Refund & Return Policy

Last Updated: August 8, 2026

1. Overview

At mochaven.com, we want you to be satisfied with your purchase. This policy outlines your rights and our procedures for returns and refunds.

2. Return Periods

2.1 European Union Customers — 14-Day Right of Withdrawal

Under EU consumer law, you have the right to cancel your order within 14 days of receiving your product, without giving any reason. This applies to all EU member states.

2.2 United States Customers — 30-Day Return Policy

If you are located in the United States, you may return products within 30 days of delivery for a full refund.

2.3 Other Regions

For customers outside the EU and US, return requests must be made within 14 days of delivery.

3. Eligibility for Returns

To be eligible for a return, products must meet the following conditions:

Unused: Products must not have been assembled, displayed, or used
Original packaging: All items must be in their original, unopened packaging
Complete: All parts, accessories, instruction manuals, and documentation must be included
Proof of purchase: A valid order number is required

Non-returnable items:

Products with missing parts or damaged packaging due to customer handling
Custom or personalized items (unless defective)
Products on final sale or clearance (if marked as such)

4. Return Shipping Costs

4.1 Customer-Initiated Returns (Change of Mind)

If you are returning a product because you changed your mind or no longer want it:

You are responsible for return shipping costs
We recommend using a trackable shipping service
Original shipping costs are non-refundable

4.2 Defective or Incorrect Items

If you received a defective, damaged, or incorrect product:

We will cover all return shipping costs
We will provide a prepaid return label or reimburse shipping costs
We will send a replacement or issue a full refund (including original shipping)

4.3 Products Not as Described

If the product differs significantly from its description:

We will cover return shipping costs
Full refund including original shipping charges

5. Return Process

Step 1: Contact Us

Email us at support@mochaven.com with:

Your order number
Reason for return
Photos (if product is damaged or defective)

We will respond within 2 business days with return instructions.

Step 2: Ship the Product

Ship the product to our return address:

Guangzhou Lebingzhuang Trading Co., Ltd

Room D827, Building 15, No. 61 Dalingshan Road,

Tianhe District, Guangzhou City, Guangdong Province, China

Include your order number inside the package.

Step 3: Inspection and Refund

Once we receive and inspect the returned product:

We will notify you of approval or rejection
Approved refunds will be processed within 7-10 business days
Refunds are issued to the original payment method

6. Refund Details

6.1 Refund Amount

Full refund: Product price + original shipping (if applicable)
Partial refund: If the product shows signs of use or missing parts
No refund: If the product is returned after the return period or in unsaleable condition

6.2 Refund Method

Refunds are processed to your original payment method:

Credit/Debit cards: 5-10 business days after approval
PayPal: 3-5 business days after approval
PingPong: 5-7 business days after approval

6.3 Currency

Refunds are issued in the same currency as the original transaction (USD).

7. Exchanges

We do not offer direct exchanges. To get a different product:

Return your original item for a refund
Place a new order for the desired product

8. Damaged or Defective Products

If you receive a damaged or defective product:

Contact us within 7 days of delivery at support@mochaven.com
Provide photos showing the damage or defect
Keep all packaging until we provide instructions
We will arrange:
- A replacement shipment (at our cost), OR
- A full refund including all shipping costs

9. Cancellation Policy

9.1 Before Shipment

You may cancel your order at any time before it ships. Contact us immediately at support@mochaven.com.

9.2 After Shipment

Once your order has shipped, it cannot be cancelled. You must wait for delivery and then initiate a return.

10. Special Notes for International Customers

10.1 Customs Duties

Return shipping may be subject to customs procedures. You are responsible for providing accurate documentation to facilitate the return.

10.2 Shipping Delays

International return shipping may take longer due to customs processing. We cannot guarantee refund timelines for international returns.

10.3 Tracking

Always use a trackable shipping method for returns. We are not responsible for items lost in transit during return shipping.

11. Consumer Rights

This policy does not affect your statutory rights under applicable consumer protection laws. EU customers retain all rights under Directive 2011/83/EU and national implementing legislation.