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Refund Policy

Introduction

We want you to be completely confident in the baking tools you select for your projects. If a cookie cutter or embosser you ordered from Moldcookie does not quite fit your needs, we are here to help make the return process as clear and straightforward as possible. Please review our policy below to understand our guidelines for keeping our products safe and sanitary for the entire baking community.

Return Window & Eligibility

You have 30 business days from the date of delivery to request a return.

Due to extremely strict food safety and hygiene regulations, our return conditions are uncompromising. To be eligible for a return and a subsequent refund, the item must be:

  • 100% New and Unused: The item must have never been used on dough, fondant, or any other material.
  • Unwashed: Do not wash or submerge the item in water before returning it.
  • Original Condition: The item must remain in its original, sealed packaging. Items not meeting the return criteria will be rejected and sent back to the customer at their own expense, and no refund will be issued.
  • Safely Packaged: Items damaged during the return trip due to improper packaging will not be refunded.

How to Initiate a Return

Please do not mail your package back to our returns address at 807 SANDPIPER DR, LADSON, SC, 29456, USA without contacting us first. Unauthorized returns cannot be tracked properly and will be rejected upon delivery.

To start a return, please follow these steps:

  1. Email us at Help@moldcookie.com.
  2. Include your Order Number and the reason for your return. If the item arrived damaged or defective, please attach clear photographs of the product and the shipping box.
  3. Once your request is approved, our team will provide you with a Return Merchandise Authorization (RMA) and specific instructions on how to send your package back to our returns address.

Return Shipping Costs

We believe in a fair approach to return shipping costs based on the nature of the return:

  • When We Cover the Cost: If you received an incorrect item, or if the product arrived defective or damaged in transit, Moldcookie will cover 100% of the return shipping costs. We will provide you with a prepaid return shipping label via email.
  • When You Cover the Cost: If you are returning an item due to a change of mind, ordering the wrong size, or simply no longer needing the product, you will be responsible for purchasing your own return shipping label.

Restocking Fees

We appreciate your support and do not believe in penalizing you for changing your mind. Moldcookie proudly charges a $0.00 restocking fee on all eligible returns.

Refund Process & Timeline

Once your return is received at our returns address, please allow 1 to 3 business days for processing. Returns that do not meet the eligibility requirements outlined above may not qualify for a refund.

If approved, your refund will be processed immediately and applied automatically to your original method of payment. Please keep in mind that depending on your credit card company or bank, it typically takes an additional 5 to 10 business days for the funds to fully post and appear on your account statement.

Order Cancellations & Fraud Prevention

We process orders quickly to ensure timely delivery for your baking events. If you need to cancel or modify your order, you must contact us at Help@moldcookie.com within 12 hours of purchase. After this 12-hour window, your order will have entered the shipping process and can no longer be canceled; you will need to receive the package and follow the standard return procedure.

To protect our community and maintain our sanitary standards, Moldcookie reserves the right to refuse refunds, block future purchases, or limit service to anyone suspected of return fraud, such as attempting to return visibly used, washed, or damaged items as new.