Refund policy

Returning your order
You can cancel or return your order yourself from your order page, which you reach through the link in your order confirmation email. You don't need an account, and you don't need to email us first. The button there reads "Cancel items" before your order ships and "Return items" once it has. If your order is part shipped, it reads "Cancel or return".
Using it tells us you wish to withdraw from the contract, and that's all you need to do to exercise your 14-day right. It reaches us straight away. Orders move into processing quickly, so we often can't catch one in time to stop it, even if you cancel soon after ordering. We'll stop it if we can. If we can't, it becomes a return once it reaches you, and we'll send you the return address. Your refund is the same either way.
If you'd prefer, or if anything isn't covered by that flow, email help@momijihq.com.
Please don't refuse or reject the delivery. Rejected parcels travel back slowly and are more likely to be lost or damaged. Use the button or email us instead, and return the Momiji items to the address we give you.
We never want Momiji goodies to be in a home where they're not loved, so we're always happy to welcome them back. Please return your Momiji items with the paperwork from your parcel, and keep a copy or photo for your records.

Change-of-mind returns (UK & EU statutory rights)
You have 14 days to cancel without giving a reason. The 14 days run from the day you, or someone you nominate, receive your order. If it arrives in separate parts, from the day you receive the last item. If the last day falls on a weekend or public holiday, it extends to the next working day.
If you cancel within this period, we'll refund:
● the cost of the Momiji items
● the standard outbound delivery charge
Return postage is the customer's responsibility unless the item is faulty. If you chose an upgraded delivery service (e.g., express), we refund only the standard delivery rate. We'll refund within 14 days of receiving the Momiji items back, or of proof you've sent them, whichever is sooner, to your original payment method.

Sealed boxes and blind box series
Many of our Momiji items come in sealed gift boxes, and some series are sold as blind boxes, where the character inside is a surprise. That sealed surprise is part of what you're buying.
You can cancel and return a sealed box unopened within your 14-day cooling-off period for a full refund. Because the packaging is glued and can't be resealed, once a box has been opened it can no longer be sold as new, so for opened boxes we reduce the refund to reflect the loss in resale value. Any estimated refund shown when you start a return is confirmed once we've received and checked the item.

Faulty, damaged or incorrect items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible with photos. In these cases, we'll refund:
● the cost of the Momiji items
● the outbound delivery charge
● the return postage cost
Refunds are made to your original payment method.