Refund policy

We offer a no quibble return policy.

Damage or defective products

If the product is damaged or defective please advise us within 24hrs of receiving it. Take some photos and email them to help@mossandhomes.com quoting your order number. Once we receive your email we will get back to you in less than 24hrs and verify the details. We will then try and send you a replacement if we have one in stock. If we don't have one in stock we will then contact you to arrange either a credit, partial credit and or return depending on the product and number of defective items.

If you have a product defect post 24hrs again please email help@mossandhomes.com with photos and your order number. We will then either replace, part credit or fully credit the order depending on whats the most appropriate for you.

If you change your mind once you receive your order

Please contact help@mossandhomes.com quoting your order number. We will respond in less than 24hrs, and if its appropriate we will supply you with an external return label. The customer will then be responsible for organising delivery of the goods with an appropriate carrier back to one of our UK based distribution hubs. 

We ask that 'change your mind' returns are returned unused in the same packaging they were supplier in. Once we receive them back we will validate the return and confirm the return of funds back to you. This can take up to 10 working days.

Returns 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.