Return Policy / Complaints

mochi.rs
Last updated: 2025
1. General Information

This Return Policy governs the conditions for returns and complaints regarding products ordered through the website mochi.rs.

2. No Returns for Food Products

In accordance with the food safety regulations of the Republic of Serbia:
perishable food products cannot be returned after delivery, except in cases where a proven defect is identified.

3. When Is a Complaint Valid?

A complaint is considered valid in the following cases:
  • you received an incorrect product,
  • the packaging was damaged before acceptance,
  • the delivered product differs from the one ordered,
  • the product does not meet quality standards.
4. Complaint Submission Deadline

Due to the perishable nature of food products, complaints must be submitted immediately upon receipt or no later than 2 hours after delivery.

5. How to Submit a Complaint

You may contact us via:
Please provide:
  • order number,
  • brief description of the issue,
  • photo of the product (if applicable).

6. Complaint Resolution

Upon receiving a complaint, we:
  • review the case,
  • notify you of our decision within 24 hours,
  • if the complaint is justified, we offer:
  • a product replacement, or
  • a refund.

7. Delivery-Related Complaints

If the issue is related to:
  • delivery delays,
  • failed delivery,
  • damage during transportation,
the matter is resolved directly with us, not with the delivery service provider.

8. ContactFor all complaints: