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Return and Exchange Policy

 

This Return & Exchange Policy applies to products purchased from the online store Mossdecory (hereinafter referred to as “we”). Please read the following terms carefully before submitting a return or exchange request.

1. Return & Exchange Validity Period

You may apply for a return or exchange within 35 days from the date you receive the product, provided the conditions outlined in this policy are met. Requests submitted after this period will not be accepted.

2. Conditions for Return & Exchange

Within the validity period, you may request a return or exchange under any of the following circumstances:

  • The product has visible appearance defects;

  • The product has quality issues that affect normal use;

  • The product has an odor, significant color deviation, or other issues that affect the user experience;

  • The product received does not match the order description;

  • No-reason return or exchange, provided the product does not affect resale.

Note: The product must be returned in its original condition, including complete packaging, accessories, and all accompanying items.

3. Return Process

  • Contact us via email or phone to submit a return request and provide the order number, proof of payment, reason for return, and relevant photos or videos;

  • Our customer support team will review your request promptly. Once approved, we will confirm the return details with you;

  • Please send the product to the following designated return address and wait for us to receive it: 200 N BROOKS ST APT 2C, KINGSTREE, SC 29556-3548, United States

  • After we receive the product, we will inspect it. If the inspection confirms the reported issue, we will arrange a refund.

4. Exchange Process

  • Contact us via email or phone to submit an exchange request and provide the order number, proof of payment, reason for exchange, and relevant photos or videos;

  • Our customer support team will review your request promptly. Once approved, we will confirm the exchange details with you;

  • Please send the product to the following designated return address and wait for us to receive it: 200 N BROOKS ST APT 2C, KINGSTREE, SC 29556-3548, United States

  • After we receive and inspect the product, if the inspection is approved, we will arrange shipment of the replacement item to your address within 1–3 business days.

5. Refund Process

  • Refund method: Refunds will be issued to the original payment method used at checkout (such as Visa or MasterCard);

  • Processing time: Depending on the processing speed of the card issuer, refunds are expected to be credited within 1–3 business days;

  • If the refund has not been received after this period, please contact us for assistance.

6. Fee Rules

  • For returns or exchanges due to appearance defects, quality issues, odor, significant color deviation, or items not matching the order, return shipping costs will be covered by us;

  • For no-reason returns or exchanges, return shipping costs must be covered by you.

Return Label
Each package includes a return label for your convenience.

7. Liability Statement

We are responsible only for products purchased through this online store. Issues caused by improper use, improper storage, unauthorized disassembly, or human damage are not covered under this policy.

8. Contact Us

If you have any questions about this Return & Exchange Policy or need to submit a request, please contact us via:

Address: 200 N BROOKS ST APT 2C, KINGSTREE, SC 29556-3548, United States
Telephone: +1 (845) 380-2686
Email address: info@mossdecory.com
Opening hours: Monday to Friday, from 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)