Returns Policy

LET’S WORK IT OUT

At Mochi-Bun land, your happiness with your new cuddly friend is most important to us! Though we constantly work to ensure every one of our customers loves their purchase, we understand that things might not always go smoothly.

So if you weren’t content with your order, we’d love the chance to make things right. We’ve laid out our easy, step-by-step Returns process below.

Alternatively, if you have any questions/feedback, you can use our Contact Us form to let us know what the issue is. We always appreciate the input from our valued customers!

OUR RETURNS PROCESS

1. Return Eligibility

(A) We offer a 14-day return window from the date of delivery for eligible items.

(B) Returns, refunds, and/or replacements are accepted for the following reasons:

Incorrect item received
Missing item from order
Item has manufacturing defect or design flaw
Item arrived damaged
Packaging and item both damaged

(We’re really sorry if these have happened — we know it’s frustrating and we’ll work to make it right!)

Change of mind reasons
Accidental orders or order errors
Items damaged due to misuse, neglect, or failure to follow care instructions
Final Sale or Clearance items with specific defects disclosed before purchase
Custom or Special orders that are as described and in good condition

(Thank you for your understanding!)

(D) For incorrect items received, the returned item should be unopened, unused, fully intact, and in original condition. It should have, where applicable but not limited to:

The original vacuum-sealed packaging intact
All original tags attached
All included post-purchase cards, gifts, or extras

(E) For damaged/defective items, we will assess whether the issue is classified as major or minor, then offer an appropriate solution. We will either:

Send you a replacement free of charge, or
Offer a full or partial refund.
Each solution depends on the nature and extent of the issue.

2. Requesting a Return

To start the Return process, please complete the form below. Our team will review your request and get back to you within approximately 3–5 business days.

3. Return Shipping

If your return is approved, we will email you a prepaid return shipping label. You do not need to pay for any extra shipping costs or label.

Next, it’s time to repack your items. You can turn our mailer bag inside out and reuse it, making sure the old shipping label can’t be seen.

Please ensure all items are in their original condition, and all original tags, cards, and gifts are included. Please also tape up the mailer bag securely and adequately to prevent damage during transit.

Then, simply return your package in one of two easy ways:

Option 1 (Needs printer):

Print the return label we emailed you and tape it onto the mailer bag securely.
Drop the package off at any one of the 5,000+ Australia Post offices or 24/7 Parcel Lockers [↗] near you.
*Important: Our products are too large to be accepted at AusPost’s Street Posting Boxes — please use a Post Office or Parcel Locker.

Option 2 (Printer-less):

Head to your nearest Australia Post office [↗] and present the QR code we emailed you to someone at the counter.
The staff will print and attach the return label for you — for free — and ship it back to us. Too easy!

4. Getting Your Refund/Replacement

Once we have received and inspected your returned item, we will process your refund or ship a replacement within approximately 3–5 business days.

For refunds, should the returned item appear damaged or different from its original condition in any way, we reserve the right to issue a partial refund accordingly.

Approved refunds will be sent back to your original payment method. You’ll receive an email confirmation when the refund has been issued from our end.

Please note that banks and financial institutions may take an additional 3–10 business days to process the funds and have them appear in your account.

Lastly, if you have any questions or want to follow up on your return, please don’t hesitate to contact us online or email us at chat@mochibunpillows.com with your order details. We’re here to help.

ONWARDS AND UPWARDS

Thank you so much again for shopping with us — we’re really grateful for your support, patience and understanding as part of the Mochi-Bun fam!

We hope that you’ll give our Mochi-Buns another look in future as we continue to serve up more kawaii pet pillows for your hugging delight ♥