Return & Refund Policy

At Mochilo, every product is made specially for you after an order is placed. As a Print-on-Demand brand, we do not maintain ready stock, which means returns and refunds are handled differently from traditional retail stores.

Replacement Eligibility

We offer a replacement if you receive:

A damaged product
An incorrect product
A product with a printing defect
A wrong size sent by us

In such cases, we will review the issue and arrange a replacement at no additional cost.

Non-Eligible Cases

We are unable to offer returns, refunds, or exchanges for:

Wrong size ordered by the customer
Minor color variations caused by different screen settings
Change of mind after placing the order
Used, washed, or altered products
Requests made after the reporting period

Please refer to the size chart carefully before placing your order.

Reporting an Issue

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

Your request should include:

Order number
Clear photos of the product
An unboxing video or additional images showing the issue, if available

This information helps us verify the problem and process your request quickly.

Verification and Replacement Process

Once we receive and review the details provided, our team will verify the issue. If the claim is approved, a replacement product will be shipped to you.

Please note that refunds are generally not provided for Print-on-Demand products. Approved cases are typically resolved through replacement of the affected item.