Refund policy
Every Mochi Master sweater is knitted to one person's measurements after they order it. That shapes what we can promise, so here it is plainly.
Custom pieces are not returnable
Because each sweater is made to your measurements, color and details, it cannot be sold to anyone else. We do not accept returns, size exchanges or refunds for a change of mind.
What you get instead
- One free fit adjustment within 30 days of delivery. If the fit is off, we re-knit or re-size it once and charge nothing for the work. Postage is not included in that promise: you cover the cost of sending the sweater to us, and we cover the cost of sending the corrected one back. After the first adjustment, further changes are charged at the cost of the work plus postage.
- Ten years of repairs. Holes, seams, cuffs, elbows — send it back any time in the ten years after delivery and we repair it. Wear-and-tear repairs are charged at postage only; faults in our workmanship are free.
- A remake at our cost if it arrives damaged, or not as the measurements we confirmed with you in writing.
What counts as a fit problem we will fix
- Chest, sleeve or body length off from the numbers we confirmed with you
- A fit that differs from the pattern we agreed
- A color that does not match the shade you ordered
- A defect in the knit, the finishing or the seams
How to start an adjustment or a repair
Message us through the contact form with your order number and, where you can, a photo of the sweater being worn. We reply with the next step, usually within a few hours. Keep the original sweater until the replacement arrives so we can compare patterns.
Cancellation
You can cancel for a full refund any time before the yarn is cut — normally the first 24 hours after ordering. Once knitting starts we cannot cancel, because the yarn has been dyed and the pattern drafted to you. The free adjustment still applies once it arrives.
Made to order, not off the rack
A standard 14- or 30-day return window assumes a garment can go back on a shelf. Ours cannot. So instead of a return window you get something that is actually useful for a made-to-measure sweater: a fit that gets corrected, free, and ten years of repairs.
Your statutory rights
Nothing in this policy reduces rights you have under consumer law that cannot be excluded — for example, your right to a remedy if an item is faulty, not as described, or not made with reasonable care. Every sweater is cut to your own specifications, which is why we state the no-returns position up front on every product page and at checkout.
Duties and import taxes
Duties and import taxes are not prepaid. If customs or the carrier charges them on delivery, that amount is payable by you. We declare every parcel accurately and cannot alter the declared value.