Refund policy

At Moss, we are committed to providing you with high-quality rugs that meet your expectations. However, if you are not fully satisfied with your purchase, we offer a straightforward and hassle-free return policy to ensure your complete satisfaction. Please read the following guidelines carefully to understand our return process:

1. Eligibility for Returns:
To be eligible for a return, the rug must be in its original condition, unused, and in the same packaging in which it was received. The return request must be initiated within 5 days from the delivery date. After this period, we will be unable to process your return.

2. Return Process:
To initiate a return, please contact our customer support team at maitri@mossconcept.in. Provide your order number and reason for the return. Once your return request is approved, you will receive detailed instructions on how to proceed with the return. We recommend using a trackable shipping method and retaining the shipping receipt as proof of return.

3. Return Shipping:
Return shipping costs are the responsibility of the customer, unless the return is due to a product defect or an error on our part. In case of a defective product or an error in your order, we will provide a prepaid shipping label for the return.

4. Inspection and Processing:
After we receive the returned rug, our team will inspect it to ensure it meets the eligibility criteria mentioned in section 1. If the rug passes inspection, we will process your return and issue a refund or store credit, depending on your preference. Refunds will be issued to the original payment method used during the purchase, and it may take 7-10 business days for the funds to appear in your account.

5. Non-Returnable Items:
Custom-made or personalised rugs are non-returnable unless there is a manufacturing defect or an error on our part. Clearance items or rugs purchased during promotional sales are non-returnable.

6. Damaged or Defective Items:
If your rug arrives damaged or with a manufacturing defect, please contact us immediately at maitri@mossconcept.in. We will arrange for a replacement or a full refund at no additional cost to you. Please provide photographs of the damaged or defective area to expedite the resolution process and are mandatory for the replacement process.

7. Cancellations:
If you wish to cancel your order before it is shipped, please contact us as soon as possible. Once the order is shipped, the return policy will apply.

8. Exchanges:
We currently do not offer direct exchanges. If you need a different rug, please return the original item following our return process and place a new order for the desired rug.

9. Contact Us:
If you have any questions or concerns regarding our return policy, please contact us at maitri@mossconcept.in. We are here to assist you and ensure your shopping experience with us is enjoyable.

Please keep in mind that our return policy is subject to change without prior notice. Any modifications or updates will be posted on this page. By making a purchase on our website, you agree to abide by the terms and conditions of our return policy.