Refund policy

REFUND AND RETURN POLICY

Last Updated: December 20, 2024

We want to ensure that you have a satisfactory shopping experience, and we understand that returns may sometimes be necessary. Please review our return policy carefully, as different terms apply to standard items versus custom and high-value items.

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IMPORTANT: TWO DIFFERENT RETURN POLICIES

Our store offers two distinct product categories with different return policies:

1. STANDARD ITEMS: In-stock home décor, apparel, and accessories (most items under $500)
→ 30-day return period applies

2. CUSTOM & HIGH-VALUE ITEMS: Made-to-order furniture, sculptures, bespoke pieces, or items $500+
→ Strict return limitations apply (see Section 1 below)

Please identify which category your item falls under before initiating a return.

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SECTION 1: CUSTOM & HIGH-VALUE ITEMS RETURN POLICY

This section applies to:
- Items marked as "Custom-Made," "Made to Order," or "Bespoke"
- Items valued at $500 USD or more
- Furniture requiring custom production or assembly
- Items with extended production timelines (listed on product page)

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1A. CANCELLATION AND REFUND TIMELINE

24-HOUR CANCELLATION WINDOW (Full Refund):
- You may cancel for a full refund within 24 hours of order placement
- Order must not yet have entered production phase
- Contact us immediately at moselestoresdesk@gmail.com with order number
- Refund processed within 5-7 business days to original payment method

AFTER 24 HOURS - BEFORE PRODUCTION BEGINS (Partial Refund):
- 25% restocking fee will be deducted from your refund
- Restocking fee covers: design consultation, materials sourcing, administrative costs
- Remaining 75% refunded within 7-10 business days
- Production typically begins 3-5 business days after order placement
- We will notify you when production begins

DURING PRODUCTION PHASE (Non-Refundable):
- Once production begins, items become NON-REFUNDABLE
- You will receive email notification when production starts
- No cancellations or refunds available after this point
- Exceptions made ONLY for manufacturing defects (see Section 1C below)

POST-DELIVERY (Final Sale):
- Custom items are FINAL SALE after delivery
- Returns not accepted except for manufacturing defects
- Aesthetic preferences, buyer's remorse, or minor variations from photos are not valid return reasons

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1B. MANDATORY INSPECTION REQUIREMENTS

For all custom and high-value items, you MUST:

UPON DELIVERY (Within 48 Hours):
- Inspect item thoroughly for any damage or defects
- Take clear photographs of: packaging condition, item from multiple angles, any issues
- Keep all packaging materials for at least 7 days

MANUFACTURING DEFECT CLAIMS (Within 72 Hours):
- Report manufacturing defects within 72 hours of delivery
- Provide detailed photos showing the specific defect
- Include photos of any labels, tags, or identifying marks
- Our team will review and determine if defect qualifies for remedy

⚠️ CRITICAL: If you do not inspect and report issues within these timeframes, you waive all rights to damage or defect claims.

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1C. WHAT QUALIFIES AS A DEFECT VS. PREFERENCE

MANUFACTURING DEFECTS (Eligible for Remedy):
✓ Structural failures or instability in furniture
✓ Mechanical parts that do not function as designed
✓ Significant damage that occurred during production
✓ Item fundamentally different from ordered specifications
✓ Missing components or hardware for assembly
✓ Finishes that peel, crack, or degrade within 30 days of normal use

NOT CONSIDERED DEFECTS (Not Eligible for Return):
✗ Natural material variations (wood grain patterns, stone coloration, crystal formations)
✗ Minor color differences from website photos (due to lighting, monitors, natural materials)
✗ Size or scale perceptions differing from expectations (dimensions are accurately listed)
✗ Personal aesthetic preferences or buyer's remorse
✗ Minor cosmetic imperfections
✗ Natural characteristics of wood, stone, leather, or other organic materials

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1D. REMEDY FOR DEFECTIVE CUSTOM ITEMS

If we determine your custom item has a valid manufacturing defect:

REPAIR OPTION (Preferred):
- We will coordinate repair by qualified craftsperson
- May require photos/video call for assessment
- Repair costs covered by us for manufacturing defects
- Customer responsible for providing access to item

REPLACEMENT OPTION:
- If repair is not feasible, we will produce a replacement
- Replacement production time: 4-8 weeks
- Defective item may need to be returned (we cover shipping)
- Replacement ships at no additional cost

REFUND OPTION (Last Resort):
- Only if repair and replacement are both impossible
- Refund amount: Purchase price minus any discounts/promotions used
- Original shipping fees are non-refundable
- Refund processed within 14 business days after defective item is returned
- You must return defective item (we provide prepaid label)

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1E. NATURAL MATERIAL ACKNOWLEDGMENT

Many custom items are crafted from natural materials including:
- Wood (walnut, oak, teak, mahogany, etc.)
- Stone (marble, granite, quartz, etc.)
- Crystal and minerals
- Leather and natural textiles

These materials inherently possess unique characteristics:
- Grain patterns and color variations
- Mineral inclusions and natural markings
- Texture differences and surface variations
- Aging and patina development over time

Such characteristics are NOT defects but authentic qualities that make each piece unique. Product photographs represent examples only. Your item will have the same design and quality but may vary in natural material appearance.

