REFUND & EXCHANGE POLICY

We stand behind every item we carry. Please read the following carefully before purchasing — and reach out before you buy if you have any questions about a specific item.

ALL SALES FINAL

At Moss & Embers, all sales are final. We do not offer refunds. Due to the nature of our products and small business operations, purchases cannot be returned for a refund once completed.

Please review product descriptions carefully prior to purchase. If you have questions about an item, we encourage you to contact us before placing your order.

IN-STORE EXCHANGES

We understand that special circumstances may arise, such as gift purchases. In these cases, we allow a one-time exchange or store credit under the following conditions:

  • Exchange or store credit must be requested within 7 days of purchase
  • Original receipt is required
  • Item must be unused and in original packaging
  • Limit one exchange or store credit per purchase

The following items are not eligible for exchange or store credit:

  • Breakable items once they leave the store
  • Discounted or sale items
  • Seasonal merchandise
  • Special order items
  • Furniture and oversized items

ONLINE ORDERS

All online orders are considered final sale and are non-returnable and non-refundable.

Please review product descriptions carefully prior to purchase. If you have questions about an item, we encourage you to contact us before placing your order.

If you received the wrong item, or if your item arrives damaged or defective, please see the Damaged, Defective, or Incorrect Items section below. These situations are always eligible for review regardless of final sale status.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your item arrives damaged, is defective upon receipt, or is not the item you ordered, please email us within 5 days of delivery.

Email: hello@mossandembers.com

Please include the following in your message:

  • Your order number
  • A description of the issue
  • Photos of the item
  • Photos of the packaging (for shipping damage claims)

We will review all claims promptly. For approved claims, we will either replace the item or issue store credit — at our discretion based on availability. We are committed to making it right when an error or damage is on our end.

ADDITIONAL NOTES

  • Due to processing fees, refunds are not issued
  • All special orders are final sale
  • All discounted items are final sale
  • Moss & Embers reserves the right to deny exchanges that do not meet policy requirements
  • Fulfillment errors (wrong item shipped) and manufacturer defects are not subject to the all-sales-final policy and will be resolved on a case-by-case basis