Refund policy

At Moss Wall Decor, customer satisfaction is our priority. Every piece is handcrafted and carefully inspected before shipment.

Returns

For non-custom products, return requests may be accepted within 14 days of delivery. To be eligible, the item must be unused, unmounted, in its original condition and in its original packaging, and the return must be authorised by us in advance.

We are unable to accept returns for:

• Custom, personalised or made-to-measure orders
• Items that have been mounted, installed or altered
• Items damaged through misuse, improper installation, or exposure to water, humidity or direct sunlight
• Orders returned without prior return authorisation

How to request a return

Email mosswalldecor@gmail.com with your order number and the reason for the return. We will confirm eligibility and provide a return authorisation together with the correct return address. Items sent back without authorisation cannot be processed or refunded.

Return shipping costs

Return shipping is paid by the customer, unless the item arrived damaged or defective or was not the item ordered — in those cases we cover the return cost. We recommend using a tracked and insured service, as we cannot refund items that are lost or damaged on their way back to us. Original shipping charges are non-refundable.

Damaged or defective items

If your order arrives damaged or defective, please contact us as soon as possible — ideally within 48 hours of delivery, as this allows us to file a claim with the carrier — and provide:

• Your order number
• Photos of the damaged item
• Photos of the packaging

We will evaluate the claim and offer a replacement or refund where appropriate. This 48-hour window is a request that helps us resolve carrier claims quickly; it does not limit your statutory rights in respect of faulty or misdescribed goods.

Refunds

Once your return has been received and inspected, or your claim has been approved, refunds are processed to the original payment method within 5–10 business days.

Order cancellations

Orders may be cancelled within 24 hours of purchase. Once production has started, cancellation requests may not be accepted — this applies in particular to custom and made-to-measure pieces.

EU and UK customers

If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from your order within 14 days of receiving it, without giving a reason. Our 30-day return window is offered in addition to that right and does not limit it. The statutory right of withdrawal does not apply to goods made to your specification or clearly personalised. To withdraw, email us at mosswalldecor@gmail.com.

Import duties and taxes

All applicable import duties, customs fees and taxes are covered by Moss Wall Decor. Customers will not be charged additional import-related fees upon delivery.

Contact

For any return or refund enquiries, please contact us at: mosswalldecor@gmail.com