Refund & Return Policy

Last updated: July 2, 2026

1. Our Commitment

Every Mochi Dolls product is handcrafted with care and inspected before shipment. If you are not satisfied with your purchase for any reason, we are here to make it right. Please contact us at shoylife1@gmail.com — we aim to respond within 24–48 hours and resolve every issue fairly.

2. Return Eligibility

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

• The return request is submitted within 14 days of the confirmed delivery date.
• The item is in its original condition — unused, unwashed, unaltered, and with all original packaging and accessories included.
• You have proof of purchase (order confirmation email or order number).

Non-returnable items

• Custom or personalized orders made specifically to your specifications
• Seasonal limited edition items explicitly marked "Final Sale" at the time of purchase
• Items showing signs of use, washing, alteration, or damage caused by the buyer
• Return requests submitted more than 14 days after confirmed delivery

3. EU Right of Withdrawal

If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving the goods, without providing any reason, under the EU Consumer Rights Directive 2011/83/EU. This right does not apply to custom-made goods produced to your personal specifications. To exercise this right, please notify us in writing at shoylife1@gmail.com before the withdrawal period expires.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or does not match what you ordered, please contact us within 7 days of delivery with the following information:

• Your order number
• A clear written description of the issue
• Photos of the item and, if applicable, the outer packaging

We will arrange a full replacement or issue a complete refund at no additional cost to you, including coverage of any return shipping costs. We never require you to return a damaged or defective item if we determine the issue is clearly on our end.

5. Return Process

1. Email us at shoylife1@gmail.com with your order number, the item(s) you wish to return, and your reason.
2. We will respond within 48 hours with a Return Merchandise Authorization (RMA) number and return instructions.
3. Securely package the item in its original packaging and ship it using a trackable shipping method. Please retain your tracking number.
4. Once we receive and inspect the returned item (typically within 2–3 business days of receipt), we will notify you by email and process your refund.

Return shipping costs are the responsibility of the buyer, unless the return is due to our error (e.g., wrong item sent, manufacturing defect, or damage in transit).

6. Refunds

• Approved refunds are issued to your original payment method within 5–10 business days of us approving the return.
• Stripe typically processes refunds within 5–10 business days; the timing may vary depending on your card issuer or bank.
• Original outbound shipping fees are non-refundable, unless the return is due to our error.
• You will receive an email confirmation as soon as your refund has been initiated on our end.
• If you have not received your refund after 10 business days, please first check with your bank, then contact us.

7. Exchanges

We do not offer direct product exchanges at this time, as each item is handcrafted in limited quantities. If you would like a different item, please initiate a return for the original item and place a new order separately. We recommend placing the new order first to avoid items selling out.

8. Order Cancellations

• In-stock orders may be cancelled within 24 hours of placement, provided the order has not yet entered production or shipped.
• Custom orders cannot be cancelled once confirmed, as materials and production time are immediately allocated.
• To request a cancellation, email us immediately at shoylife1@gmail.com with your order number.

9. Chargebacks

We ask that you contact us directly before initiating a chargeback with your bank or card issuer. We are committed to resolving any issue quickly and fairly. Initiating a chargeback without first contacting us may result in your account being flagged and future orders declined.