Refund policy
Damage and/or Other Issues? Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please send us pictures of the front and back of the unopened Kit or moss panel and the shipping packaging front and back. We will send you a replacement right away.
Change Your Mind? We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your Kit must be in the same condition that you received it, unopened, with and in its original packaging. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Please note that returns will need to be sent to the following address: PO BOX 27046 RPO Henderson Lake, Lethbridge, Alberta, Canada T1K 6Z8. Shipping is the responsibility of the customer.
Please send us tracking details. Items sent back to us without first requesting a return will not be accepted. Once received we will refund your money and send you a confirmation email.
If more than 15 business days have passed since we’ve approved your return, please contact us at happymossfactory@gmail.com.
Contact us at happymossfactory@gmail.com.
Exceptions / non-returnable items
There are no returns for custom moss pieces. You would have signed off on the quote accecting the project as quoted on. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
No exchanges.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.