Terms and Conditions
1. Order
1.1. Customers must thoroughly review their digital receipt, provided via link or email, before making payment. Orders that align with the details specified on the issued receipt will not be eligible for refunds or reprints.
1.2. For urgent orders, no changes to the date, quantity, or collection method will be permitted once the order details are confirmed and payment is completed. Exceptions to this policy may apply at the sole discretion of the company.
1.3. Customers are required to complete full payment, including all applicable collection and service charges, before the commencement of printing. The company reserves the right to refuse service to customers who fail to complete their payment and to withhold the release of orders for those with outstanding balances.
1.4. If urgent orders exceed the collection date due to our company's fault, a refund for the urgent service charge will be processed, upon the customer's request.
1.5. Collection dates or time slots for normal orders may be subject to change with prior notice due to unforeseen delays or other operational reasons. Mochi Studio will not issue refunds in the event of such changes.
2. Payment
2.1. Once payment has been made, our studio will not issue refunds (Subject to change at the studio’s discretion)
However, our company will provide store credit as a replacement for any refunds.
2.2. Delivery/collection charges will not be refunded in the event of cancellation or a change in the collection
method. However, non-refundable fees may be converted to store credit upon the customer's request.
2.3. For cash payments, any cash not placed inside the envelope as instructed, if lost or stolen, will not be refunded or replaced by our company.
3. Photos
3.1. If customers have specific preferences regarding the crop or rotation of their photos, it is highly recommended to make these adjustments before submitting. We will print the images as received and make only minor adjustments if necessary.
3.2. Photos that do not fit the specified ratio for the printing size may have portions cropped or cut off (Our studio will not stretch the images to fit the ratio)
3.3. If we receive an insufficient number of photos or fewer than the ordered amount, we will request additional photos from the customer, which may result in a slight delay (Customers may request to verify the number of images received before printing)
3.4. If we receive photos exceeding the ordered quantity, any additional images will be removed or omitted, with or without the customer's consent.
3.5. The quality of the photos we receive will be maintained during the printing process. We will not be held responsible for photos that are of low quality to begin with.
3.6. Customers are advised to verify the number of photos sent. Our team will only count the photos upon request, as staffing limitations may apply.
3.7. Photos sent with a timer or one-time view setting may cause delays in production.
3.8. Customers may replace or exchange photos only within 48 hours of submitting their original photos. To ensure we receive the replacement, please use the ‘Delete for Everyone’ option. This applies only to customers who send their photos through WhatsApp and Telegram. We recommend verifying with us before confirming if your photos have been printed to avoid any potential issues.
3.9. Please submit your photos before the promotion ends (Promo bookings are not permitted unless otherwise stated)
3.10. For urgent order customers, please submit your photos on the same day as your payment to prevent any delays in processing your orders. We will not be held liable if photos are submitted late and the order is completed beyond the expected deadline. No refunds will be issued in such cases.
3.11. For Album Keychains, Mini Album Keychains, Spotify Keychains, and Photo Keychains, please avoid submitting group or collage photos, as they may result in blurry outcomes. If customers choose to use group or collage photos, they do so at their own risk. We will not be held liable, and no refunds or reprints will be issued.
3.12. For Framed Polaroids, please submit photos in either ALL PORTRAIT or ALL LANDSCAPE orientations only. This is to ensure a consistent and even arrangement. If customers choose to mix portrait and landscape orientations, we will arrange the frame in portrait only, regardless of landscape photos. We will rotate photos to fit the frame instead of cropping. Refunds or reprints will not be issued in this case.
4. Collection
4.1. Please inform our team regarding the collection via the number used to place the order, regardless of who will be collecting on behalf of the customer. Our team will not entertain collection requests from numbers other than the one associated with the order, unless prior notice is provided by the customer.
4.2. Collections made during our closing hours or days, without a minimum of one (1) day advance notice, will not be accommodated.
4.3. Please adhere to all rules and steps outlined in the WhatsApp text for collection.
4.4. Collection charges will not be refunded if customers choose to cancel or change their collection method. However, non-refundable fees may be converted to store credit upon the customer's request
4.5. Mochi Studio offers free delivery only for purchases above the specified amount as outlined in our info pack.
4.6. Separate purchases accumulating to the same amount specified in our info pack will not be considered for free delivery.
