Refund policy

We offer a 14-day return policy. This means that you have 14 days after receiving your item to request a return provided the merchandise is in the same condition in which you received it - unused, unopened, and in its original packaging.  We regret that we are unable to refund your original shipping charges unless the return was a result of our error. Return shipping cost will be at the expense of the customer.

If you believe you have received defective or incorrect merchandise, please contact us within 7 days of receipt and provide a photo of the defect. Returns that is believed to be defective or incorrect must be received by us within 14 days of your order’s original shipment date.

We will only accept returns for items that are received in their original condition. Accessories, box packaging, and anything else that came with the item must be included as well. If your return does not meet these conditions, you'll be charged a up to 20% re-stocking fee, or have your merchandise returned to you. Items damaged due to customer abuse or negligence will not be accepted.

We are unable to honour sale and/or promotional pricing or promo codes once an order has been completed. In addition, we cannot honour sale / promotional pricing once a sale or promotion has ended. We do not allow stacked discounts.

If you would like to initiate a return, please contact us at info@mochimochi.nz. Please note that we will not accept any items returned without prior authorisation.

If you would like to exchange an item, the fastest way to ensure you receive the item you want is to initiate a return for the original item and make a separate purchase for the new item.

We will notify you once we have received and inspected your returned item. If approved, we will automatically issue a refund to your original payment method. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund to your account.