Refunds and cancellations

Every purchase in Mochirix is a one-time purchase of named goods. There are no subscriptions to cancel and no random packs. A refund follows four rules:

• It reverses only the goods that order newly gave you.
• It never charges you again, and never creates a debt on another order.
• If you also own the same item through another valid purchase or gift, you keep it.
• Digital goods and tax are recorded as separate lines, so each can be refunded on its own.

Price or contents changed while paying

If a payment is confirmed after the quote it was made for no longer holds, you are shown the previous and updated contents, deductions and total. You accept the new quote, or the payment is refunded.

Personalized delivery is late

If the complete package cannot be delivered within 24 hours of payment, you choose: keep waiting, or cancel and get a full refund.

Personalized delivery fails

If production fails for good, a full refund of the order starts automatically. A partial package is never presented as a completed purchase.

A correction cannot be made

If the one included correction cannot be completed, the order follows the same failure and refund path.

A gift is already owned

If the recipient already owns part of a gift when claiming, it stays unclaimed. The recipient can decline it, and the payer can refund it. Replacement quotes are not available yet.

Refund actions are on the order page of the account that paid. For a gift, that is the payer’s account, not the recipient’s. You can also write to placeholder with the order reference.

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A basket only charges for the items in it you did not already own, and only grants those. Refunding it reverses exactly those items. The items it skipped, because you already had them, stay yours.

Refunding an earlier single purchase can make that item missing again, even if a later basket skipped it. Nothing is charged automatically to fill the gap. The skipped amount was never credit, a wallet or a debt.

Example

You own the first core item, bought alone for US$10, then buy a basket of all 24 core items and pay US$465, because the first item is deducted. Later the US$10 purchase is refunded. That item becomes missing; the basket’s other 23 items stay; nothing more is charged.

Collections and rewards

After a refund, your collection counter is recounted. If the refund removes the last valid source of an item a completed core set needs, the set’s free reward is suspended with an explanation. Completing the set again restores the same reward, without a second grant.

Gallery

A refunded item leaves your published gallery, or is shown as unavailable with a reason.

A gift refunded before it is claimed is revoked, and its claim link stops working. A gift refunded after it is claimed is removed from the recipient, whose collection is recounted; anything else the recipient owns is untouched. The payer’s refund and the recipient’s goods are reconciled together.

More on the gifts page.

If you dispute a payment with your bank or card issuer, the order is marked as disputed and handled in the operations queue, with an audit trail. The goods that order granted are reversed straight away; your other purchases are untouched. placeholder

We would rather hear from you first: the help and complaints page explains how.