1. Product Categories
Mochi XP sells adult intimate products.
Products on our site may fall into one of the following categories:
In Stock Products
These items are clearly marked as In Stock on the product page and are ready for dispatch from available inventory.
Made-to-Order Products
Unless a product is clearly marked In Stock, it should be treated as Made to Order. These items are prepared, produced, or allocated specifically after your order is placed.
Personalised or Custom-Configured Products
Some products, including certain sex dolls, may be built or configured to the customer’s chosen specifications. These are treated as personalised goods.
2. Hygiene and Return Eligibility
Because our products are intimate and hygiene-sensitive items, return eligibility is strictly limited.
A product is only eligible for an authorised return if it is:
- unused
- sealed
- in its original complete packaging
- in resalable condition
We do not accept returns of products that have been opened, unsealed, used, washed, altered, or handled beyond what is necessary to inspect the outer packaging, except where required by mandatory applicable law.
This hygiene rule exists to protect customer safety, product integrity, and the assurance that every item received is new and unopened.
3. Order Cancellation
You may request cancellation within 24 hours of the order timestamp shown in your confirmation email.
If cancellation is approved within that 24-hour period, a 10% processing fee will apply to cover non-refundable payment processing and order handling costs.
After 24 hours, the order becomes final and cannot be cancelled, modified, or refunded, except where mandatory applicable law requires otherwise.
For personalised or custom-configured products, including applicable sex doll orders, cancellation is no longer possible once production or custom configuration has begun.
To request cancellation, contact us at hello@mochixp.com with your order number and a clear statement that you wish to cancel the order.
4. Sealed Intimate Products and EU Consumer Rights
If you are a consumer located in the European Union, you may have mandatory statutory rights under applicable consumer law.
However, the right of withdrawal may not apply, or may be lost, for:
- sealed goods not suitable for return for health protection or hygiene reasons once unsealed after delivery
- goods made to the consumer’s specifications or clearly personalised
Nothing in this policy limits any consumer rights that cannot legally be excluded under applicable law.
5. Returns of Eligible Sealed, Unused Products
Where a return is permitted under applicable law, we will only accept a return if the product remains:
- sealed
- unused
- complete
- in original packaging
- in resalable condition
For any authorised non-defective return:
- the customer must contact us first for written return instructions
- the customer bears the direct cost of return shipping
- we may refuse returns sent without prior approval
- we may reduce the refund where permitted by law if the returned goods show signs of handling beyond what is necessary to inspect them
Do not send any product back without our prior written approval.
6. Damaged, Defective, or Incorrect Items
Please inspect your parcel promptly upon delivery.
If your item arrives damaged, defective, missing parts, or materially different from what you ordered, you must contact us within 48 hours of delivery at hello@mochixp.com and include:
- your order number
- clear photos of the outer packaging
- clear photos or video of the issue
- the shipping label
- unboxing evidence where available
This prompt-notification requirement helps us distinguish delivery damage, packing issues, workshop defects, and post-delivery damage.
If a genuine issue is confirmed, we may offer, depending on the circumstances and as required by applicable law:
- replacement
- replacement parts
- partial refund
- full refund upon authorised return
7. What Is Not Considered a Defect
The following are not considered defects or valid refund grounds by themselves:
- buyer remorse
- preference changes after delivery
- colour tone differences caused by screen display
- minor measurement tolerances
- small hand-finished texture variations
- customs delay
- courier delay outside our control
- refusal to provide customs information when requested
- failed delivery caused by incorrect or incomplete address provided by the customer
- missed delivery attempts
8. Exclusions for Misuse and Wear
Nothing in this policy covers damage caused by:
- misuse
- improper cleaning
- incompatible lubricants or cleaning agents
- accidental damage
- poor storage conditions
- heat exposure
- excessive force
- unauthorised modification
- normal wear and tear
Mandatory statutory rights for defective or non-conforming goods remain unaffected where applicable, but those rights do not extend to damage caused by the situations listed above. EU law requires sellers to be responsible for lack of conformity existing at delivery that becomes apparent within two years, but that is not the same thing as covering wear, misuse, or damage caused during ownership.
9. Wrong Address, Refused Delivery, and Returned Parcels
Please check your shipping details carefully before checkout.
If a parcel is returned because of:
- an incorrect or incomplete address
- refusal of delivery
- missed delivery attempts
- failure to complete customs requirements
- failure to provide required import documents
then any reshipment, return freight, customs charges, storage charges, or related costs are the customer’s responsibility.
If a refund is approved in such a case, we may deduct any non-recoverable shipping, customs, handling, storage, or return-related costs to the extent permitted by applicable law.
10. Refund Timing
Approved refunds are issued to the original payment method.
Once approved, refunds are usually processed within 5 to 10 business days, although the exact posting time depends on your bank, card issuer, or payment provider.
11. Contact
For cancellations, returns, delivery issues, or product claims, contact:
Quick Summary
Made-to-order adult products • In-stock items marked clearly • No returns for opened or unsealed intimate items • 24-hour cancellation window with 10% processing fee • Customer pays return shipping for authorised non-defective returns • Personalised sex doll orders cannot be cancelled once custom work begins • Report delivery damage or defects within 48 hours
