Returns & Exchanges

Our Policy

At Mochi’s Home, every piece is carefully prepared for your furry companion. Due to the personal nature of pet accessories, we do not accept standard returns for change of mind.

However, we understand that sometimes things may not go as expected. If you have any concerns about your order, our team is always happy to help and find the best possible solution.

Please contact us at support@mochishome.com.co with your order number and details of your situation, and we will review your request individually.

Depending on the circumstances, we may provide a suitable solution, including:

Exchange options for eligible items
A courtesy discount code toward a future purchase
Replacement or refund for items that arrive damaged, defective, or incorrect

Eligible Requests

To help us provide the best support, please make sure:

Items are unused, unworn, unwashed, and in their original condition
Products are free from pet hair, odors, stains, or any signs of wear
Original packaging and tags (if applicable) are included

Due to hygiene reasons, used pet accessories and opened pet toys cannot be accepted for return or exchange unless the item arrives faulty or damaged.

Size & Fit Assistance

We understand that choosing the right size for your pup can sometimes be challenging.

If your item does not fit as expected, please contact us with your order details and photos. Our team will do our best to assist with available options, such as size exchanges or a special discount toward a replacement order.

To help avoid sizing issues, we recommend checking our size guide before placing your order.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery with:

Your order number
Photos or videos showing the issue

Once reviewed, we will arrange an appropriate solution, which may include a replacement or refund at no additional cost.

Sale Items

Sale, clearance, and promotional items are considered final sale and are not eligible for return or exchange unless they arrive damaged or defective.

Order Changes & Cancellations

Because we begin preparing orders shortly after purchase, cancellation or modification requests must be submitted within 12 hours of placing your order.

After this time, we may not be able to make changes or cancel the order.