RETURNS & REFUNDS POLICY

Moss & Willow

Last updated: 16/08/2026

1. Our Returns Promise

We want you to enjoy your Moss & Willow pieces for years to come.

If something isn’t quite right, we offer a 30-day return window to give you peace of mind when shopping with us.

This is in addition to your statutory rights.

2. Your Legal Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel most online purchases within 14 days of receiving the goods.

You must notify us within this period and return the goods within 14 days of notifying us.

Your right to cancel is subject to the exclusions and conditions provided by law.

3. 30-Day Returns

In addition to your statutory rights, Moss & Willow offers a 30-day return period from the date your order is received.

For returns made under our extended returns policy after the statutory cancellation period, items must be:

• unused
• in their original condition
• complete and undamaged
• returned with their original packaging
• accompanied by proof of purchase

Items that do not meet these conditions may not qualify for return under our extended returns policy.

4. Return Condition Standards

You are entitled to inspect your purchase in the same way that you reasonably would in a retail store. Please take care of Moss & Willow pieces while they are in your possession and retain all original packaging until you are satisfied that you wish to keep your purchase.

Where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, and this has resulted in a reduction in its value, we reserve the right to make an appropriate deduction from your refund to reflect that diminished value, as permitted by the Consumer Contracts Regulations 2013.

This may include, for example:

• products that have been used rather than simply inspected
• lamps or other products showing signs of use following assembly or installation
• damaged, marked, stained or incomplete items
• missing components or accessories
• odours or other evidence of use
• damaged or missing packaging where this has materially reduced the value of the returned product.

Home fragrance

Reed diffusers and other home-fragrance products supplied in manufacturer-sealed or shrink-wrapped packaging should be inspected before the protective packaging is removed.

Where a product has been opened or used, including where fragrance has been opened, reeds have been removed or used, or manufacturer protective packaging has been removed, and this handling has resulted in a reduction in the product's value, we reserve the right to make an appropriate deduction from the refund to reflect that diminished value.

Any deduction will reflect the actual reduction in value caused by handling beyond what was reasonably necessary to inspect the product and may, where the product has consequently lost all resale value, be up to the full value of the item.

This does not affect your statutory rights where goods are faulty, damaged on arrival, misdescribed or otherwise do not conform to the contract.

5. Packaging for Returns

Customers must ensure returned goods are securely packaged.

We recommend using the original packaging wherever possible, particularly for fragile, large, or easily damaged items.

We cannot accept responsibility for damage caused by insufficient packaging during return transit.

6. Return Postage

For change-of-mind returns, customers are responsible for the direct cost of returning the goods.

We will arrange your return using our prepaid return service. A £6.99 return postage charge applies to standard parcel returns and will be deducted from your refund.

Larger or oversized items may require a specialist return or home collection and may incur a higher return cost. Where this applies, we'll confirm the return cost with you before arranging collection.

For faulty or incorrectly received items, Moss & Willow will cover the cost of return.

Please retain your proof of postage or collection confirmation until your return has been safely received.

7. Refunds

Once your return is received, we will inspect it and process any refund due to the original payment method.

Where goods have been handled beyond what is reasonably necessary and their value has consequently been reduced, any permitted deduction for diminished value will be confirmed as part of your refund.

Refunds will be made without undue delay and within the applicable statutory timeframe. For cancellations made under your statutory cancellation rights, this will normally be no later than 14 days after we receive the returned goods or, where applicable, evidence that they have been sent back.

Banks and payment providers may take additional time to reflect the transaction in your account.

8. Delivery Charges

Where an eligible order is cancelled under the statutory 14-day cancellation right, we will refund the original delivery charge up to the cost of our least expensive standard delivery option.

If you selected a more expensive or upgraded delivery service, the additional cost of that upgrade will not be refunded.

9. Responsible Use of Our Returns Policy

Our returns policy is designed to provide confidence when shopping with Moss & Willow.

Where we identify unusual or excessive return patterns or behaviour suggesting misuse of our additional 30-day returns policy, we reserve the right to restrict or withdraw access to that additional policy and/or restrict future orders where appropriate.

Nothing in this section limits or excludes your statutory consumer rights