Refund and Return Policy
At Moss and Stone Gardens, we strive to provide the best possible customer experience, and our 30-day return policy reflects that commitment. This policy allows you to return a purchase within 30 days of receiving it, ensuring your peace of mind and satisfaction.
Return Eligibility and Conditions
To be eligible for a return, the following requirements must be met:
- The item must be in the same condition as when you received it – unworn or unused, free of any signs of use or damage, with all tags attached and contained within its original packaging.
- A receipt or proof of purchase, such as an order confirmation email or the original sales invoice, must be provided.
- Before returning your item, please obtain a Return Authorization by contacting us at [email protected]. Items returned without an approved Return Authorization will not be accepted.
Once your return is approved, we will provide a pre-paid return shipping label and detailed instructions on packing and shipping your item back to us. For your convenience and peace of mind, we recommend obtaining a tracking number for your return shipment to avoid any potential issues or delays in processing your refund.
For any return-related inquiries or concerns, don’t hesitate to contact our dedicated customer support team at [email protected].
Damages and Issues
We understand that accidents happen, and you might occasionally encounter issues with your order. Upon receipt of your item, thoroughly inspect it for any defects, damages, or discrepancies, and notify us immediately so we can address the issue as efficiently as possible. Timely communication ensures we can quickly assess and resolve any problems, providing a seamless resolution for you.
Exceptions / Non-Returnable Items
Please note that some items are not eligible for returns due to their nature or specific restrictions. This includes perishable goods (e.g., food, flowers, or plants), custom-made products (e.g., special orders or personalized items), and personal care goods (e.g., beauty products). Additionally, hazardous materials, flammable liquids, and gases are also exempt from our return policy.
If you have doubts or concerns about the return eligibility of your specific item, we encourage you to contact our customer support team before making a purchase or initiating a return request.
Unfortunately, we cannot accept returns on discounted or sale items, nor can we accept returns on gift cards.
If you wish to exchange an item, the most efficient process is to adhere to our standard return policy procedures mentioned above. Once we accept and process your return, please place a new order for the desired item. This ensures that your preferred item remains available and is dispatched to you promptly, avoiding any potential delays or complications in the exchange process.
Should you require any additional information or assistance regarding our return policies or procedures, please contact our customer support team at [email protected]. We are here to help ensure your experience with Moss and Stone Gardens is enjoyable and hassle-free.