Refund/Return

How can I make a Return?

Simply notify us at mossaro@mossaro.com your order details (Your name, order number & date) and we will provide indications for return shipping, you can find this information in your account or in the confirmation e-mail sent at time of purchase.

 

Return Policy.

Any purchase returned within 14 days will receive a full refund. The goods returned must be unused (in the same condition that you received it) and sent in its original box or packaging. Made to order products like custom moss designed frames, larger than usual orders, cannot be returned. Gift Cards are also non-refundable. 

 

CUSTOMIZED, MADE TO ORDER PRODUCTS (E.G. CUSTOM MADE ORDERS, MOSS FRAMES).

Damaged items or issues with manufacturing: Our items should be inspected before being shipped but at times manufacturing error can occur, If the received product is designed incorrectly, or in bad quality, please contact us with 14 days of your order being received and attach Images of the errors & defects, Our team will inspect the errors and have a replacement sent out as soon as possible, refunds for damaged items will not be provided only replacements will be done, you have 14 days from the item being received to contact us, request received after cannot be processed.

Transport damage.

If the goods are delivered with obvious transport damage, please inform the delivery company about this damage without delay and contact us immediately. Failure to file a complaint or contact us has no effect on your legal rights or their enforcement, in particular warranty claims. However, you help us assert our own claims against the carrier or transport insurance.

 

ORDERS EXCEEDING STANDARD QUANTITIES.

In the case of order quantities larger than the usually managed by Mossaro, we will treat your items as per custom made type, being therefore excluded from exchanges.

 

Refunds.

Once your return is received, we will send you an email to notify you that we have received your returned item. If all the conditions described in our return policy are met, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Refunds will be issued for the value of the items purchased including taxes. Shipping and handling charges are only refundable if the items are defective. Certain situations where only partial refunds are granted (If applicable)

• Any item not in its original condition, damaged or missing parts for reasons not due to Mossaro.
• Any item returned more than 30 days after being received by customer.

 

Only regular priced items may be refunded, Sale items cannot be refunded.

 

I you are shipping an item over 100$, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Due to the extent of our worldwide shipping, delay deliveries do not apply for refunds, but may apply for compensation.

 

Delayed or missing refunds.

If you haven’t received a refund yet, we recommend you check your bank account again.

Next contact your bank. There is often some processing time before a refund is posted. If you have done this and you still have not received your refund yet, please contact us at mossaro@mossaro.com

 

Exchanges.

If the items you are returning is defective and you want to exchange it , please let us know in your e-mail so we can do it for you.

 

Cancellations.

We will make a sincere attempt to honor a cancellation request, however once the order is shipped, the order may not be cancelled. However, items in a backordered status may be cancelled at any time. To cancel an order or an item, please contact us for assistance at mossaro@mossaro.com