General Refunds & Returns Policy
- We do not offer refunds on any digital products except for technical errors in the design file itself (please see details below)
- Returns are not accepted on any physical product unless customer can submit proof the product arrived defective and or damaged in a way that is not reasonably related to handling during shipping.
- If you wish to file a return or refund, please contact us directly at firstname.lastname@example.org
- include your order number for reference
- provide picture proof of the alleged defect
- we will reply to your email within 5 business days with a decision on your return or refund inquiry
We Do Not Collect Duties/Tariffs/VAT in the UK & EU On Behalf of Customers
All import fees of any variety (duties, tariffs, VAT, etc) are the sole responsibility of the purchaser. Mochi Makes does not collect any of these fees on behalf of the purchaser, nor do we report them to the appropriate government body. Please be aware that after your item has shipped and entered your country, you may be charged the applicable fees before it will be delivered to you. Refusing to pay these fees does not constitute a lost or stolen package. We do not offer refunds or returns on items where you refused to pay the appropriate fees. Please always contact your country's local post office for more information.
Refunds on Digital Products
I do not offer refunds on any digital products unless there is a significant issue with the stitch-out that is obviously from the design file itself. In which case, the customer MUST provide photo evidence of the stitch-out error and then will be refunded 50% of the total purchase cost at my personal discretion. Most issues with stitch-out are the result of poor stabilizer skills, poor material selection, and machine operator error. I do not and can not control your skill level or experience nor do I provide technical support for my designs. Please always check that you are properly hooping the right material with the right stabilizer before embroidering!
Refunds or Replacements on Made-To-Order Items
I do not offer refunds or replacements on Made-to-Order items unless they were shipped via Tracked shipping and the item did not arrive. As tracked shipping comes with insurance up to a certain dollar amount, once I receive my reimbursement from my country's postal office for the missing merchandise I will pass that refund on to you. No refunds are given on untracked items. Please consider purchasing tracked shipping as tracked packages are less likely to be lost or stolen! I also do NOT offer any refunds due to porch pirates- please always ship your items to a secure location.
Refunds or Replacements on Pre-Order items (eg: MFS Medallions)
Special pre-order items are not eligible for refunds or replacements due to the fact that since I make everything by hand, I do not order extra materials or make extra pre-order products to cover any lost or stolen packages. Please purchase at your own risk and consider purchasing tracked shipping AND shipping only to a secure location.
If you believe that your circumstances are truly extraordinary, please message me at email@example.com and NOT my Etsy page. If you message me through Etsy for an order placed here I will simply redirect you to email me directly.
Must Read for Digital Products
You are purchasing digital file not the patch or final product. You will need the embroidery machine to use the files you purchased.
All embroidery designs in Mochi Makes etsy shop are made by Mochi Makes and are protected by copyright.
*You MAY embroider design on finished item and use it for PERSONAL or unlimited COMMERCIAL use.
*You MAY NOT sell, share, trade, give away design files after purchase.
*You MAY NOT sell design files even if they are altered (resized, combined or changed in any other way).
*You MAY NOT claim design files or any other part of this purchase or listing (including listing photos) as your own.
As Shopify allows only five file upload you will receive for download an archived file in ZIP format. Please use any free archive software as WINZIP, WINRAR or 7 -ZIP to get to the design files included. Instructions on how to open archived ZIP file are included in purchase. I do no provide technical support for zipped files or computer to machine transfer.
If you have any questions, please message me. If there is a particular hoop size you want, or want a design as as an applique instead please message me! I am happy to work with you after you have purchased the initial file package.