Refund policy

At MOSS, every product undergoes strict quality checks before dispatch. If you experience an issue with your product, we're here to help. 

Returns 

MOSS does not offer returns or refunds once a product has been delivered and accepted by the customer. 

7-Day Replacement Policy 

If your product has a manufacturing defect or functional issue, you may request a replacement within 7 days of delivery. 

• Contact MOSS Customer Support within 7 days of delivery. 

• Share your order details and a description of the issue. Our support team may request photographs, videos, or perform basic troubleshooting to verify the issue. 

• If the replacement request is approved, a reverse pickup will be arranged (where service is available). 

• Once the returned product is received, it will be inspected by the MOSS technical team. • If a manufacturing defect is confirmed, a brand-new replacement unit will be dispatched. • If no manufacturing defect is found, the same product will be returned to the customer. 

Damaged or Incorrect Product 

If you receive a damaged, defective, incomplete, or incorrect product, please contact MOSS Customer Support within 24 hours of delivery with clear photographs or an unboxing video. Claims reported after 24 hours may not be accepted. 

Warranty Replacement 

For issues reported after 7 days of delivery but within the applicable warranty period, the product will be inspected by the MOSS technical team. If covered under warranty, the product will be repaired or replaced in accordance with the MOSS Warranty Policy. 

If the same model or colour is unavailable, MOSS may provide an equivalent product of equal value and similar specifications. The warranty will continue as per the previous product purchase date. 

Replacement Exclusions 

Replacement requests will not be accepted if: 

• No manufacturing defect is found after inspection. 

• The product has been damaged due to misuse, accidents, liquid exposure, electrical surges, or unauthorized repairs. 

• The request is made outside the applicable replacement or warranty period. 

MOSS reserves the right to approve or reject any replacement request based on the technical inspection of the product.