Refund policy

Return, Replacement & Refund Policy

Mochimo

Returns & Replacements

At Mochimo, we want every order to feel thoughtful, seamless, and reliable. If you receive a damaged, defective, or incorrect product, we’re here to help make things right.

Customers may request a replacement within 3 business days of receiving their order. Partial replacements are also supported, allowing you to request a replacement for individual products within a multi-item order.

How To Request A Replacement

Step 1: Contact our Customer Support team via email at business@mochimo.in within 3 business days of receiving your order.

Step 2: Share your order ID along with details of the issue. Kindly attach clear images of the product and the invoice for reference.

Step 3: For damaged, defective, or incorrect products, an unboxing video may be required to help us verify the issue and process your request smoothly.

Step 4: Once approved, our team will arrange a pickup within approximately 2–4 business days.

Replacement requests will only be processed if the returned product is received in its original packaging with labels, seals, tags, and accessories intact.

Eligible Return & Replacement Conditions

• Product received in damaged condition
• Product received is defective or malfunctioning
• Product delivered is different from what was ordered or displayed on the website
• Manufacturing defect covered within the applicable warranty period

Please note that requests related to damaged, defective, or incorrect products must be raised within 3 business days of delivery.

Non-Eligible Return Conditions

• Product has been damaged due to misuse, negligence, or overuse
• Product is returned without original packaging, labels, tags, accessories, or complimentary items
• Product has been used, altered, or tampered with
• Warranty-related issues that fall directly under manufacturer warranty support
• Hygiene-sensitive or non-returnable products where applicable

If a product has been used, a replacement request may only be considered in cases involving a verified manufacturing defect.

Free Gifts & Complimentary Products

If your order included any complimentary or free products, they must also be returned along with the original item during the replacement or return process. Requests may not be processed if complimentary items are missing.

Partial Order Replacements

If your order contains multiple products, you may request a replacement for individual items instead of returning the complete order.

However, the specific product being replaced must be returned with all accompanying components, accessories, manuals, and complimentary items.

Refund Process

Refunds are processed only in cases where a replacement product is unavailable or out of stock.

Once the returned product is received and verified by our team, refunds will be initiated through the original payment method wherever applicable.

Refund Timelines

For prepaid orders made using credit cards, debit cards, UPI, wallets, or net banking, refunds are generally processed within 24–72 business hours after product verification. Banks and payment providers may require additional processing time for the amount to reflect in your account.

For Cash on Delivery (COD) orders, customers may be requested to share bank account details via email for refund processing. Refund timelines may vary depending on banking institutions.

Important Notes

• Mochimo reserves the right to decline requests that do not meet the conditions outlined in this policy.
• Return pickup availability may vary depending on serviceability.
• Replacement timelines may vary based on product availability and logistics support.
• We recommend customers retain original packaging until the return/replacement window has expired.

Need Assistance?

Email: business@mochimo.in
Support Hours: Monday – Saturday | 10 AM – 6 PM IST