Refund policy

As all of our moss products are custom and made to order, we do not offer returns. However, we offering warranty to assure customers of the quality of product. 

1-Year Warranty on Preserved Moss Products

We are committed to providing high-quality preserved moss products. To ensure your satisfaction, we offer a 1-year warranty on all preserved moss items purchased directly from us. Below are the terms and conditions that apply:

Warranty Coverage

This warranty covers defects in the preserved moss material, such as:

  • Discoloration or fading caused by manufacturing or preservation process errors.
  • Damage to the moss that occurs despite proper care and storage.

Conditions for Valid Warranty

To ensure your warranty is valid, the following conditions must be met:

  • Proper care: The moss must have been kept according to the care instructions provided by us (no exposure to direct sunlight, moisture, or high humidity).
  • Proof of purchase: A valid proof of purchase (receipt or order number) is required to make a warranty claim.
  • Timely claim: Warranty claims must be made within 1 year from the date of purchase.

Exclusions from Warranty

The following situations are not covered under this warranty:

  • Damage due to improper care: This includes exposure to sunlight, moisture, or extreme temperatures, or if the moss was cleaned or treated incorrectly.
  • Natural wear and tear: Over time, some fading, dust accumulation, or slight texture changes are expected.
  • Damage caused by pets, children, or misuse.
  • Altered products: If the moss has been altered, customized, or tampered with after purchase.
  • Shipping damage: If damage occurs during shipping and the issue is not reported within 48 hours of delivery.

Warranty Claim Process

To file a warranty claim:

  1. Contact Us: Please reach out to our customer service team at [contact information] with the subject line “Warranty Claim”.
  2. Provide Information: Include your order number, photos of the issue, and a description of the problem.
  3. Evaluation: Our team will assess your claim and respond within 7 business days.

Resolution Options

Once your warranty claim is approved, we offer the following resolutions:

  • Replacement: We will send you a replacement product at no additional cost.
  • Store Credit Voucher: Instead of a refund, we will issue a store credit voucher for the full purchase price, which can be used for future purchases.

Shipping Costs

  • Return Shipping: You are responsible for the cost of return shipping for any warranty claims.
  • Replacement Shipping: We will cover the shipping costs for sending a replacement product.

Limitation of Liability

  • This warranty is non-transferable and applies only to the original purchaser.
  • Our liability is limited to the cost of the original purchase price of the product. We are not liable for any indirect, consequential, or incidental damages resulting from the use of our products.

By purchasing from us, you agree to the terms outlined in this 1-year warranty.