Refund policy

Moss & Maye — Return and Refund Policy

Returns

We hope you are delighted with your Moss & Maye purchase. If you change your mind, you may request a return within 14 days of receiving your order.

To be eligible for a return, your item must be in the same condition in which you received it, unused and, where applicable, in its original packaging. You will also need your receipt or proof of purchase.

To request a return, please contact us at MossandMaye@gmail.com. If your return is accepted, we will provide instructions on how and where to send your item. Please do not send items back without contacting us first.

Unless an item is faulty, damaged, incorrectly supplied, or we have agreed otherwise, the customer is responsible for the cost of returning the item.

Damaged, faulty or incorrect items

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, faulty or you have received the wrong item. We will assess the problem and arrange an appropriate replacement, refund or other remedy.

Nothing in this policy affects your statutory rights.

Personalised and custom-made items

We are unable to accept change-of-mind returns for items that have been made to order to your specifications or personalised for you, except where the item is faulty, damaged or not as described.

Digital products

Due to the nature of digital products, cancellation rights may be affected once downloading or access has begun where you have expressly agreed to immediate supply and acknowledged the loss of your cancellation right. This does not affect your statutory rights if digital content is faulty or not as described.

Exchanges

We do not offer direct exchanges. If you would like a different item, please contact us about returning the original item and place a separate order for the item you would prefer.

Refunds

Once we have received and inspected your return, we will let you know whether your refund has been approved. Approved refunds will be made to your original payment method.

We aim to process approved refunds promptly. Please remember that your bank or card provider may take additional time to process the refund.

Where you exercise a statutory right to cancel an eligible online order, any refund due will be made in accordance with applicable UK consumer law.

For any questions about returns or refunds, please contact MossandMaye@gmail.com.