Overview

Our refund and returns policy lasts 30 calendar days from the date of delivery. If 30 days have passed since your purchase, we cannot offer a full refund or exchange.
Mochu INC specializes in women’s intimate apparel (lingerie, panties, nightwear, etc.). Due to health and hygiene standards, all return requests are subject to strict eligibility criteria outlined below.

Eligibility for Returns

To be eligible for a return, your item must meet all of the following conditions:
  • Unworn, unwashed, and undamaged (no stains, tears, or signs of use).
  • Original hygiene stickers/tags intact (critical for intimate apparel).
  • In the original packaging (including any boxes, dust bags, or product tags provided).

Non-Returnable Items

The following items are not eligible for return or refund (per health, hygiene, and product nature):
  • Intimate apparel with removed hygiene stickers or tags.
  • Customized or personalized products.
  • Clearance/sale items (marked as “Final Sale”).
  • Gift cards.
  • Downloadable digital content (if applicable).

Required Documentation

To complete your return, you must provide:
  • A valid receipt or proof of purchase (order confirmation email, invoice).
  • Your order number (found in your order confirmation).

Partial Refunds

Partial refunds may be granted in the following cases:
  • Items returned with minor damage not caused by our error.
  • Items with missing non-essential accessories (e.g., decorative packaging).
  • Items returned after the 30-day window but within 45 days (refund amount determined by product condition, minus a 20% restocking fee).

Refund Process

  1. Contact our customer service team at support@mochu.me to submit a return request. Include your order number, item details, and reason for return.
  2. Our team will respond within 24 business hours with a Return Authorization (RA) Number and instructions.
  3. Ship the eligible item(s) to our return address (below) with the RA Number clearly marked on the package.
  4. Once we receive and inspect your return (3–5 business days after delivery to our warehouse), we will email you to confirm approval or rejection of your refund.
  5. Approved refunds will be processed within 3–5 business days and credited back to your original payment method.

Late or Missing Refunds

If you haven’t received your refund within 10 business days of approval:
  1. Check your bank account or credit card statement (processing times vary by provider).
  2. Contact your credit card company or bank to inquire about pending transactions.
  3. If the issue persists, email support@mochu.me with your order number and refund reference.

Exchanges

We only replace items if they are defective, damaged, or mis-shipped by Mochu INC. To request an exchange:
  1. Email support@mochu.me with your order number, photos of the defective/damaged item, and a request for exchange (same item, size, or color).
  2. Ship the defective item to our return address (below) with the RA Number provided.
  3. Once received and verified, we will ship the replacement item at no additional cost.

Gifts

  • If the item was marked as a gift and shipped directly to you: You will receive a gift credit (store voucher) for the return value once the item is inspected.
  • If the gift giver shipped the order to themselves: We will issue the refund to the gift giver, who will be notified of the return.

Return Shipping

  • You are responsible for paying return shipping costs unless the item is defective or mis-shipped (we will reimburse standard shipping fees upon verification).
  • Shipping costs are non-refundable. If you receive a refund, return shipping costs will be deducted from the total refund amount.
  • We recommend using a trackable shipping service and purchasing shipping insurance for high-value items (we are not liable for lost or damaged return packages).

Official Return Address

Mochu INCAttn: Return Department101 SHELTER VIEW CT, KALISPELL, MT 59901, USA

Need Help?

For questions about returns, refunds, or exchanges, contact our customer service team at:
  • Email: support@mochu.me
  • Response time: 24–48 business hours
By initiating a return, you agree to comply with all terms outlined in this policy. Mochu INC reserves the right to deny returns that do not meet eligibility criteria.