Refund policy

At Moss and Milk, we strive to provide our customers with high-quality items that meet their expectations. We understand that sometimes a product may not meet your needs or expectations, and we want to make the return process as smooth as possible.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. However, the item must be unused and must be sent back in its original packaging.

Eligibility for Returns:

To be eligible for a return, the item(s) need to be in their original state, with all parts complete, undamaged, and in the original packaging.

How to Initiate a Return:

To initiate a return, please contact us via our website. Please provide your order number and a brief explanation of the reason for the return or how we can improve our products. Please do not return your package to any address before we have logged it in our system and provided you with the return address.

Return Shipping:

Customers bear the responsibility for return shipping costs unless the return is a result of an error on our part or if the product is found to be defective/wrong item. Please note that shipping delays due to customs clearance, which are beyond our control, are not considered valid reasons for initiating a return.

In the event that your package arrives damaged, defective, or contains the wrong item, we will cover the return shipping costs, or we will cover the costs of sending you a new/corrected item. You, as the customer, must contact support within 14 days of receiving the product to report the matter.

Refund Process:

Once we receive your returned item and inspect it, we will notify you of the approval or rejection of your refund.

If approved, the refund will be processed to the original method of payment within 7 business days.

Refunds may take additional time to appear in your account, depending on your financial institution.

Lost or Returned-to-Sender Packages:

We do not offer refunds for orders that are lost in transit or returned to sender due to incorrect address or failed delivery attempts.

In these cases, we are happy to offer a free replacement. Please reach out, so that we can assist you.

Defective or Damaged Items:

If you receive a defective or damaged product, please contact us immediately. We will arrange for a replacement to be sent to you. You will not need to return the defective item. Please note that defective products are eligible for replacement only, not refunds.

Cancellation Policy:

Orders may be canceled within 2 hours of purchase. Please contact us to cancel your order.

Contact Information:

For any questions or concerns regarding our return policy, please contact us via our website.