Return, Refund & Exchange Policy

At Mooch, every product is carefully handcrafted and thoroughly inspected before dispatch. Please read this policy carefully before placing an order, as purchases are subject to the terms below.

Eligibility

Returns, refunds, or replacements are strictly applicable only if the product is received in a damaged, defective, or incorrect condition.

✔ Products delivered in correct, undamaged condition are not eligible for return, refund, or exchange.
✔ Requests based on personal preference, color variation, design choice, sizing issues, or change of mind will not be accepted.

Return, Refund & Replacement Process

To initiate a return, refund, or replacement request, all of the following conditions must be met:

Step 1: Contact Us

Email us at support@mooch.design within 12 hours of receiving the product.

Step 2: Product Condition

The product must be:

Unused
In the same condition as received
With tags intact
In original packaging

Step 3: Mandatory Proof

You must share:

Proof of purchase
A clear unboxing video (mandatory)
Supporting images clearly showing the damage or defect

⚠️ Requests raised after 12 hours or without an unboxing video will not be accepted.

Approval & Return Shipping

If your request is approved:

We will share detailed return instructions and a return shipping label.
Items sent back without prior approval will be rejected and returned to the customer.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If the item is damaged, defective, or incorrect:

Notify us within 12 hours of delivery
Provide the required evidence as mentioned above

Failure to report within the stated timeframe will result in the claim being declined.

Non-Returnable & Non-Refundable Items

The following items are strictly non-returnable and non-refundable:

Customized or personalized products
Made-to-order or special request items
Bulk orders (except in cases of verified transit damage)
Sale items
Gift cards
Cash on Delivery (COD) orders

We strongly recommend reviewing product details carefully or contacting us before placing your order.

Bulk & Made-to-Order Purchases

Products made as bulk orders or on special request are produced specifically for the customer.

Such orders cannot be cancelled, returned, or refunded once confirmed
Refunds or replacements will be considered only in case of verified transit damage
Production delays, courier delays, or change of mind do not qualify for refunds or returns

Refunds

Once the returned product is received and inspected, we will notify you of the approval status
Approved refunds will be processed to the original payment method within 10 business days
Banks or payment providers may take additional time to reflect the refund
If 15 business days have passed since approval and you have not received your refund, contact us at support@mooch.design

Final Decision Rights

Mooch reserves the sole right to approve or reject any return, refund, or replacement request based on inspection and verification.

Submission of a request does not guarantee approval.