Refund policy
At Moonmoss Reliquary LLC, each order is carefully prepared, packaged, and inspected before beginning its journey to you. Because much of my treasures are handmade, naturally occurring, limited, or one-of-a-kid, slight variations in color, shape, size, pattern, texture, and appearance are to be expected.
Damaged or Defective Items:
Refund requests may be submitted within 30 days of purchase for items that arrive damaged or defective.
To request a refund, please contact me with your order information and clear photographs of the items, packaging, and any visible damage. This allows me to review the issue and, when applicable, address damage that may have occurred during shipping.
Approved refunds will be issued to the original payment method. Depending on your financial institution, processing times may vary.
Items That Do Not Qualify For Refund
1. Refunds or returns are not accepted due to personal preference, including dissatisfaction with an item's:
- Color or shade
- Shape
- Size or dimensions when accurately stated in the listing
- Natural markings, inclusions, textures, or variations
- Minor differences between the received item and product photographs that are consistent with handmade or natural nature of the product
Please review product descriptions, measurements, photographs, ingredients, materials, and other provided details carefully before purchasing. If more details are needed, please reach out to me and I will provide any clarifications.
2. Custom & Personalized Orders
Custom-made, personalized, and made-to-order items are Final Sale and are not eligible for return, exchange, or refund, except when an item arrives damaged or there has been an error on our part.
Custom orders, involve an approval process before final payment is captured, allowing you the opportunity to review and approve the design or details of your piece. Once approval has been given and production begins, the time, materials, and labor required to create the order cannot be recovered.
3. Natural & Handmade Variations
Many Moonmoss Reliquary LLC pieces incorporate natural materials, including crystals, stones, herbs, botanicals, wood, shells, and other naturally occurring elements. Variants in color, pattern, size, texture, clarity, inclusion, and are not considered defects or damage.
Shipping Damage
If your order arrives damage, please photograph the shipping package, packing materials, shipping label, and damaged item before discarding anything. The photographs may be required to process your claim.
Damage should be reported as soon as reasonably possible after delivery.
Incorrect or Missing Items
If you receive an incorrect item or something is missing from your order, please contact me as soon as possible so I can review the order and make it right.
Final Sale & Consumable Items
1. For safety and hygiene reasons, opened or used bath, body, fragrance, herbal, botanical, or other consumable products cannot be returned.
2. Gift Cards and items specifically marked Final Sale are non-refundable except where otherwise require by law.
Order Cancellations
If you need to cancel an order, please contact me as soon as possible. Orders that have already entered production, been customized, packaged for shipment, or shipped may not be eligible for cancellation.
Refund Processing
If a refund is approved, it will be returned to original payment method. Original shipping charges are non-refundable unless the refund is a result of an error by Moonmoss Reliquary LLC or otherwise required by law.
Moonmoss Reliquary LLC reserves the right to review refund requests individually and may request photographs or additional information before approving a refund.
Nothing in this policy is intended to limit any rights or remedies available to you under applicable law.