Your satisfaction
is our priority.

1. Overview

At Mochello, we stand behind the quality of our AI companion products. If your Mochello product has a defect or malfunction, we’re here to help. This policy outlines the terms and conditions under which products purchased directly from mochello.com may be returned for a refund, exchange, or warranty service.

This Refund & Return Policy applies to all Mochello-branded hardware products, accessories, and bundles purchased through our official website. Products purchased through authorized third-party retailers are subject to the return policies of those retailers.

2. Return Eligibility

2.1 Standard Return Window

You may initiate a return within 7 calendar days from the date of delivery. The return window begins on the day the carrier marks the shipment as delivered. Returns are accepted only when the product has a verifiable defect or issue — please include photos, video, or a detailed description of the problem with your return request.

2.2 Eligible Items

• Products with a manufacturing defect, malfunction, or failure to operate as described.
• Products that arrived damaged or with missing components.
• Products with intact serial numbers and warranty seals (where applicable).
• Items purchased directly from mochello.com and shipped to addresses within the continental United States and Canada.

2.3 Non-Returnable Items

• Products returned without proof or evidence of a defect or issue.
• Products with broken tamper-evident seals on firmware or software components.
• Products that have been physically damaged by the customer, submerged in liquid, or subjected to unauthorized modifications or repairs.
• Personalized or custom-engraved products (e.g., engraved name plates, custom color configurations).
• Products marked as Final Sale, clearance, or open-box refurbished at the time of purchase.
• Digital content, downloadable software, or subscription services once activated or downloaded.
• Hygiene-sensitive components (e.g., silicone ear tips, fabric covers) once removed from sealed packaging.

3. How to Initiate a Return

Step 1: Submit a Return Request

Contact our support team at support@mochello.com or through your Mochello account dashboard. Please provide your order number, product name, a detailed description of the defect or issue, and supporting evidence (photos or video). We will respond within 1–2 business days with a Return Merchandise Authorization (RMA) number and a prepaid shipping label (if eligible).

Step 2: Package Your Return

Carefully repackage the product in its original packaging, including all accessories, cables, documentation, and any free gifts included with your order. Write the RMA number clearly on the outside of the shipping box (not on the product packaging itself).

Step 3: Ship the Package

Attach the provided prepaid shipping label and drop the package off at the designated carrier. Please retain the tracking number for your records. We recommend shipping within 7 days of receiving your RMA.

Step 4: Inspection & Refund

Once received, our quality team will inspect the returned item within 3–5 business days to verify the reported defect. If the defect is confirmed, your refund will be processed to the original payment method within 5–10 business days.

4. Refund Amounts & Conditions

• Defective / Damaged on Arrival: Full refund or free replacement, including all shipping costs. No restocking fee.
• Wrong Item Shipped: Full refund or correct replacement at no cost to you, including return shipping.
• Confirmed Manufacturing Defect (within 7 days): Full refund of the product price, including original shipping charges.
• Return After 7 Days: Not eligible for standard refund. Contact support for possible warranty service options.
• International Returns: Refund of product price; customer is responsible for return shipping and any customs duties.

4.1 Inspection Process

All returned products undergo a quality inspection to verify the reported defect. If no defect is found upon inspection, the product will be returned to the customer at their expense, or a restocking fee of up to 15% may apply.

4.2 Shipping Costs

• Returns due to product defects, shipping errors, or damage in transit: Mochello covers all shipping costs both ways.
• If the reported defect cannot be verified upon inspection: Original shipping fees are non-refundable, and return shipping costs may be deducted from any refund issued.
• International returns: The customer is responsible for return shipping costs and any applicable customs duties or import taxes.

5. Exchanges

If you would like to exchange a defective product for a replacement of the same model, please initiate a return following the steps above and place a new order. Once your return is received and the defect confirmed, the refund will be issued to your original payment method, which you can then use toward your new purchase.

Direct product-to-product exchanges are not available at this time. For price differences, the refund and new purchase will be processed separately.

6. Defective Products & Warranty Coverage

6.1 Dead on Arrival (DOA)

If your product is defective upon first use (fails to power on, has obvious manufacturing defects, or does not function as described), contact us within 14 days of delivery for an immediate replacement or full refund, including all shipping costs.

6.2 Manufacturer Warranty

All Mochello hardware products come with a 1-year limited manufacturer warranty covering defects in materials and workmanship under normal use. This warranty does not cover:

• Damage caused by accident, misuse, abuse, or neglect.
• Damage from unauthorized repairs or modifications.
• Normal wear and tear, including cosmetic scratches and battery degradation over time.
• Damage from exposure to liquids, extreme temperatures, or power surges.

For warranty claims outside the 7-day return window, please contact support@mochello.com with your order number and a description of the issue.

7. Order Cancellation

Orders that have not yet shipped may be cancelled for a full refund by contacting support@mochello.com. Once an order has been shipped, it cannot be cancelled but may be returned under the terms of this policy.

Pre-orders may be cancelled at any time before the product ships. Refunds for cancelled pre-orders will be processed within 5–10 business days.

8. Contact Us

If you have any questions about this Refund & Return Policy or need assistance with a return, please reach out to us:

• Email: support@mochello.com
• Phone: 1-800-MOCHELLO (1-800-662-4355)
• Hours: Monday–Friday, 9:00 AM – 6:00 PM EST
• Online: mochello.com/support

Mochello reserves the right to update or modify this policy at any time. Changes will be effective immediately upon posting. We encourage you to review this policy periodically.