Millan, Sibunag, Guimaras 5048

Please include your order number in the subject line or message.

This policy shall be interpreted consistently with the Consumer Act of the Philippines and other applicable laws. Nothing in this policy removes or limits any mandatory consumer right or remedy.

This avoids an unlawful blanket “no return, no exchange” rule and preserves remedies for defective products, consistent with DTI guidance. Replace the three contact placeholders before publishing.