Refund policy
Returns Policy
At Snow Mochi Lab, we want you to be delighted with your purchase. If you're not completely satisfied, we're here to help.
Returns for Online Orders
If you change your mind about your purchase, you may cancel your order within 14 days from the day after you receive your goods.
To request a return, please contact us within this 14-day period. Please do not send items back without contacting us first, as we will provide you with the return instructions.
Once you have notified us, you have a further 14 days to return the item(s).
To be eligible for a refund, returned items must:
- Be unused and in their original condition
- Include all original packaging, tags and accessories
- Be securely packaged for safe return
- Be suitable for resale
Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning the goods. We recommend using a tracked postal service, as returned items remain your responsibility until they are safely received by us.
Refunds
Once we receive and inspect your returned item(s), we will notify you of the outcome.
Approved refunds will be issued to your original payment method within 14 days of receiving the returned goods, or of you providing proof that you've sent the item back, whichever is earlier.
If your order originally qualified for free shipping, but returning item(s) reduces the remaining order value below the free shipping threshold, we reserve the right to deduct the applicable standard delivery charge from your refund.
Where applicable, we will refund the original standard delivery charge paid with your order. If you selected an express or premium delivery service, only the cost of our standard delivery service will be refunded.
Please note that customs duties, import taxes, and any fees charged by third parties cannot be refunded. Gift wrapping and other optional services are also non-refundable.
Condition of Returned Items
Returned items must be in a resaleable condition.
If an item has been handled beyond what is necessary to inspect it, or shows signs of use, damage, missing parts, or missing packaging, we may reduce the refund to reflect any loss in value or decline the return where appropriate.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, or you receive the wrong item, please contact us as soon as possible.
Please include:
- Your order number
- A brief description of the issue
- Clear photographs of the item and its packaging, where applicable
We will work with you to resolve the issue as quickly as possible. Where appropriate, we will offer a replacement, exchange, or refund and will cover reasonable return postage costs for faulty or incorrect items.