Refund policy

Our Return Policy:

 

How to Initiate your Return

  1. Read and review our return policy, understanding time frames and associated fees.

  2. Head over to our Returns Portal and intiate return within 14 days of delivery.

  3. From there, standard processing times for returns range from 2-3 weeks. You can provide photos at the portal to apply for return pre-approval, which will be processed in a maximum of five business days. 

 

General Return Eligibility

In order to be eligible for a return, a product must be:

• In original condition, with its original tags attached and inside its original packaging. Products without their original tags will not be considered for return or exchange.

• For clothing, unwashed, unworn(trying on is okay!), unscented, and unmarked.

• Neatly and securely packaged in original packaging (or what remains of it,) plus an extra layer for security of the product inside.

• Clearly labeled, with the same name on the label as was used to make the purchase.


Associated Fees

The following fees are associated with all standard returns:

• Return Shipping Cost - $8.99 USD Domestic or $25 USD International

• A $12 USD Flat Handling Fee 

Please note that original shipping fees are non-refundable for standard returns. Any damaged or defective products will have shipping costs waived in full and the handling fee will be waived following return approval. 

Return Acceptance Window

Products can be returned within 14 days of delivery. This means that we must be notified and the items must be shipped to us within 14 days of delivery. Any return requests made after 14 days will be denied.

e.g. An order that arrived on January 1st will have until January 15th to be sent back to us.

Please note that return shipping costs must be covered by the customer in most cases.

If you're a Non-US resident and your  country is not supported for international returns through our portal, you will need to contact us at support@mochipan.com to proceed.

We ask that customers who fall under this category use reputable shipping services with tracking to ensure the return package will be delivered safely and securely. 

Refusal of Return

Mochipan reserves the right to refuse a return item that is not eligible for return (Untagged, worn, used). Returns refused on account of poor condition, removed tags, or improper/insufficient packaging may be held at our returns location and the customer will be invoiced for the cost of having the product returned to them. 

Any products returned to Mochipan without proper communication of intent-to-return, either through our Return Portal or via email support may be rejected and held until a return shipping invoice is paid.

 

Return Resolution

Once the eligible return has been received, it will be reviewed for quality and eligibility. This review period takes on average 2-3 weeks after the date of return shipment.

From there, once the return has been approved, the refund or exchange will be processed within 2-5 business days.

Return Pre-Approval

Customers may speed up the return resolution process by applying for Pre-Return Pre-Approval at our return portal. Where prompted, provide three clear photos showing: 

  • The product's tags, intact and attached
  • The product itself, in good lighting, showing no marks, damage, or blemishes
  • The product secure in its original packaging

From there, once the return has been approved, the refund or exchange will be processed within 2-5 business days.

 

Cost-Waived Returns

Products are eligible for a return without cost when:

• A different product arrives than originally ordered.

• The product has arrived in the wrong color or size than ordered.

• The product has arrived damaged, torn, or improperly manufactured.

 

Non-Returnable Products

Due to logistical and/or sanitary reason, the following items will not be accepted for returns for refunds or exchanges:

• Lingerie

• Underwear

• Swimwear

• Promotional items and free gifts

 

Disclaimers:

Lost Returns

Please note that Mochipan bears no responsibility for any returns that are lost in the mail or returned to sender due to insufficient postage, improper packaging, or insufficient labelling.

Lost Deliveries

Mochipan bears responsibility for parcels that fail to be delivered due to the following reasons:

  • Parcel Lost-in-Transit
  • Parcel sent to the wrong address due to business-side shipping error
  • Parcels that arrived damaged, marked, torn, or otherwise not as advertised.

Conversely, Mochipan does not bear responsibility nor compensate for the following instances of failed delivery: 

  • Refusal to accept the parcel
  • Incorrect Address Provided at Checkout or at Requested Address Change
  • Parcels returned-to-sender due to not being retrieved from the post office 
  • Insufficient Building Access information, etc. 

Due to the nature of our current shipping solutions, all packages deemed "returned-to-sender" are null and void, irretrievable, and will be deemed a forfeiture of the order on behalf of the customer. 

To avoid complications resulting in unwanted package loss, please check your tracking number once every two days to ensure that any delays can be smoothed over and that you're able to retrieve your parcel/request a second delivery in the case of any shipping errors. 

For all return-related queries not covered in our return policy, please contact us for additional support at support@mochipan.com.