This policy forms part of the Moss and Co. Terms and Conditions and words defined in the Terms and Conditions have the same meaning in this policy unless the context indicates otherwise. Nothing in this policy is intended to limit your statutory rights in any way. The provision of goods and services by Moss and Co. is subject to availability. In cases of unavailability Moss and Co. will refund the client in full within 30 days. Cancellation of orders by the client will attract a 10% administration fee.

SECTION 1 – UNWANTED PRODUCTS
In general, you can return an unwanted product to us at no charge, provided:
• it is undamaged and unused, with the original labels and stickers still attached;
• it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
• it is not missing any accessories or parts;
• it is not listed in section 2 – Products not eligible for return; and
• you log a return on the Website within 10 days of delivery to you or collection by you of the unwanted product. We will collect the product from you at no charge. Our courier is entitled to refuse collection of a product that is not properly packaged for transport.

Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference). We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.

Should the customer change their mind about a purchase but the product is unflawed or undamaged Moss and Co. is not obliged to accept the return. If we accidentally deliver the wrong product to you or if the product is not as described on the
Website (or if it is missing any accessories), please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference).

SECTION 2 – PRODUCTS NOT ELIGIBLE FOR RETURNS
The following products are not eligible for a refund, exchange or credit:
• products marked “Sale“;
• products which have been personalised for you or made to your specifications, unless
defective. No special orders will be subject to exchange/return/refund
• Shipping costs are non-refundable

SECTION 3 – PRODUCTS DAMAGED ON DELIVERY
Should a product be damaged at the time of delivery / collection, please notify us of such
delivery / collection by logging a return on the Website.
We will arrange to collect the product from you at no charge. Once we have inspected the
product and validated your return, we will, at your choice, repair / replace the product as soon
as possible (if such repair / replacement is possible) or credit your account with the purchase
price of the product (or refund you if that is your preference). Credits and refunds are normally
handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working
days to reflect in your account). Repairs and replacements could take longer, depending on
parts / replacement availability.

SECTION 4 – DEFECTIVE PRODUCTS
A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
The following will NOT be regarded as defects and will not entitle you to a return:
• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse or incorrect usage of the product;
• damage arising from a failure to adequately care for the product;
• damage arising from unauthorised alterations to the product; and
• where the specifications of a product, although accurately described on the Website and
generally fit for its intended purpose, do not suit you.

SECTION 5 – CHARGES
If you return a defective product to us, but you fail to return all of the accessories that were sold with that product, we are entitled (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and only to credit or refund you in respect of the returned item.

If you return items to us by mistake and you want these returned to you, you may be liable to reimburse Moss and Co. for the cost of having the product returned to you. If you return a product that does not comply with this policy, you may be liable to reimburse Moss and Co. for the cost of collecting the product from you and the cost of having the product
returned to you