Return & Refund
Return & Refund Policy for Optimum
1. Return Eligibility
At Mocha All Day, we want you to be fully satisfied with your purchases. If you are not completely happy with your product(s), you may request a return under the following conditions:
- The item must be unused, in its original packaging, and in the same condition that you received it.
- Returns must be initiated within 30 days of receiving your order.
- Proof of purchase (order confirmation or receipt) is required.
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2. Non-Returnable Items
The following items are non-returnable for hygiene and safety reasons:
- Products that have been used or show signs of wear.
- Items not in their original condition, damaged, or missing parts not due to our error.
- Products purchased on clearance or marked as *final sale*.
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3. Return Process
To initiate a return:
1. Contact Us: Email our customer support at customersupport@mochaallday.com with your order number, reason for the return, and any relevant photos if applicable.
2. Return Approval: Once your return request is approved, we will provide you with return instructions and the address for sending the product back.
3. Shipping the Item: Customers are responsible for the return shipping costs. We recommend using a trackable shipping service to ensure your return reaches us safely.
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4. Refunds
Once we receive and inspect your returned item, we will notify you of the status of your refund.
- Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.
- Partial Refunds: In certain cases, partial refunds may be granted (e.g., items returned not in original condition or missing parts).
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5. Late or Missing Refunds
If you haven’t received your refund:
1. Check Your Bank: First, check your bank account again, as it may take some time before your refund is officially posted.
2. Contact Your Bank: There is often some processing time before a refund is posted.
3. Still No Refund? If you’ve done all of this and still haven’t received your refund, please contact us at customersupport@mochaallday.com.
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6. Exchanges
We only replace items if they are defective or damaged. If you need to exchange your item for the same product, contact us at customersupport@mochaallday.com with proof of the defect or damage.
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7. Damaged or Defective Products
If your MAD products arrives damaged or defective, please notify us within 7 days of receiving your item. Provide photos of the damage, and we will arrange for a replacement or refund.
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8. Order Cancellations
You may cancel your order within 24 hours of placing it for a full refund. After this period, the order will be processed, and we won’t be able to cancel it. However, you may return the product once it arrives.
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9. Return Shipping Address
For returns, please send your product to the address provided in your return approval email. Do not send your purchase back to the manufacturer in China, as we will not be able to process the return.
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10. Contact Us
If you have any questions regarding our return and refund policy, please contact us:
Mocha All Day Customer Support
Email: customersupport@mochaallday.com
