Refund policy

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 mochi.makes.shop@gmail.com 
• 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

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 mochi.makes.shop@gmail.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.