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Refund Policy

At Mateuse & Mochi Crochet Co., we want you to be completely satisfied with your purchase. Each item is crafted with care and attention to detail. If for any reason you are not entirely happy, please review our policy below for returns, refunds, and exchanges.

Returns and Exchanges

  • Eligibility Window: You have 14 calendar days (including weekends and holidays) from the date you received your item to request a return or exchange. To be eligible for a return or exchange, your item must be unused, unwashed, in the same condition that you received it, and in its original packaging. 
     
  • Non-Returnable Items:
     
    • Custom or Personalized Orders​: Items that have been customized or personalized specifically for you cannot be returned or exchanged unless there is a defect or error on our part.
       
    • Sale Items: Only regular-priced items may be refunded; unfortunately, sale items cannot be returned or exchanged.
       
  • How to Initiate a Return/Exchange: To start a return or exchange, please contact us with your order number and a brief explanation of why you wish to return or exchange the item. We will provide you with instructions on how to proceed.
     
  • Damaged or Defective Items: If you receive a damaged or defective item, please contact us within 48 hours of delivery. Please include your order number and clear photos of the damage or defect. We will work with you to arrange a replacement or a full refund, and we will cover all shipping costs for returning the damaged/defective item and sending a replacement.
     
  • Shipping Costs for Returns
     
    • Customer Responsibility: You will be responsible for paying your own shipping costs for returning your item(s). If you receive a refund, the cost of return shipping will be deducted from your refund.
       
    • Exchanges: Depending on where you live, the time it may take for your exchanged product to reach you may vary. For exchanges, the customer is responsible for the shipping cost to send the item back to us, and Mateuse & Mochi Crochet Co. will cover the shipping cost to send the new item back to you. If you are returning an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.​​​
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Refunds

Once your return is received and inspected, we will email you to confirm receipt. We will also notify you of the approval or rejection of your refund. 

If approved, your refund will be processed, and a credit will be applied to your original payment method.

There are certain situations where only partial refunds are granted (if applicable):

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  • Any item not in its original condition, is damaged, or is missing parts for reasons not due to our error.

  • Any item that is returned more than 14 days after delivery.

  • If you haven't received a refund yet, first check your bank account again.

  • Then contact your credit card company; it may take some time before your refund is officially posted.

  • Next, contact your bank. There is often some processing time before a refund is posted.

  • If you have done all of this and still have not received your refund, please contact us at [email].

If you have any further questions about our refund policy, please do not hesitate to contact us at [email]!

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