Refund Policy

At MochiCharms Shop, your satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help. Please read our Refund Policy carefully before placing an order.

1. Return Eligibility

To be eligible for a return or refund, the following conditions must be met:

The request is made within 30 days of the delivery date.
The item is unused, unworn, and in its original condition.
The item is in its original packaging with all tags and accessories included.
Proof of purchase (order number or receipt) is provided.

2. Non-Returnable Items

The following items are not eligible for return or refund:

Items marked as "Final Sale" or "Non-Refundable" at the time of purchase
Personalized or custom-made items
Items that have been used, washed, or damaged by the customer
Digital products or downloadable content
Items returned after the 30-day return window

3. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at jacklynrodriguea435876@hotmail.com with:

Your order number
A clear photo of the damaged or incorrect item
A brief description of the issue

We will arrange a replacement or full refund at no additional cost to you.

4. How to Initiate a Return

To start a return, please follow these steps:

Email us at jacklynrodriguea435876@hotmail.com with your order number and reason for return.
Wait for our team to review your request and provide return instructions (typically within 2–3 business days).
Ship the item back to the address provided in our return instructions.
Once we receive and inspect the item, we will process your refund.

5. Refund Processing

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved:

Refunds will be processed to your original payment method within 5–10 business days.
Please note that your bank or payment provider may take additional time to reflect the refund in your account.

6. Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the return is due to a damaged, defective, or incorrect item. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking.

7. Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired item.

8. Late or Missing Refunds

If you have not received your refund within the expected timeframe, please:

Check your bank account or payment method again.
Contact your credit card company or bank, as processing times may vary.
If you have done all of the above and still have not received your refund, please contact us at jacklynrodriguea435876@hotmail.com.