Refunds & Returns

Last updated: 2026-09-15

1. Before we purchase (cancellation)

You may cancel at any time before we place the order with the seller. The item price and the domestic shipping fee are refunded in full. Nothing is charged.

2. After we purchase

Chinese marketplace sellers vary widely in their return policies.

• If the seller accepts a return, we send the item back within China. Return shipping inside China and any seller charge are deducted from your refund.
• If the seller refuses a return or the return window has closed, the item can only be shipped to you (or stored in the warehouse).
• Refunds are issued to the original payment method. Depending on the provider, this takes 3–10 business days.

3. When the item is not as described

If the item received is materially different from the product page (wrong model, wrong colour, missing accessories), tell us within 48 hours of receiving the QC photos. We will contact the seller and, where the seller is at fault, arrange a return, an exchange, or a refund of the item price.

Report such problems before the parcel is dispatched internationally. Once the item has left China, returning it is usually uneconomic.

4. Weight and freight adjustments

• Freight is quoted on estimated weight. If the actual chargeable weight is lower, we refund the difference.
• If it is higher, we ask you to pay the supplement before dispatch. You may also choose to remove packaging or discard items to reduce the chargeable weight instead.
• Any over-collected amount is refunded to your original payment method or credited with your agreement.

5. Non-refundable items

• Freight already paid to the carrier (once the parcel is in transit).
• Value-added services already performed (repacking, protective packaging, power-on testing, extra photos).
• Storage extension fees already consumed.
• Insurance premiums.
• Items seized by customs because they are prohibited or restricted.

6. What we cannot refund

• Loss or damage where you declined protective packaging for a fragile item.
• Delay caused by customs, carriers, strikes, force majeure or public holidays.
• Loss caused by information you supplied incorrectly.

7. How to file a claim

Email hello@mochibuy.com with your order reference and photographs. We acknowledge within 1 business day and aim to resolve within 10 business days. Claims for damage or loss must be filed within 7 days of delivery, or within 30 days of the last tracking update for a parcel that never arrives.

8. Chargebacks

Please contact us before opening a chargeback — we can almost always resolve it faster. Chargebacks opened without contacting us may result in the account being blocked pending investigation.