By purchasing custom items, you acknowledge and accept these natural variations.

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1F. NON-RETURNABLE CIRCUMSTANCES

Custom and high-value items are NOT eligible for return if:
- More than 72 hours have passed since delivery without inspection
- Item shows signs of use, assembly, or installation
- Original packaging has been discarded
- Reason for return is aesthetic preference or buyer's remorse
- Item matches description and has no manufacturing defects
- Natural material variations differ from expectations
- Customer provided incorrect specifications or measurements
- Customer was unavailable for delivery coordination
- Customer refused delivery or failed to respond to delivery scheduling

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SECTION 2: STANDARD ITEMS RETURN POLICY

This section applies to:
- In-stock home décor items under $500
- Apparel and accessories
- Standard sculptures and art pieces
- Items marked as "In Stock" or "Ready to Ship"

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2A. RETURN PERIOD

We offer a 30-day return window from the date of delivery. If 30 days have elapsed since your purchase, we cannot offer a refund or exchange.

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2B. ELIGIBILITY CRITERIA

To be eligible for a refund or return, the item must meet the following criteria:

UNUSED AND UNDAMAGED:
- Item must be in unused and undamaged condition
- No signs of wear, tear, stains, or alterations
- All tags and labels must be attached and intact
- Item must not have been washed, worn, or modified

ORIGINAL PACKAGING:
- Item must be returned in its original packaging when possible
- If original packaging is unavailable, use similar protective packaging
- Must prevent damage during return transit
- Include all accessories, manuals, and components that came with the item

SPECIFIC PRODUCT ELIGIBILITY:
- Certain products may have specific requirements due to their nature
- Hygiene products, perishable goods, or personalized items may be non-returnable
- Contact moselestoresdesk@gmail.com for product-specific eligibility questions

EXEMPTIONS (No Refunds Issued):
- Orders not delivered due to customer error:
- Providing wrong shipping address
- Failure to provide contact number for delivery
- Refusing delivery without valid reason
- Customer unavailable after multiple delivery attempts

- Confirmed delivered orders

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2C. RETURN SHIPPING COSTS

- Customer is responsible for return shipping costs for standard returns
- Exception: If return is due to our error, we cover shipping
- We recommend using a trackable shipping method
- We are not responsible for items lost or damaged during return shipping
- Keep tracking information and proof of shipment for your records

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SECTION 3: RETURN PROCESS (ALL ITEMS)

If you wish to initiate a return, follow these steps:

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STEP 1: CONTACT CUSTOMER SUPPORT

Within the applicable return period, contact us:
- Email: moselestoresdesk@gmail.com
- Subject line: "Return Request - Order #[your order number]"
- Provide:
- Order number
- Item(s) you wish to return
- Reason for return
- Clear photos of the item(s) clearly showing its state and shipping label

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STEP 2: APPROVAL AND INSTRUCTIONS

Once your return request is reviewed:
- You will receive approval or denial with explanation
- If approved, you'll receive:
- RMA (Return Merchandise Authorization) number
- Return shipping instructions
- Return form to include in package
- Timeline for refund processing

⚠️ IMPORTANT: Returns shipped without RMA number may be refused or delayed

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STEP 3: PREPARE YOUR RETURN

PACKAGING:
- Pack item securely in original packaging or similar protective materials
- Include ALL components: accessories, manuals, hardware, tags
- Fill out return form completely and accurately
- Write RMA number clearly on outside of package
- Take photos of packaged item before shipping (proof of condition)

SHIPPING:
- Use trackable shipping method (USPS, FedEx, UPS with tracking)
- Purchase shipping insurance for high-value items
- Keep tracking number and proof of shipment
- Ship to address provided in return instructions (do not ship to website address)

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STEP 4: INSPECTION PERIOD

After we receive your return:
- Inspection takes 3-5 business days
- We verify item condition and eligibility
- We check that item matches return request
- We confirm RMA number and documentation

You will receive email notification of:
- Return receipt confirmation
- Inspection results (approved/denied)
- Refund processing timeline

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SECTION 4: DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged or defective item, we will make it right.

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4A. DEFECTIVE ITEMS (MANUFACTURING DEFECT)

If item has a manufacturing defect:

CONTACT US:
- Within 30 days of delivery for standard items
- Within 72 hours of delivery for custom/high-value items
- Email: moselestoresdesk@gmail.com
- Subject line: "DEFECT CLAIM - Order #[number]"

PROVIDE:

Order number
Clear photos showing the defect
Photo of the shipping label for order validation
Description of how defect affects item functionality
Photos of size tags (for clothing items)
Video if defect involves functionality/mechanics

REMEDY OPTIONS:
Replacement item (preferred option)
Repair coordination (for custom items)
Full refund if replacement/repair not feasible
We cover return shipping for defective items

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4B. WRONG ITEM RECEIVED

If you received the wrong item:

PROVIDE:
- Order number
- Photo of item you received
- Photo of shipping label
- Description of what was ordered vs. what arrived

REMEDY:
- Correct item shipped immediately
- Prepaid return label for incorrect item
- No cost to customer
- Expedited shipping for correct item when available

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4C. MISSING ITEMS

If item(s) are missing from your order:

PROVIDE:
- Order number
- Clear photo of shipping label showing tracking number and address
- Photo of package contents
- List of items received vs. items ordered

INVESTIGATION:
- We review order fulfillment records
- Check with shipping carrier if necessary
- Investigate packing documentation

REMEDY:
- Missing items shipped immediately at no cost
- Full refund for missing items if out of stock
- Resolution within 3-5 business days

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SECTION 5: SIZE ISSUES (CLOTHING ITEMS)

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5A. SIZE CHART RESPONSIBILITY

- Customers are responsible for ensuring orders match our provided size chart
- Size charts are available on each product page
- Measurements are provided in inches and centimeters
- If correct item and size were sent per your order, returns are accepted at customer's expense

5B. SIZE EXCHANGE PROCESS

If you need to exchange for different size:
- Follow standard return process (Section 3)
- Customer pays return shipping
- Place new order for correct size (recommended for faster delivery)
- Or request exchange (may take 2-3 weeks for processing)

5C. CARE INSTRUCTIONS

All clothing items come with specific care instructions:
- Designed to preserve quality and longevity
- Instructions provided on care label and product page
- If care instructions are not followed, we are not obliged to grant refunds, exchanges, or returns
- Proper care is customer's responsibility
- Failure to follow care guidelines voids eligibility for damage claims

COMMON CARE REQUIREMENTS:
- Hand wash or delicate cycle for delicate fabrics
- Avoid bleach unless specified
- Air dry or low heat tumble dry
- Iron on appropriate temperature settings
- Dry clean only for specified garments

Items damaged due to improper care are NOT eligible for return or refund.

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SECTION 6: NON-RETURNABLE ITEMS

The following items are non-returnable under any circumstances:

ALWAYS NON-RETURNABLE:
- Gift cards and store credit
- Downloadable digital products or software
- Items marked as "Final Sale" or "Clearance"
- Personalized or customized items (beyond standard custom items)
- Hygiene products that have been opened
- Perishable goods
- Intimate apparel (underwear, swimwear) if packaging is opened

CUSTOM ITEMS NON-RETURNABLE AFTER:
- 24 hours (without restocking fee)
- Production begins (non-refundable)
- Delivery (final sale except for defects)

Please review product description or contact customer support for clarification on specific items.

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SECTION 7: REFUND PROCESSING

Once your return is approved, here's what to expect:

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7A. REFUND METHOD

- Refund processed to original payment method used for purchase
- Credit card refunds: 5-10 business days to appear on statement
- PayPal refunds: 3-5 business days to PayPal account
- Other payment methods: 7-14 business days depending on provider

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7B. REFUND AMOUNT

STANDARD RETURNS (Full Approval):
- Refund covers cost of returned item(s)
- Original shipping fees are NON-REFUNDABLE
- Return shipping costs are customer's responsibility
- Refund reflects price paid minus any discounts that were applied

CUSTOM ITEMS (If Eligible):
- After 24 hours but before production: 75% refund (25% restocking fee)
- Defective items: Full refund of item cost
- Original shipping fees are non-refundable
- Any custom shipping/packaging fees are non-refundable

PARTIAL REFUNDS MAY BE ISSUED IF:
- Item shows signs of use or wear
- Item is missing components or accessories
- Item is not in original condition due to customer action
- Item packaging is significantly damaged (not shipping damage)
- Item returned after 30-day window (at our discretion)

NO REFUND ISSUED IF:
- Item returned without RMA number
- Item does not match return request
- Item is damaged due to customer misuse
- Return timeframe has expired
- Item is non-returnable category

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7C. REFUND TIMELINE

PROCESSING TIMELINE:
- Return received and inspected: 3-5 business days
- Refund initiated: Within 1-2 business days of approval
- Refund appears in account: 5-10 business days (varies by payment provider)

TOTAL TIME FROM RETURN SHIPPING TO REFUND:
- Typically 7-14 business days
- International returns may take 3-4 weeks
- Holidays and weekends may extend processing time

You will receive email confirmation at each stage:
1. Return received
2. Inspection completed
3. Refund approved/denied
4. Refund processed

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7D. REFUND TRACKING

- Check your email for refund confirmation (check spam folder)
- Check your payment account/credit card statement
- Contact payment provider if refund does not appear after stated timeframe
- Contact us at moselestoresdesk@gmail.com if you have questions

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SECTION 8: EXCHANGES

We currently do not offer direct exchanges.

