Refund Policy

Returns

Due to the perishable nature of our products, our return policy is as follows:

Perishable Items (e.g., Mochi, Japanese Confectionery)

  • Opened products: We cannot accept returns unless the product is damaged, defective, or incorrect.
  • Unopened products: Due to food safety regulations, we do not accept returns of any perishable items.

Non-Perishable Items (e.g., Cooking Accessories, Tools)

  • Eligible for return within 14 days of receipt, provided the item is unused, in its original packaging, and includes proof of purchase.

Damaged or Incorrect Items

Please inspect your order upon receipt. If an item is damaged, defective, or incorrect, contact us within 5 days at [info@mochian.nl], and we will evaluate the issue. If the issue is verified, we will offer a replacement or refund. Complaints made after the 6th day will not be accepted.

How to Start a Return

To initiate a return, please email info@mochian.nl with:

  • Your order number
  • Details of the item(s) you wish to return
  • The reason for the return

If your return is accepted, we will provide instructions on how and where to send your package. Items sent back without prior approval will not be accepted.

Refunds

Refund Processing

Once we receive and inspect your report, we will notify you if your refund is approved. Approved refunds will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

Return Shipping Costs

  • If the return is due to an error on our part (e.g., damaged or incorrect items), we will cover the return shipping costs.
  • For returns due to a change of mind (only applicable to non-perishable items), the customer is responsible for return shipping.

If more than 15 business days have passed since your refund approval and you have not received your refund, please contact us at info@mochian.nl.

Exceptions & Non-Returnable Items

Please note the following exceptions:

  • Perishable goods (e.g., mochi, confectionery) cannot be returned once opened.
  • Custom orders or personalized items are non-returnable.
  • Sale items and gift cards are final sale and cannot be refunded or exchanged.

If you have concerns about a specific item, feel free to contact us at info@mochian.nl.

EU 14-Day Cooling-Off Period

If your order is shipped within the European Union, you have the right to cancel or return it within 14 days of receipt, for any reason and without justification. To qualify, the item must be unused, in its original packaging, and accompanied by proof of purchase. This policy does not apply to perishable items.

Need Help?

For any questions or concerns regarding your order, please don’t hesitate to contact us at info@mochian.nl. We’re here to help!