5. Reprints
5.1. We will only issue reprints for minor errors, minor mistakes, missing prints, and according to our terms and conditions. Our studio will deem if the printing is a minor or major mistakes. Our studio does not offer full refunds.
5.2. For prints collected after one month, reprints will not be issued for any issues identified by the customer after receiving their order.
5.3. Customers must notify our team of any issues within 24 hours of receiving or collecting their order. Failure to do so will result in no refunds or reprints being issued.
5.4. Reprints will not be issued for minor mistakes, such as errors in cropping, photo rotation, slight overcuts, and other unnoticeable imperfections. Our studio does not offer full refunds.
6. Other Products
6.1. For defects in any of our products (Excluding photo prints), we will only offer an exchange or a reduced price. This offer is valid only within 24 hours after the customer receives their order.
6.2. For custom orders, once confirmed and further discussions have taken place, the price cannot be adjusted, and cancellations will not be accepted.
6.3. Refunds will not be issued for any of our products. We will only offer exchanges, store credit, or resolution of the issue.
7. Others
7.1. If specific photo paper is out of stock, we reserve the right to replace it with an in-stock alternative, with or without prior notice.
7.2. Fussy or rude customers who fail to adhere to our terms and conditions will be blacklisted immediately upon successful collection of their orders.
7.3. Emotional or verbal harassment towards our team members will not be tolerated. Such behavior will result in the customer being immediately blacklisted for the safety of our team.
7.4. All prints are manually cut by hand and not by machines. Imperfections may be expected. Reprints will not be issued for minor imperfections or mistakes.
7.5. By placing an order, customers agree that Mochi Studio reserves the right to use their product photos for promotional or sample purposes, with or without prior consent. Customers who do not wish for their product photos to be used must inform us in advance. Otherwise, all rights to the product photos, including any associated revenue, belong exclusively to Mochi Studio.
1.1. Customers must thoroughly review their digital receipt, provided via link or email, before making payment. Orders that align with the details specified on the issued receipt will not be eligible for refunds or reprints.
1.2. For urgent orders, no changes to the date, quantity, or collection method will be permitted once the order details are confirmed and payment is completed. Exceptions to this policy may apply at the sole discretion of the company.
1.3. Customers are required to complete full payment, including all applicable collection and service charges, before the commencement of printing. The company reserves the right to refuse service to customers who fail to complete their payment and to withhold the release of orders for those with outstanding balances.
1.4. If urgent orders exceed the collection date due to our company's fault, a refund for the urgent service charge will be processed, upon the customer's request.
1.5. Collection dates or time slots for normal orders may be subject to change with prior notice due to unforeseen delays or other operational reasons. Mochi Studio will not issue refunds in the event of such changes.
2. Payment
2.1. Once payment has been made, our studio will not issue refunds (Subject to change at the studio’s discretion)
However, our company will provide store credit as a replacement for any refunds.
2.2. Delivery/collection charges will not be refunded in the event of cancellation or a change in the collection
method. However, non-refundable fees may be converted to store credit upon the customer's request.
2.3. For cash payments, any cash not placed inside the envelope as instructed, if lost or stolen, will not be refunded or replaced by our company.
3. Photos
3.1. If customers have specific preferences regarding the crop or rotation of their photos, it is highly recommended to make these adjustments before submitting. We will print the images as received and make only minor adjustments if necessary.
3.2. Photos that do not fit the specified ratio for the printing size may have portions cropped or cut off (Our studio will not stretch the images to fit the ratio)
3.3. If we receive an insufficient number of photos or fewer than the ordered amount, we will request additional photos from the customer, which may result in a slight delay (Customers may request to verify the number of images received before printing)
3.4. If we receive photos exceeding the ordered quantity, any additional images will be removed or omitted, with or without the customer's consent.
3.5. The quality of the photos we receive will be maintained during the printing process. We will not be held responsible for photos that are of low quality to begin with.
