Mochara is 100% committed to our customer’s satisfaction, we hope that you will love your purchase, however, if you do wish to return or exchange items, we will be happy to help you do so:
How To Return
1. Please email email@example.com informing us that you wish to return/exchange your order so that we can ensure the item you would like is in stock. We will let you know if the required items are in stock and email you a returns form.
2. Fill in the returns/exchange form. In line with our environment policy we will not include a copy with every order to save paper waste. Please email us on firstname.lastname@example.org and we will email one over to you to print.
3. Send the item(s) back to us using the label on the return form. Please ensure that you use suitable packaging as any items that arrive back damaged may not be accepted.
Items should be returned to us at: Mochara Equestrian, The Studio, Hundred End, Fairwarp, East Sussex TN22 3BY, UK.
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. Please ensure that you obtain a proof or purchase and if you are returning items over £50 you should consider using a trackable shipping service or purchasing shipping insurance. Your items remain your responsibility until they arrive back to us. Mochara will not be responsible for any customs or import duties for returns and exchanges.
Our policy lasts 28 days. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging, with all the original tags attached. All items must be unmarked by make-up and/or animal hair, unworn and unwashed.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 28 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Only regular priced items may be refunded, unfortunately sale items cannot be refunded unless faulty, we will be happy to offer you an exchange on any item.
Any exchanges will be processed within 14 working days of receipt of item. Shipping for a first exchange will be free of charge, any subsequent exchanges for the same items will be charged at the standard shipping fee.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Mochara endeavours to manufacture and sell products of the highest quality, however occasionally there may be a manufacturing defect due to the technical nature of some of the products.
If you believe that your purchase if faulty please email us at firstname.lastname@example.org with details of the issue, should there be a genuine defect we will refund or exchange the product.
We cannot refund or replace items that have not been used and washed in accordance with our instructions. Items that have been purchased over 6 months ago cannot be refunded or replaced as this is deemed fair wear and tear.
We are unable to offer any refunds on personalised items unless they are faulty. Please ensure when ordering that you double check your order thoroughly. We are happy to assist or advise on font styles, colours etc.