Refund & Return Policy

Last updated: October 13, 2026

1. How to request a refund

1. Email us at mochitoees@gmail.com within 30 days of delivery with your order number. Telling us why is optional, but it helps us improve.
2. We will reply within 1–2 business days with the next steps and, if a return is needed, the return address and instructions.
3. Once your return is received (or your request is approved, if no return is needed), we will issue your refund.

Please do not send items back without contacting us first: packages sent without our return instructions may be lost and cannot be processed.

2. Return conditions

• Please send back the Mochitoes™ with all its parts, including the USB cable and controller.
• Pack it carefully so it arrives in the same condition you sent it.
• We recommend using a trackable shipping service and keeping your proof of postage.

3. Return shipping costs

Shipping to you is always free. Unless the item arrived damaged, faulty or incorrect (see section 5), the cost of shipping a return back to us is the customer’s responsibility.

4. Refund timing and method

Refunds are issued to your original payment method within 3–5 business days of receiving your return or approving your request. Depending on your bank or card provider, it may take an additional 5–10 business days for the money to appear in your account. You will receive an email when your refund is processed.

5. Damaged, faulty or wrong items

If your Mochitoes™ arrives damaged, stops working, or is not the style you ordered, email us within 14 days of delivery with your order number and a photo or short video of the problem. We will send you a free replacement or a full refund, whichever you prefer. In most cases you won’t need to send anything back.

6. Bundles (Couple & Family)

You can return a full bundle or only some of the units. When only part of a bundle is returned, the refund is calculated on the discounted price you actually paid per unit (the bundle total divided by the number of units).

7. Exchanges

Would you prefer a different style? Contact us and we’ll help. The fastest option is usually to request a refund for the original item and place a new order for the style you want.

8. Order cancellations

You can cancel your order free of charge before it ships by emailing us at mochitoees@gmail.com. Once an order has shipped it can no longer be cancelled, but it is still covered by our 30-Day Money-Back Guarantee.

9. Gifts

If the item was a gift, refunds are issued to the person who placed the original order.

10. Please contact us before opening a dispute

If something isn’t right, write to us first: we will solve it faster than a bank dispute can. Opening a chargeback while a request is in progress may delay your refund.

11. Your legal rights

This guarantee is offered in addition to, and does not limit, any rights you have under the consumer protection laws of your country. For consumers in the European Union and the United Kingdom, this includes the statutory 14-day right of withdrawal and the legal guarantee of conformity for goods.

12. Contact

For any return or refund question, email mochitoees@gmail.com.