3.6. Customers are advised to verify the number of photos sent. Our team will only count the photos upon request, as staffing limitations may apply.
3.7. Photos sent with a timer or one-time view setting may cause delays in production.
3.8. Customers may replace or exchange photos only within 48 hours of submitting their original photos. To ensure we receive the replacement, please use the ‘Delete for Everyone’ option. This applies only to customers who send their photos through WhatsApp and Telegram. We recommend verifying with us before confirming if your photos have been printed to avoid any potential issues.
3.9. Please submit your photos before the promotion ends (Promo bookings are not permitted unless otherwise stated)
3.10. For urgent order customers, please submit your photos on the same day as your payment to prevent any delays in processing your orders. We will not be held liable if photos are submitted late and the order is completed beyond the expected deadline. No refunds will be issued in such cases.
3.11. For Album Keychains, Mini Album Keychains, Spotify Keychains, and Photo Keychains, please avoid submitting group or collage photos, as they may result in blurry outcomes. If customers choose to use group or collage photos, they do so at their own risk. We will not be held liable, and no refunds or reprints will be issued.
3.12. For Framed Polaroids, please submit photos in either ALL PORTRAIT or ALL LANDSCAPE orientations only. This is to ensure a consistent and even arrangement. If customers choose to mix portrait and landscape orientations, we will arrange the frame in portrait only, regardless of landscape photos. We will rotate photos to fit the frame instead of cropping. Refunds or reprints will not be issued in this case.
4. Collection
4.1. Please inform our team regarding the collection via the number used to place the order, regardless of who will be collecting on behalf of the customer. Our team will not entertain collection requests from numbers other than the one associated with the order, unless prior notice is provided by the customer.
4.2. Collections made during our closing hours or days, without a minimum of one (1) day advance notice, will not be accommodated.
4.3. Please adhere to all rules and steps outlined in the WhatsApp text for collection.
4.4. Collection charges will not be refunded if customers choose to cancel or change their collection method. However, non-refundable fees may be converted to store credit upon the customer's request
4.5. Mochi Studio offers free delivery only for purchases above the specified amount as outlined in our info pack.
4.6. Separate purchases accumulating to the same amount specified in our info pack will not be considered for free delivery.
5. Reprints
5.1. We will only issue reprints for minor errors, minor mistakes, missing prints, and according to our terms and conditions. Our studio will deem if the printing is a minor or major mistakes. Our studio does not offer full refunds.
5.2. For prints collected after one month, reprints will not be issued for any issues identified by the customer after receiving their order.
5.3. Customers must notify our team of any issues within 24 hours of receiving or collecting their order. Failure to do so will result in no refunds or reprints being issued.
5.4. Reprints will not be issued for minor mistakes, such as errors in cropping, photo rotation, slight overcuts, and other unnoticeable imperfections. Our studio does not offer full refunds.
6. Other Products
6.1. For defects in any of our products (Excluding photo prints), we will only offer an exchange or a reduced price. This offer is valid only within 24 hours after the customer receives their order.
6.2. For custom orders, once confirmed and further discussions have taken place, the price cannot be adjusted, and cancellations will not be accepted.
6.3. Refunds will not be issued for any of our products. We will only offer exchanges, store credit, or resolution of the issue.
7. Others
7.1. If specific photo paper is out of stock, we reserve the right to replace it with an in-stock alternative, with or without prior notice.
7.2. Fussy or rude customers who fail to adhere to our terms and conditions will be blacklisted immediately upon successful collection of their orders.
7.3. Emotional or verbal harassment towards our team members will not be tolerated. Such behavior will result in the customer being immediately blacklisted for the safety of our team.
7.4. All prints are manually cut by hand and not by machines. Imperfections may be expected. Reprints will not be issued for minor imperfections or mistakes.
7.5. By placing an order, customers agree that Mochi Studio reserves the right to use their product photos for promotional or sample purposes, with or without prior consent. Customers who do not wish for their product photos to be used must inform us in advance. Otherwise, all rights to the product photos, including any associated revenue, belong exclusively to Mochi Studio.