Refund policy

1. Returns Eligibility

1. Defective or Damaged Items:

At Mochi Gel, we pride ourselves on quality. All of our items are handmade in small batches and undergo inspection before shipping. However, if you receive a product that is damaged, defective, or not as described, please contact us within 3 days of receiving your order.

To be eligible for an exchange:

  • Item must be unused and in its original packaging (VERY light use is fine considering you may have tried to use the product)

  • Clear photo or video evidence of the issue is required

  • Item must be returned to us for inspection before a replacement is issued

Once we confirm the defect, we will either:

  • Ship a replacement product at no additional cost

  • Or offer store credit if the product is out of stock

We do not offer refunds under any circumstances.

1.2 Incorrect Items Received:

If you received the wrong item, please notify us within 3 days of delivery. Include your order number and photos of the incorrect item. We’ll provide a prepaid return label and send the correct item once the original is returned.

2. Returns Not Accepted

We do not accept returns for:

  • Buyer’s remorse or “change of mind”

  • Items that have been opened, used, or altered

  • Orders placed incorrectly (wrong color/variant chosen)

  • Delays due to postal services (please track your order)

Because our items are custom-filled and sold via pre-order, all sales are final once the order is confirmed.

3. How to Request an Exchange

If your product is defective or incorrect, please follow these steps:

  1. Contact us via Instagram DM (@itsmochigel) or email us at [customersupport@mochigel.com]

  2. Include:

    • Full Name & Order Number

    • Clear photos of the product and packaging

    • A brief description of the issue

  3. If approved, you’ll receive instructions and a return shipping address.

Returns must be shipped back within 7 days of approval to remain eligible for an exchange.

4. Important Notes

  • Mochi Gel is not responsible for lost, stolen, or unclaimed packages once shipped.

  • Please double-check your shipping address before completing checkout—we are unable to edit it after the order is placed.

  • We reserve the right to deny any return or exchange request that does not meet the above conditions