Refund policy

Return Policy

We have a 14-day return policy, meaning you have 14 days from the date of receiving your order to request a return.

The item must be in the same condition in which you received it: unused, with tags attached, and in its original packaging to be eligible for a return. You will also need the receipt or proof of purchase.

To initiate a return, please contact us at orders@mouchi.es Returns must be sent to the following address:

PONTEXTIL GLOBAL SL
C/ Benito Corbal, 14 - 8D
36001 Pontevedra, Spain

Spain / Portugal: If the return is accepted, we will send you a return shipping label along with instructions on how and where to send the package. Items returned without prior authorization will not be accepted. The cost of the return (€4.50 for Spain and Portugal) will be deducted from the refund amount.

Rest of Europe: International customers are responsible for the return shipping and any associated costs. Original shipping costs are non-refundable. For international returns, we recommend using a tracked shipping service to ensure that the package arrives safely.

For any questions regarding returns, please contact us at orders@mouchi.es.

Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can assess the issue and resolve it.

Exceptions / Non-returnable Items
Certain types of items cannot be returned, such as made-to-order products (custom orders or personalized items) and personal care items (e.g., beauty products). If you have any questions about a specific item, please contact us.

Unfortunately, we cannot accept returns of gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

EU 14-Day Reflection Period
Notwithstanding the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days for any reason, without giving any justification. As with the previous policy, the item must be in the same condition in which you received it: unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.

Refunds
We will notify you once we have received and inspected your return, and inform you whether your refund has been approved. If approved, your refund will be automatically processed to your original method of payment (less the return shipping costs) within 10 business days. Please note that your bank or credit card company may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at orders@mouchi.es.