Refund policy
1. Right of withdrawal
In principle, you have 14 days from the receipt of your order to request a return.
To make a request, contact us at:
contact@mochiscreen.com
Please include:
- your order number;
- your name;
- the product concerned;
- the reason for your request.
2. Return conditions
Products must be returned in their original condition. If a screen protector has been installed, used, or damaged beyond what is necessary to check its nature and compatibility, a depreciation may be applied to the refund.
Screen protectors that have already been installed, scratched, broken, are incomplete, or returned without their original packaging may not be accepted.
3. Return shipping costs
Return shipping costs are borne by the customer, except in the event of an error on our part or a defective product received.
We recommend using a shipping method with tracking, as MochiScreen cannot be held responsible for a return package lost by the carrier.
4. Defective product or order error
If you have received a damaged, defective, or incorrect product, contact us promptly with:
- your order number;
- a photo of the product received;
- a photo of the packaging if necessary;
- a description of the problem.
After verification, we may offer a replacement, a refund, or another suitable solution.
5. Refund
Once the return has been received and inspected, we will inform you whether the refund has been accepted or rejected.
If the refund is accepted, it will be issued via the payment method used at the time of the order.
The time it takes for the refund to appear may vary depending on your bank or payment provider.
6. Non-refundable products
Products that have been used, installed, damaged by the customer, or returned incomplete cannot be refunded.
The initial shipping costs may not be refunded, except in the event of an error on our part or a defective product.
7. Contact
For any return or refund request, contact us at:
contact@mochiscreen.com