Return & Refund Policy

For U.S. Jewelry Retail Customers

Last Updated: October 1, 2026

1. Overview

Thank you for shopping with Momi Mochi. We want you to be satisfied with your purchase. This Return & Refund Policy explains when and how you may return an item, request a refund, exchange a product, or contact us about an order issue.

By placing an order on our website, you agree to the terms of this Return & Refund Policy.

2. Return Window

Eligible return requests must be submitted within 7 calendar days after delivery. Approved items must be sent back within 3 calendar days after approval. We do not accept returns solely because you have changed your mind.

To be eligible for a return, your item must meet the return eligibility requirements listed below.

3. Return Eligibility

To qualify for a return, the item must be:

· In the same condition that you received it

· Unused, unworn, unwashed, and undamaged

· With the original jewelry box or pouch, included accessories, certificates (if supplied), and tags, where reasonably available

· Accompanied by proof of purchase, such as an order confirmation or receipt

We reserve the right to refuse returns that do not meet these requirements.

4. Non-Returnable Items

The following change-of-mind restrictions apply only where clearly disclosed before purchase. They do not exclude remedies for defective, damaged, incorrect, or materially misdescribed goods:

· Gift cards, except where redemption or refunds are required by law

· Final sale or clearance items clearly marked as non-returnable

· Items damaged by misuse, unauthorized alteration, or improper care after delivery; ordinary return eligibility does not affect claims about defects present on arrival

· Earrings and pierced jewelry may be returned if unworn.

If you are unsure whether your item is eligible for return, please contact us before sending it back.

5. How to Start a Return

To start a return, please contact us at momimochi.offical@gmail.com within the return window.

Please include the following information in your return request:

· Your order number

· The email address used to place the order

· The item you want to return

· The reason for the return

· Photos or videos if the item is defective, damaged, or incorrect

If your return request is approved, we will provide return instructions and the return address. Items sent back to us without first requesting a return may not be accepted.

6. Return Address

Our return location is in Nanhai District, Foshan, Guangdong, China. The full return address will be provided after return authorization.

Please contact momimochi.offical@gmail.com to initiate a return.

Please do not send returns to the original shipping address unless we specifically instruct you to do so. Return addresses may vary depending on your location, product type, or warehouse arrangement.

7. Return Shipping Costs

Return shipping costs are assessed on a case-by-case basis, depending on the reason for the return:

· For defective, transit-damaged, or incorrect items attributable to us, we cover necessary return shipping where a return is required and provide a remedy consistent with applicable law. We do not require you to accept store credit instead of a refund you are entitled to receive.

· We do not accept change-of-mind returns.

Original outbound shipping charges are non-refundable. Charges relating to our error or non-delivery are handled in accordance with applicable law.

8. Damaged, Defective, or Incorrect Items

Please inspect your jewelry on arrival and contact momimochi.offical@gmail.com within 3 days of delivery if it is damaged, defective, incorrect, or materially different from its description. This reporting period does not shorten statutory rights or bar claims for hidden defects.

To help us resolve the issue quickly, please provide:

· Your order number

· A clear description of the issue

· Photos or videos of the item, packaging, shipping label, and any visible damage

We will review the issue and offer an appropriate repair, replacement, or refund as applicable. Store credit is offered only with your agreement where a monetary refund is otherwise due.

9. Exchanges

The fastest way to exchange an item is to contact us first and return the original item if your return is approved. Once the return is accepted, you may place a new order for the replacement item.

Exchange availability depends on product inventory. We cannot guarantee that the requested replacement item will be available.

10. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

After approval, we submit the refund to your original payment method within 24 hours. The time for the refund to appear in your account depends on the actual processing time of your payment provider or bank.

We do not charge a restocking fee.

11. Partial Refunds

Any proposed partial refund will be explained. It may reflect documented customer-caused damage or missing components, where lawful, or the amount actually paid after a discount. It does not reduce remedies for defects or our error.

· The item is returned with signs of use, damage, missing parts, or missing packaging

· The return is received after the approved return period

· The item does not meet our return eligibility requirements

· Items in matching jewelry sets, human-and-pet sets, and promotional bundles may be refunded separately. Refunds are allocated in proportion to the amounts of the items. Coupons are returned in the form of coupons. No undisclosed penalty will be added.

12. Order Cancellations

Orders that remain unpaid for 24 hours are automatically cancelled. For all orders, cancellation is no longer available once 24 hours have passed after order confirmation. For order changes or cancellation requests, contact momimochi.offical@gmail.com. This does not limit cancellation rights for shipping delays or our inability to fulfill the order.

We cannot guarantee cancellation once an order has been processed, packed, or shipped. If the order has already shipped, you may need to follow the return process after delivery.

13. Lost Packages and Delivery Issues

If the tracking information shows that your order was delivered but you did not receive it, please first check your delivery area, mailbox, building reception, neighbors, and local carrier office.

If you still cannot locate the package, contact us at momimochi.offical@gmail.com. We may request additional information and may work with the shipping carrier to investigate the issue.

We are not responsible for packages lost due to incorrect, incomplete, or undeliverable addresses provided by the customer.

14. Refused or Undeliverable Packages

If a package is refused, unclaimed, or returned to us because of an incorrect address, unavailable recipient, unpaid customs duties, or other customer-related delivery issue, any refund may be reduced by original shipping fees, return shipping fees, customs fees, or other costs incurred.

15. Return Location and Cross-Border Returns

U.S. customers return approved items to Nanhai District, Foshan, Guangdong, China. We provide the full return address after return authorization. Returns from the United States therefore involve international shipping. The estimated return shipping cost is RMB 100–150. Responsibility for necessary return charges follows Section 7.

United Kingdom Returns: Customers in the United Kingdom return approved items to Nanhai District, Foshan, Guangdong, China. We provide the full return address after return authorization. For defective, transit-damaged, or incorrect items attributable to us, we cover necessary return shipping where a return is required. The estimated return shipping cost of RMB 100–150 stated above applies to U.S. returns only, not to returns from the United Kingdom.

Please contact us before sending any international return.

16. Gifts

If the item was marked as a gift when purchased and shipped directly to you, you may be eligible to receive store credit for the value of the returned item. If the item was not marked as a gift, the refund will generally be issued to the original purchaser and original payment method.

17. Policy Abuse

We may investigate suspected fraudulent requests and ask for reasonable supporting information. This does not restrict valid claims or applicable consumer rights.

18. Contact Us

If you have any questions about this Return & Refund Policy, please contact us:

Momi Mochi

Email: momimochi.offical@gmail.com

Address: Hong Kong, China

Website: www.momimochi.com