Refund policy
Refund & Return Policy
Last Updated: August 27, 2026
Thank you for shopping with MochiPuff.
We want you to be happy with your purchase. Because our products are handmade squishies, each item may have minor differences in appearance, texture, or finish.
Please read this Refund & Return Policy carefully before placing your order.
1. Order Cancellation
You may request to cancel your order before it has been shipped.
Please contact us as soon as possible after placing your order.
Once an order has been shipped, we may not be able to cancel it.
If the order has already been shipped, you may need to follow the return process described below.
2. Returns
We generally accept returns for eligible products within 14 days of delivery, subject to the conditions below.
To request a return, please contact us within 14 days of receiving your order.
The product must:
- Be unused
- Be in its original condition
- Be returned with its original packaging where reasonably possible
- Not have been intentionally damaged or modified
- Be accompanied by proof of purchase
Please contact us before sending any item back.
Do not send a return to the sender's address on the package unless we have specifically provided return instructions.
3. Non-Returnable Situations
Returns or refunds may not be available when:
- The product has been intentionally damaged
- The product has been modified or repaired by the customer
- The product has been used in a manner inconsistent with the product instructions
- The product has been exposed to excessive heat, sharp objects, chemicals, or other conditions that may cause damage
- The customer simply changes their mind after the applicable return period
- The customer fails to follow the return instructions
- The product has been damaged after delivery due to improper handling or storage
4. Handmade Product Characteristics
MochiPuff products are handmade.
Because of the handmade nature of our products, minor differences between individual items may occur.
These may include:
- Slight differences in shape
- Minor differences in color
- Small surface imperfections
- Slight differences in texture
- Small variations in size
- Minor differences in filling
- Small handmade marks
Such minor variations are considered normal characteristics of handmade products and do not necessarily constitute a product defect.
5. Product Texture and Feel
Our squishies may have different textures depending on the product.
Some products may feel:
- Soft
- Stretchy
- Dense
- Matte
- Waxy
- Clay-like
- Slow or non-rebounding
The exact texture and rebound characteristics vary by product.
Please carefully read the product description and watch the product videos before purchasing.
A difference between your personal expectation of the texture and the actual texture described on the product page does not necessarily constitute a product defect.
6. Slight Odor
Some MochiPuff products may have a slight odor when first opened.
This may occur because certain products are sealed using adhesive or other manufacturing materials.
A mild manufacturing-related odor may be present when the product is newly opened and may decrease over time with proper ventilation.
A slight odor alone does not necessarily indicate that the product is defective.
If you have concerns about the odor of your product, please contact us before requesting a return.
7. Damaged or Defective Products
If your product arrives damaged or you believe it has a manufacturing defect, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the problem
- Clear photos of the product
- Photos of the packaging
- A short video when the issue cannot be clearly demonstrated through photos
We may request additional information to determine whether the issue occurred before or after delivery.
If the product is confirmed to have arrived damaged or to have a manufacturing defect, we may offer an appropriate solution, which may include:
- Replacement
- Partial refund
- Full refund
- Other reasonable resolution
The specific solution will depend on the circumstances of the case.
8. Product Damage Caused by Use
Our squishies may be delicate due to their handmade construction and materials.
Damage caused by:
- Sharp fingernails
- Sharp objects
- Excessive force
- Biting
- Cutting
- Pulling excessively
- Improper storage
- High temperatures
- Contact with chemicals
- Other improper use
may not be considered a manufacturing defect.
Please handle the product carefully and follow any care instructions provided on the product page.
9. Refunds
Once we receive and inspect an eligible returned product, we will determine whether the refund request qualifies under this policy.
If approved, the refund will be issued to the original payment method.
Depending on your payment provider, bank, or card issuer, it may take additional business days for the refund to appear in your account.
10. Shipping Costs for Returns
Unless the return is due to a confirmed defective, damaged, or incorrect product, the customer may be responsible for return shipping costs.
If the return is caused by an error on our part, such as:
- Incorrect product sent
- Product arrived damaged
- Confirmed manufacturing defect
we may provide an appropriate return or replacement solution.
Return shipping arrangements will be discussed with the customer before the item is sent back.
11. Wrong or Missing Items
If you receive an incorrect item or an item is missing from your order, please contact us as soon as possible.
Please provide:
- Order number
- Photos of the package
- Photos of the items received
- A description of the missing or incorrect item
After verification, we may provide a replacement, refund, or another appropriate solution.
12. Lost or Delayed Packages
Once an order has been shipped, delivery is handled by the selected carrier or logistics provider.
International shipments may experience delays due to:
- Customs processing
- Weather
- Holidays
- Carrier delays
- Local delivery conditions
- Incorrect or incomplete address information
- Other circumstances beyond our reasonable control
If tracking information indicates that a package is still in transit, we may need to wait for the carrier to complete its investigation before issuing a refund or replacement.
If a package is officially confirmed as lost by the carrier, we will work with the customer to determine an appropriate resolution.
13. Incorrect Shipping Address
Customers are responsible for providing accurate shipping information at checkout.
Please carefully check:
- Name
- Street address
- Apartment/unit number
- City
- State/province
- Postal/ZIP code
- Phone number
If an order is returned because the shipping information provided by the customer was incorrect or incomplete, additional shipping costs may apply if the customer requests reshipment.
14. Customs Duties and Import Taxes
International orders may be subject to customs duties, import taxes, VAT, or other charges imposed by the destination country.
Unless otherwise stated at checkout, these charges are generally the responsibility of the customer.
MochiPuff is not responsible for delays caused by customs authorities.
Customers are responsible for complying with applicable import regulations in their country.
15. Promotional Items and Free Gifts
If your order qualifies for a promotional gift, free item, or Buy One Get One promotion, the promotional item may be subject to the terms of the promotion.
If an order is partially or fully refunded, the eligibility of promotional items may be affected.
Where applicable, we may request the return of promotional items or adjust the refund amount accordingly.
16. Exchanges
We may offer exchanges for eligible products depending on product availability.
If you would like to exchange an item, please contact us before returning the product.
Exchange requests are subject to the same eligibility requirements as returns.
17. Refund Processing Time
After a refund has been approved, the refund will normally be sent to the original payment method.
The time required for the funds to appear in your account depends on the payment provider and financial institution.
MochiPuff cannot control the processing time of banks or third-party payment providers.
18. How to Request a Return or Refund
To request a return, refund, replacement, or exchange, please contact us at:
Email: [Your Customer Service Email]
Please include:
Order Number:
Customer Name:
Reason for Request:
Photos/Videos:
We will review your request and provide further instructions.
19. Contact Us
If you have any questions about this Refund & Return Policy, please contact us:
MochiPuff
Website: mochipuff1.com
Email: ymm6354598@gmail.com