EXCHANGE PROCESS:
1. Return your item following standard return process
2. Place a new order for the desired item
3. This ensures faster delivery of your preferred product

WHY THIS APPROACH:
- Faster turnaround time
- Ensures you get the item you want (not dependent on return processing)
- You receive order confirmation and tracking immediately
- Refund processed separately from new purchase

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SECTION 9: RESTOCKING FEES

Restocking fees apply in the following circumstances:

CUSTOM & HIGH-VALUE ITEMS:
- 25% restocking fee after 24-hour cancellation window
- Applies when cancelled before production begins
- Covers: design consultation, materials sourcing, administrative processing

STANDARD ITEMS:
- Generally no restocking fee for standard returns
- 15% restocking fee may apply if:
- Item returned without prior authorization (no RMA)
- Item returned after 30-day window (at our discretion)
- Item shows signs of use but is still resaleable
- Special order items that were ordered specifically for customer

We will always notify you of any restocking fees before processing your return.

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SECTION 10: INTERNATIONAL RETURNS

For customers outside the United States:

CUSTOMS AND DUTIES:
- Customer responsible for return shipping costs including customs fees
- Original customs duties and import taxes are non-refundable
- Return shipments may incur additional customs processing
- We cannot control customs clearance times or fees

RETURN SHIPPING:
- Use international trackable shipping method
- Declare accurate value on customs forms
- Mark package as "Returned Merchandise"
- Expect 2-4 weeks for international return transit

REFUND PROCESSING:
- Same refund policies apply
- Processing begins when item arrives at our facility
- Currency conversion rates at time of refund apply
- International payment processing may take 10-14 business days

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SECTION 11: DISPUTE RESOLUTION

Before initiating a chargeback or payment dispute:

REQUIRED PROCESS:
1. Contact us at moselestoresdesk@gmail.com with your concern
2. Provide us 14 business days to investigate and respond
3. Work with us in good faith to resolve the issue
4. Exhaust our internal resolution process first

WHY THIS MATTERS:
- Most issues can be resolved quickly through direct communication
- Chargebacks delay resolution and add administrative burden
- We maintain detailed records of all orders and communications
- Frivolous chargebacks may result in account termination

OUR COMMITMENT:
- We respond to all inquiries within 48 business hours
- We work in good faith to resolve legitimate concerns
- We provide documentation and evidence for all transactions
- We prioritize customer satisfaction while maintaining fair policies

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SECTION 12: CUSTOMER RESPONSIBILITIES

To ensure smooth returns process:

YOU AGREE TO:
- Review product descriptions and specifications before purchasing
- Inspect items promptly upon delivery
- Report any issues within specified timeframes
- Follow return process as outlined in this policy
- Provide accurate and honest information in return requests
- Package returns securely to prevent damage during transit
- Use trackable shipping methods for returns
- Maintain proof of return shipment
- Respond to our inquiries during return processing

FAILURE TO COMPLY:
- May result in return denial
- May result in partial refund
- May delay refund processing
- May affect future purchase eligibility

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CONTACT INFORMATION

For all return and refund inquiries:

Email: moselestoresdesk@gmail.com

SUBJECT LINE GUIDE:
- Returns: "Return Request - Order #[number]"
- Damage: "SHIPPING DAMAGE - Order #[number]"
- Defect: "DEFECT CLAIM - Order #[number]"
- Wrong item: "WRONG ITEM - Order #[number]"
- Missing items: "MISSING ITEM - Order #[number]"
- Custom orders: "CUSTOM ORDER - Order #[number]"
- Urgent matters: "URGENT - Order #[number] - [Issue]"

Please include your order number in all communications for faster processing.

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OUR COMMITMENT TO YOU

We strive to provide:
- Excellent customer service
- Fair and transparent return policies
- Quick response times to inquiries
- Good faith efforts to resolve issues
- High-quality products worth your investment

We will do our best to accommodate return requests within these guidelines while maintaining sustainable business practices.

Thank you for shopping with Moseles. We appreciate your business and your understanding of our policies.

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Last Updated: December 20, 2024

For the most current version of this policy, please visit our website.