Refund policy

Return & Refund Policy

At Mochi Den, our goal is to offer you top-notch products and exceptional customer support. Your satisfaction is our priority, and that's why we have a 30-day guarantee in place. If you're not happy with your purchase for any reason, please get in touch with us at our contact page.

Cancellation Policy

Keep in mind that any modifications or cancellations to an order must occur within 24 hours of placing it. After this period, we might not be able to fulfill your request since the order may have already entered processing. Should you cancel within 24 hours, your refund will be processed within 10 business days.

Returns and Refunds

We provide a 30-day return window for unused items returned in their original packaging. 

To be eligible for a return, your item must:

 - Be still in original packaging (the inner packaging must not be tampered with);

 - Product was never assembled or used; and

 - The product and packaging are in full salable condition when received back at our warehouse.

We don't issue refunds for used, worn, or damaged items due to normal use or misuse. If you return a non-approved item without a valid reason or outside the 30-day timeframe, we reserve the right to charge a restocking fee of up to 25% of the purchase price.

To start a return, email us within 30 days of delivery, providing your order number and return reason. Our team must approve all returns before you ship the product back. Items must be returned in their original packaging and unused state. Include your order number and shipping name in your return package to facilitate prompt processing. Customers bear return shipping costs, except for damaged items upon receipt. Shipping costs are not reimbursed.

Upon receiving your return, we may take up to 10 business days to inspect the item/s. Once we confirm the items are in good condition, please allow up to 40 business days from the confirmation date for the refund process. If you haven't received your refund after we've confirmed processing and successful refund, please contact your financial institution.

All refunds are processed in Australian Dollar ($AUD) as per the original purchase, and refunds will be returned to the original payment method. Note that customers are responsible for any fees associated with foreign currency transactions or exchange rates.

 

 

Product Concerns

We take product safety seriously and encourage customers to use our products safely and responsibly. Adhere to all proper usage instructions and safety precautions provided with your product and all available resources on our website. Failure to do so may result in damage or injury, for which we cannot be held responsible, and any resulting refunds or replacements will be at our discretion. If you experience discomfort while using our products, discontinue use immediately and contact us using our contact page. We will help you address any concerns or questions.

 

 

Damaged Items

We carefully package our products to prevent damage during shipping. An item is considered damaged if it has a defect or is physically broken. Damaged packaging from shipping, such as dented boxes, etc., with a product in good condition is not considered damage.

If your item arrives damaged, inform us within 48 hours of delivery. To report a damaged item, email us and attach a clear photo of the damage. We will determine your eligibility for a replacement at no cost to you. We neither refund nor accept returns for items damaged through normal use, wear and tear, or misuse.

 

 

Missing Items

Upon delivery of your order, please verify your package/order against the packing slip which will list all items enclosed in your package/order. Should any items be found missing from your order/package, please get in touch with us via email within 5 business days of receiving your order. Our email address can be found at our contact page. When contacting us please also include photo verification of the following: packing slip, all contents from the package, and the shipping label.

If the package appears tampered with, we strongly encourage you to also submit a claim with the courier.

We ask to be notified immediately of any potential missing items, and if we do not hear from you within 5 business days of order delivery, we will assume the order was received in accordance with our records and we will be unable to offer any sort of compensation.

Shipping and Delivery Delays

While we aim to deliver your order promptly, we cannot be held responsible for shipping or delivery delays beyond our control, including those caused by the courier, customs, or other factors and issues that may arise during shipping. If you encounter any delivery issues, contact the courier directly for assistance. We are not responsible for lost, stolen, or delayed packages.

 

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

 

Exceptions / Non-Returnable Items

Unfortunately, we cannot accept returns or refunds for items "on sale" or gift cards.