Refund policy
RETURN WINDOW
Of Moss & Moon accepts return requests made within 30 calendar days after an order is delivered.
RETURN ELIGIBILITY
To qualify for a return, the item must be unused, unworn, unwashed, unburned, and in the condition in which it was received, with its original packaging and tags when applicable. Proof of purchase is required.
HOW TO REQUEST A RETURN
Please submit your request through our Contact page at https://shopofmossandmoon.com/pages/contact. Include your order number, the item you wish to return, the reason for the request, and photographs if the item arrived damaged, defective, or incorrect.
Do not mail an item before receiving return authorization. Products may ship from different fulfillment locations, so the correct return address and instructions will be provided after the request is approved. Items sent without authorization or to an address other than the one provided may not be accepted.
RETURN SHIPPING
For an approved return based on preference, size, color, or another change-of-mind reason, the customer is responsible for return-shipping costs. Original shipping charges are nonrefundable unless the item was damaged, defective, or incorrect.
If an item arrived damaged, defective, or incorrect, Of Moss & Moon will provide an appropriate resolution and cover reasonable return-shipping costs when a return is required.
We recommend using a trackable shipping service for customer-paid returns. Of Moss & Moon cannot guarantee receipt of a return shipped without tracking.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order after delivery. Report visible damage, defects, missing items, or incorrect items through our Contact page within seven calendar days of delivery. Include your order number and clear photographs of the item and its packaging so we can evaluate the issue promptly.
NON-RETURNABLE ITEMS
For health, safety, and quality reasons, opened or used incense, perfume or fragrance oils, candles, herbs, and other consumable or personal-use products cannot be returned. Customized or personalized goods, gift cards, clearance merchandise, and items marked final sale are also non-returnable.
Contact us before purchasing if you are uncertain whether a particular item is returnable.
EXCHANGES
Because products may be fulfilled from different locations, we do not offer direct exchanges. The quickest option is to request a return for the original item and place a separate order for the replacement after the return is approved.
ORDER CANCELLATIONS
Contact us as quickly as possible if you need to cancel an order. We cannot guarantee cancellation after an order has entered processing or fulfillment.
REFUNDS
We will notify you after an authorized return has been received and inspected. If approved, the refund will be issued automatically to the original payment method within 10 business days. Your bank or card provider may require additional time to post the refund.
If more than 15 business days have passed since we confirmed approval of your refund, please contact Of Moss & Moon through https://shopofmossandmoon.com/pages/contact.
STATUTORY RIGHTS
This policy does not limit any consumer rights that cannot legally be waived. Customers whose orders are shipped into the European Union may have an additional 14-day right to cancel or return an order, subject to applicable law and statutory exceptions.