Return Policy

At WeLoveMochi, we want your experience with us to be a pleasant one – that’s why we’ve made our returns policy clear and straightforward. And if things don’t go quite to plan, our friendly customer care team is here to help set things right.

Important: We’re unable to offer refunds or credits unless you’ve first been in touch with a WeLoveMochi team member. We’ll provide you with a return number and the appropriate return address. Without these, we won’t be able to process your return or issue a refund.

Goods Returned to Sender

If your order is returned to the sender due to non-collection, an incorrect delivery address, or refusal by the recipient, a 20% restocking fee will apply. Please note that shipping costs are non-refundable in these situations.

If the return was due to a mistake made by WeLoveMochi or a carrier acting on our behalf, we’ll refund the shipping fee and no restocking fee will be charged.

Damaged or Incorrect Items

WeLoveMochi complies with all warranty obligations under the Australian Consumer Law.

If your order arrives damaged, faulty, or if you’ve received the wrong item, please get in touch with us straight away so we can assess the issue and sort it out for you.

Please note: We’re unable to accept warranty returns for products that have been damaged through use, unless a clear manufacturing fault can be identified. In such cases, the item will be forwarded to the manufacturer for assessment before a return or replacement is approved.

Change of Mind

Please choose carefully when placing your order, as we do not accept change of mind returns.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible. Orders cannot be cancelled or refunded once dispatched from our warehouse.

Credit card processing fees are non-refundable in the event of cancellation.