Refund policy

Return & Refund Policy
Returns
In accordance with the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, without giving any reason.
You then have a further 14 days from the date you notify us of cancellation to return the goods.
To be eligible for a return, your item must be:
Unused and unworn
In the same condition as received
In its original packaging
Accompanied by proof of purchase
To request a return, please contact us at:
hello.mossypaws.co@gmail.com
Please include your order number in your message.
Returns sent without prior approval will not be accepted.
Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.
We recommend using a tracked shipping service for returns, as we are not responsible for items lost or damaged during return transit.
Returned items must show no signs of use beyond what is necessary to inspect their nature, characteristics, and function. If the value of the goods has been reduced due to handling beyond reasonable inspection, we reserve the right to deduct an appropriate amount from the refund.
Natural Gemstone Disclaimer
All Mossy Paws Crystal products are made using natural gemstones.
Variations in colour, pattern, inclusions, texture, and tone are natural characteristics of gemstones and are not considered defects.
Differences between product photographs and the actual item, including minor shade variations due to lighting or screen settings, do not qualify as faults.
Each piece is handmade and unique.
Non-Returnable Items
The following items cannot be returned unless faulty:
Custom-made or personalised products
Made-to-order crystal pieces
Gift cards
Sale items remain eligible for return under the statutory 14-day cancellation period unless otherwise stated.
Damages and Incorrect Items
Please inspect your order upon arrival.
If your item is defective, damaged, or incorrect, please contact us as soon as reasonably possible after delivery at:
hello.mossypaws.co@gmail.com
We may request photographs to assess the issue and resolve it promptly.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days.
Please note that your bank or card provider may require additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at hello.mossypaws.co@gmail.com.