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RETURN & REFUND POLICY (EU compliant)
We want you to be satisfied with your purchase.
In accordance with EU consumer protection laws, customers have the right to return a product within 14 days of receiving it.
1. Return Period
You may request a return within 14 days from the date your order is delivered.
2. Return Conditions
To qualify for a return:
• the item must be unused
• the item must be in its original packaging
• the item must be in the same condition as received
3. Handmade Products
All Unbox Moss items are handmade using preserved natural moss.
Because natural materials are used, slight variations in color, texture, and composition are normal and are not considered defects.
Each product is unique.
4. Non-Returnable Items
Custom-made or personalized products cannot be returned unless they arrive damaged or defective.
5. Damaged Items
If your order arrives damaged, please contact us within 48 hours of delivery and provide photos of the damage and packaging.
We will arrange a replacement or refund.
6. Return Shipping
Customers are responsible for return shipping costs unless the item is damaged or incorrect.
7. Refunds
Once the returned item is received and inspected, refunds will be processed within 5–10 business days to the original payment method.
Original shipping costs are non-refundable unless the return is due to our error.
Last updated: 2026