Returns & Exchanges
Our Policy
We want you and your pet to love every purchase. If something isn't right, we accept returns within 【30 days】 of delivery, subject to the conditions below.
Eligibility for Return
- Items must be unused, unwashed, and in original condition with tags attached
- Items must be returned in their original packaging where possible
- Toys: for hygiene reasons, opened or used toys cannot be returned unless faulty or damaged on arrival
- Sale/clearance items are final sale and not eligible for return, unless faulty
How to Start a Return
- Email 【support@mochishome.com】 with your order number and reason for return
- We'll send you a return authorization and shipping instructions
- Pack the item securely and send it to the address provided
- Once received and inspected, we'll process your refund within 【5–7 business days】
Refunds
Refunds are issued to your original payment method. Please note it may take 【3–10 business days】 for the refund to appear, depending on your bank or card provider. Original shipping costs are non-refundable unless the return is due to our error (faulty or incorrect item).
Exchanges
Need a different size or color? Follow the returns process above and place a new order for the item you'd like — this ensures the fastest turnaround.
Faulty or Damaged Items
If your item arrives faulty or damaged, please contact us within 【48 hours】 of delivery with photos of the issue, and we'll arrange a replacement or full refund at no cost to you.