Refund policy


Heads up — most of what we make is handmade to order, just for you (and your dog). So before you shop, here's what you need to know.

🐾 Handmade & Custom Items — Please Read First

Each handmade piece starts from scratch the moment you place your order. Because of that:

  • Custom or personalized items can't be returned or exchanged — they were literally made for your dog, and your dog only.
  • Flawed or damaged? Contact us within 14 days of receiving your order and we'll offer a full refund or free remake. No fuss. This doesn't affect your statutory rights.
  • Sizing issues? If we made your item based on the measurements you provided and it doesn't fit, we're sorry — but we can only take responsibility if we got the measurements wrong on our end. If the measurements provided were incorrect, we won't be able to offer a free remake. Either way, reach out to us — we never want you to walk away disappointed. And whenever there's a re-order involved, we'll always include a little handmade surprise to say thank you for sticking with us. 🐾
  • Changed your mind or don't like the material? Unfortunately we can't accept returns for these reasons on handmade items — each piece is made specifically for your order.
  • Cancellations are welcome within 24 hours of ordering. After that, we've probably already started making it.

By purchasing a custom handmade item, you acknowledge that it is made to order and exempt from standard change-of-mind return rights. Not sure if your item is handmade? Check the product page or just ask us — we don't bite.

General Return Policy

If we ever add ready-made (non-handmade) items to the shop, those will come with a 30-day return window from the date you receive your order. Items must be unused, unworn, with tags, and in their original packaging, and you'll need your receipt or proof of purchase.

To kick off a return, email us at customerservice@mochaipaws.com and we'll confirm the return address with you directly. Please don't send anything back without contacting us first — we won't be able to process it.

If your return is accepted, we'll send you instructions on how and where to send your package. If something's defective or we shipped the wrong item, we'll cover the return postage. For eligible change-of-mind returns, return shipping is on the customer.

Things we can't take back:

  • Custom or personalized products
  • Anything your pet has already used or worn
  • Clearance or discounted ready-made items and gift cards (unless defective)

Something Arrived Damaged or Wrong?

Oh no. Please inspect your order as soon as it arrives. If something's defective, damaged, or just not what you ordered, contact us at customerservice@mochaipaws.com as soon as you notice — we'll make it right.

Exchanges

The easiest way to exchange an item is to return the original, and once it's accepted, place a new order for what you'd like instead.

For handmade pieces, there's no need to send the original back. Each one is made for a single dog and can't be resold, so we'd rather see it stay useful — keep it as a spare, or pass it along to a dog who could use it.

And here's the thing — whether the mix-up was on our end or yours, whenever there's a re-order involved, we'll always tuck in a little handmade surprise. No conditions, no fine print. Just our way of saying thank you for trusting us and sticking around. That means a lot to a small brand like ours. 🐾

European Union
We've temporarily paused shipping to the EU while we complete our EU compliance registration. Once we're shipping again, EU customers will have the right to cancel or return within 14 days for any reason — with the standard exception for personalised and made-to-order pieces (EU Directive 2011/83/EU, Art. 16(c)).

Important: This cooling off period applies to stocked, non-customised products only. Handmade and custom items are explicitly exempt under EU Directive 2011/83/EU, Art. 16(c) — this includes all made-to-order pieces, personalised products, and any item listed as handmade on our store. If you're unsure whether your item qualifies, please contact us before purchasing.

For eligible items, they must be unused, unworn, with tags and original packaging, and you'll need proof of purchase.

Refunds

Once we receive and inspect your return, we'll email you to let you know if it's approved. If it is, your refund will be back on your original payment method within 10 business days. Banks sometimes take a little extra time to process — totally normal. If it's been more than 15 business days since we approved your refund and you still haven't seen it, drop us a line at customerservice@mochaipaws.com.

Please note: duties and taxes paid at checkout for DDP shipments are non-refundable, as they're remitted to the destination country's customs authority on your behalf.

Questions? Just ask.

We're real humans who actually read our emails. Reach us at customerservice@mochaipaws.com and we'll get back to you within 48 hours. 🐶