TERMS & CONDITIONS

Moss & Willow
Last updated: [16/08/2026]

These Terms & Conditions apply to the sale of goods by Moss & Willow to you. Please read them carefully before placing an order. They do not affect your statutory rights.

By placing an order, you agree to be bound by these Terms, together with our Shipping Policy, Returns & Refunds Policy, Privacy Policy and Cookies Policy (together, the “Policies”).

1. Information about us and how to contact us

Moss & Willow is a trading name operated by Catherine Home, sole trader.

Business address:
Unit 13 Freeland Park
Wareham Road
Lytchett Matravers
Poole
Dorset
BH16 6FH
United Kingdom

Email: Contact@MossandWillow.co.uk

2. Using our website

You agree not to misuse our website or interfere with its security or operation. All content on our website (including imagery, copy, branding and designs) is owned by or licensed to Moss & Willow and is protected by intellectual property laws. You may use the website for personal, non-commercial purposes only.

3. Eligibility and customer information

To order, you must be at least 18 and legally able to enter into contracts.

You are responsible for ensuring the information you provide, including your delivery address and contact details, is accurate and complete. We may charge you for reasonable additional costs we incur as a direct result of incorrect or incomplete information supplied by you.

4. Our products

Many of our products are made from natural materials or have handcrafted, reactive-glaze, distressed or intentionally aged finishes. Variations in colour, texture, grain, pattern, glaze and finish may therefore occur between individual pieces and are part of the character of the product rather than necessarily a fault.

Where relevant, these characteristics will be described or shown in the product information.

We take reasonable care to ensure product descriptions and imagery accurately represent our products. However, colours may appear slightly different depending on lighting, photography and individual screen settings.

If we supply goods made to measurements you provide, you are responsible for ensuring those measurements are correct.

5. Prices, VAT and payment

All prices are in GBP (£) and include VAT where applicable. Delivery charges are shown at checkout.

We take reasonable care to ensure prices are correct. If an obvious pricing error occurs and could reasonably have been recognised as such, we may cancel the order, refund any sums paid, and (if necessary) request the return of goods supplied.

Payment is taken at checkout. Orders will not be dispatched until payment has been authorised and received.

6. Placing an order and contract formation

When you place an order, you are making an offer to purchase goods.

We accept your order by email to confirm acceptance (at which point a contract is formed). If we cannot accept your order (for example, due to stock availability, payment authorisation issues, suspected fraud, or pricing error), we will notify you and refund any payment taken.

7. Product availability

All orders are subject to product availability. We make reasonable efforts to ensure stock information on our website is accurate, but occasionally an item may become unavailable after an order has been placed.

If we are unable to supply an item, we will contact you as soon as reasonably possible and refund any amount paid for that item.

We are not obliged to substitute an alternative product unless agreed with you.

8. Delivery

Delivery arrangements are set out in our Shipping Policy, which forms part of these Terms.

We will deliver to the address provided at checkout. Please ensure safe and reasonable access for delivery (especially for larger items). If delivery fails due to your instructions, absence, unsafe access, or incorrect details, you may be liable for redelivery/return costs as set out in the Shipping Policy.

9. Ownership and risk

Ownership of goods passes to you once we have received payment in full.

Risk in the goods passes to you only when the goods are delivered to you or to a person you have identified to receive them. 

10. Your rights to end the contract

You can end your contract with us. Your rights depend on what you bought, whether there is anything wrong with it, and when you decide to end the contract:

10.1 If goods are faulty or misdescribed
You may have legal rights under the Consumer Rights Act 2015 (including the right to reject in certain cases within 30 days). See section 11.

10.2 If you end the contract because of something we have done or will do
You may be entitled to a full refund for goods not supplied (and in some circumstances compensation). Examples include: a significant delivery delay, a pricing/description error you do not wish to accept, or a material change to these Terms that affects your order.

10.3 If you have changed your mind

For most goods bought online, you have a statutory right to cancel within 14 days of receiving the goods under the Consumer Contracts Regulations 2013.

Moss & Willow also provides an additional 30-day returns policy for eligible goods. This additional policy does not affect your statutory rights.

Full conditions, return costs and procedures are set out in our Returns & Refunds Policy.

11. How to end the contract (including cancellation)

To end the contract or request a return, you can use the return or cancellation options available through your customer account, where available, or contact us by email at Contact@MossandWillow.co.uk.

Please provide:

• your name
• order number
• the item(s) concerned
• whether you are cancelling, requesting a return or reporting a fault

If your order has already been dispatched or delivered, goods must be returned in accordance with our Returns & Refunds Policy.

12. Summary of your legal rights (UK consumers)

This is a summary only. Nothing in these Terms limits your statutory rights.

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If they are not:

* Up to 30 days: you may be entitled to reject faulty goods for a refund.

* Up to 6 months: you may be entitled to a repair or replacement, and if that fails, a refund (in most cases).

* Up to 6 years (5 in Scotland): you may have additional rights if goods do not last a reasonable time.

Under the Consumer Contracts Regulations 2013, for most online purchases, you have a right to cancel within 14 days of delivery, subject to exclusions.

13. Returns, refunds and deductions (important)

Our returns process, our additional 30-day returns policy and your statutory cancellation rights are set out in our Returns & Refunds Policy, which forms part of these Terms.

Where you exercise your statutory right to cancel, you are entitled to inspect goods in the same way that you reasonably would in a retail store.

If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, and this has resulted in a reduction in their value, we may make an appropriate deduction from your refund to reflect that diminished value, as permitted by law.

This may include goods showing signs of use, assembly, or installation; missing components; damage; marks or odours; or products whose packaging has been removed or damaged, where this has materially reduced their value.

For example, home-fragrance products that have been opened or used, or lamps and other products that have been assembled and used beyond what is reasonably necessary for inspection, may have a reduced resale value. Any deduction will reflect the actual reduction in value and may, where the goods have consequently lost all resale value, be up to the full value of the item.

Nothing in this section affects your statutory rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

14. Promotions and discount codes

Discount codes are subject to any stated conditions (including expiry dates and exclusions) and may be withdrawn at any time. Only one discount code may be used per order, unless otherwise stated. We reserve the right to cancel orders where we reasonably suspect discount abuse or fraud.

15. Limitation of liability

We are responsible for any foreseeable loss or damage arising from our breach of these Terms or our negligence. We are not liable for business losses (including loss of profit, revenue or business opportunity).

Nothing excludes or limits liability for:

* death or personal injury caused by negligence

* fraud or fraudulent misrepresentation

* any liability that cannot be excluded by law

16. Events outside our control

We are not liable for delays or failures to perform caused by events beyond our reasonable control (including courier disruptions, severe weather, supply chain disruptions, and industrial action). Where there is a risk of substantial delay, you may have the right to end the contract and receive a refund for goods not received.

17. Privacy and data protection

We process personal information in accordance with our Privacy Policy.

18. Changes to these Terms

We may update these Terms from time to time. The version in force at the time your order is accepted will apply to that order.

19. Governing law and jurisdiction

These Terms are governed by the laws of England and Wales.

If you live in Scotland, you can bring proceedings in either the Scottish or English courts. If you live in Northern Ireland, you can bring proceedings in either the Northern Irish or English courts.