Returns & Refunds Policy

Thank you for shopping with Mochilumi. We hope you love your order, but if something is not right, we are here to help.

Change of Mind Returns

If you are shopping from the United Kingdom, you have the right to notify us that you wish to cancel or return your order within 14 days of receiving your item.

After notifying us, you then have 14 days to return the item.

To start a return, please contact us at:

Please include:

• Your order number
• Your full name
• The item you would like to return
• The reason for your return, if you wish to provide one

Return Conditions

To be eligible for a return, the item should be:

• Unused
• In its original condition
• In its original packaging where possible
• Returned with all included accessories, charging cables, manuals or packaging inserts where applicable

We may refuse or reduce a refund if the item has been used, damaged, altered, or handled beyond what is necessary to inspect it.

Return Address

Our return address may be located outside the United Kingdom, depending on the fulfilment warehouse used for your order.

The return warehouse may be located in countries such as China, Germany or another fulfilment location.

Please do not send your item back before contacting us.

Once your return request is approved, we will provide the correct return address.

Return Shipping Costs

For change of mind returns, the customer is responsible for return shipping costs unless stated otherwise.

We recommend using a tracked shipping service, as we cannot guarantee that we will receive your returned item.

Original shipping fees may not be refundable unless required by applicable consumer law.

Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery at:

Please include:

• Your order number
• A clear photo or video of the issue
• A photo of the packaging, if relevant
• A short explanation of what happened

If the issue is confirmed, we will offer you either:

• A free replacement, or
• A refund

You may choose the option that works best for you.

If a return is required for a damaged, faulty or incorrect item, we will provide further instructions.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed back to your original payment method.

Please allow time for your bank, card provider or payment service to process the refund.

Order Cancellations

If you want to cancel an order, please contact us as soon as possible at:

If your order has not yet been processed or dispatched, we will do our best to cancel it.

If your order has already been processed or shipped, you may need to wait until the item is delivered and then request a return.

Non-Returnable Items

Certain items may not be eligible for return, including:

• Items that have been used or damaged by the customer
• Items returned without original accessories or key parts
• Items not returned within the required return period
• Gift cards, if offered in the future
• Personalised or customised items, if offered in the future

This does not affect your statutory rights for faulty or misdescribed goods.

Exchanges

We do not currently offer direct exchanges for change of mind returns.

If you would like a different item, you can return the original item and place a new order.

For damaged, faulty or incorrect items, we may offer a free replacement.