At MellowMochi, we want every hug to be a happy one. 🤗 If something isn't right with your order, we're here to make it better please just read through the details below so we can help you as quickly as possible.
💌 When You Can Request a Refund
We're happy to offer a refund or replacement if:
- 📦 Your item arrived damaged (torn, stained, broken, or otherwise not in the condition it should be)
- ⏰ Your order arrived significantly late beyond our estimated delivery window
- ❌ You received the wrong item (not what you ordered)
📸 What We'll Need From You
To process your refund smoothly and fairly, please provide clear photo or video evidence showing the issue. This helps us confirm the problem quickly and get your refund approved without delays. Evidence we may ask for includes:
- A clear photo/video of the damaged or incorrect item
- A photo of the shipping label/packaging (for late or lost package claims)
- Your order number
(Please note: refund requests without supporting evidence may take longer to process, or may not be eligible for approval, so we kindly ask you to include this from the start! 💗)
🕊️ What's Not Covered
To keep things fair for everyone, please note that we're unable to offer refunds for:
- Change of mind after purchase
- Normal wear from regular use
- Minor color variations due to screen display differences
- Items damaged after delivery due to misuse
📬 How to Request a Refund
- Email us at mellowmochi2@gmail.com within 14 days of receiving your order
- Include your order number + photo/video evidence
- Our team will review your request within 2-3 business days
- Once approved, refunds are processed back to your original payment method within 5-10 business days
🌎 Shipping Reminder
We currently ship only within the United States and Canada 🇺🇸🇨🇦. Estimated delivery times can be found on our Shipping Policy page.
💕 We're Here for You
We know ordering online takes trust, and we don't take that lightly. If anything feels off with your order, please reach out we genuinely want to make it right. 🌷
📧 Contact us anytime at: mellowmochi2@gmail.com