Refund policy

Mochuu Returns & Refund Policy

At Mochuu we want every squish to arrive perfect. This policy explains when an item can be returned, how refunds work and what we need from you. It applies to all orders placed on mochuu.com and does not affect any statutory rights you may have as a consumer.

Return window

You have 14 days from the day you receive your order to tell us that you would like to return it, and a further 14 days to send it back to us. Requests made after this period cannot be accepted unless the item is faulty.

Conditions for a return

• The item must be unused, clean and in the same condition in which you received it.
• It must be returned complete, including every item of a bundle and any free gift.
• Original packaging, labels and any sealed wrapping must be intact.
• You must be able to show your order number or another proof of purchase.

Returns that arrive incomplete, unclean, cut, torn, punctured, drawn on or otherwise damaged after delivery may be refused, or refunded in part to reflect the loss in value.

How to start a return

Email hello@mochuu.com with your order number and, where relevant, photos of the item. If your return is approved we will send you the return address and instructions. Parcels sent back without an approved return request cannot be processed. Return postage is paid by you, except where the item arrived damaged or faulty or was not the item you ordered, in which case we cover it.

Damaged, faulty or incorrect items

Please check your parcel as soon as it arrives and tell us within 48 hours of delivery, with photos of the item and of the outer packaging, if anything is wrong. Problems we will always put right include an item that arrived split, torn or leaking, a missing item from a bundle, the wrong shape or wrong quantity sent, and visible mould or contamination. Claims raised later, or without photos, are harder to assess and may be declined. Damage caused after delivery by cutting, piercing, stretching beyond ordinary squeezing, pets, heat, direct sunlight, oils, solvents or improper storage is not a fault.

What we cannot take back

• Items that have been used, are unclean or are no longer in resalable condition.
• Gift cards.
• Items whose sealed hygiene wrapping has been opened.
• Clearance and final-sale items, unless the item is faulty or the law requires otherwise.

Mystery Mochuu and surprise items

Mystery Mochuu shapes are selected at random and the mix can change without notice. Receiving a shape you had hoped for something else instead is part of the surprise and is not treated as a fault or as grounds for a refund. Faulty or damaged mystery items are of course covered by the section above.

Colour, scent and finish

Product photos are taken under studio lighting and our shapes are finished by hand, so small differences in colour, tone, scent, firmness and finish between batches are normal and are not considered defects.

Bundles, discounts and free delivery

Bundles are priced and sold as a set. If you return only part of a bundle, the bundle discount no longer applies and we refund the difference between what you paid and the standard price of the items you keep. Where a discount or free delivery was unlocked by your order total, the benefit is recalculated if the value you keep falls below the qualifying amount.

Exchanges

The fastest way to get the shape you want is to return the eligible item and place a new order once your return has been approved.

Refunds

We will inspect your return and let you know the outcome. Approved refunds are issued to your original payment method within 10 business days of approval, although your bank or card provider may need a little longer to show it. Original delivery charges are not refunded, and the cost of return postage may be deducted where you are responsible for it. If more than 15 business days have passed since we confirmed your refund, please email hello@mochuu.com.

Lost, undelivered and returned parcels

Claims for a parcel that is marked as delivered but not received, or that appears to be lost in transit, must reach us within 30 days of the dispatch date so that we can open a claim with the carrier. Orders that come back to us because the delivery address was incorrect or incomplete, or because the parcel was not collected from the carrier, are refunded less the delivery charge paid and any return-to-sender fee applied by the carrier.

Cancelling an order

Please contact us as quickly as possible if you want to cancel. We can normally cancel an order before it has been picked and packed; once it has been dispatched it needs to be handled as a return.

Your statutory rights

Nothing in this policy limits your legal rights, including rights relating to faulty or misdescribed goods. Consumers in the United Kingdom and the European Union may cancel an order within 14 days of receiving it without giving a reason, provided the goods are returned in line with this policy. Where you cancel under that right, the cost of returning the goods is yours unless we tell you otherwise.

Safety notice

Mochuu products are designed to meet the applicable toy safety requirements in the countries where they are sold. Please follow the age guidance shown on the product page and on the packaging and keep small items away from young children. Items damaged through use outside that guidance are not covered by this policy.

Mochuu is operated by hello@mochuu.com,  Questions? Write to hello@mochuu.com.