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Returns & Exchange Policy

At  Moss™ we are passionate about the products we carry and take great pride in selecting and carrying quality brand named products that can be used for a lifetime.  If you are not completely satisfied with your product, for any reason, we offer an easy hassle-free full refund return or exchange policy.  Please read below for complete details.

Online Return Policy:

For online returns,  Moss™ offers a  30-day full refund or exchange on all online purchases made.  All items considered for refund or exchange must be returned in "as new" unopened condition, free of visible marks, scratches or defects, complete with all packaging materials.  All returns or exchanges are subject to inspection and return approval by an  Moss™ team member.  Please note ALL shipping fees are not refundable.

For In-store and Online We do Not accept for refund or exchange the following products:

  • Special Orders
  • Discounted or Sale Items of 50% off MSRP or more
  • Items marked as Final Sale
  • Items that have been used
  • Items not in their original packaging
  • Seasonal items
  • Food or perishable items
  • All shipping charges, brokerage fees, insurance and any charges for return back to us

Any online purchases, purchased by you, need not have a receipt as all your details are safe and secure with us.  All online orders may be returned in-store.  You’ll be asked for phone number used when placing the web order, which will be used to confirm you original purchase.  If you order was processed via PayPal and returned in-store, an  Moss™ credit note is the only refund option available in-store.  If phone number is not known then a receipt must accompany return for a refund.

Refunds or exchanges are not permitted after the allowable return period.  All purchases after 30 days are considered a final sale.  See warranty section for warranty related items.

Web Order - Damaged in Shipping: It is highly recommended that you inspect the product(s) upon delivery for visible damage and/or breakage.  Damage claims or product shortages must be made within 5 days of receipt of delivery by emailing  mossdanforth@mossgardenhome.ca.  Goods must be returned in original packaging. If your shipment was damaged in transit, we will gladly send you a replacement. In the event that an exact replacement is unavailable, we will offer an alternative product with similar features. If you do not want the alternative product, we will gladly give you a refund for your original purchase when we receive the return of your original product. Any product(s) returned must follow our Exchange / Return Policy.  Contact  Customer Service to proceed. If you receive damaged merchandise, please take the following action:

  1. Keep all of the packaging materials, box, and damaged items.  Carrier may need to inspect the package.
  2. Take photos of the damaged item and any damage to the shipping box.
  3. Send us an email about the damage; include description and photos of damage.
  4. Please be sure to include your full name, web order number and phone number used for the purchase.
  5. Be patient.  We will issue a full refund or ship out a replacement item as soon as merchandise is returned to us.

Web Order Returns or Exchanges Customer Procedure: Items purchased online follow the same return policy as items purchased in-store. You can return / exchange item(s) purchased online by visiting one of our stores or by mailing the item(s) at your cost back to  Moss™.  All shipping costs in returning your product to  Moss™ are your responsibility. If your order was shipped to you under our "free shipping" offer then our actual shipping cost will be deducted from your refund.  Shipping, duty, brokerage and insurance charges are non-refundable; however, we will refund your original shipping cost if the return is a result of our error. For questions regarding returns and exchanges, please email us at  mossdanforth@mossgardenhome.ca at anytime.  Please note that shipping, delivery, and handling fees are non-refundable.  When shipping items back we highly recommend that you insure the return shipment. The shipping address for returned items is:

 

Moss™ 544 Danforth Ave

Toronto, ON M4K 1P8

 

Please send all returns securely wrapped, as we cannot return or exchange items that arrive damaged due to poor packaging.

 

Gift Cards:

Moss™ gift cards cannot be returned for a refund and cannot be redeemed for cash.

Gift Receipts:

If you have received a gift and it was accompanied by a gift receipt, at  Moss™ we will only exchange or issue an  Moss™ gift card on returns.

Moss™  Gift Registry In-Store or Online Returns:

Purchaser:

For items purchased off of an  Moss™ gift registry may be returned by original purchaser for a full refund within  30-days of event date or  30-days from purchase date whichever is greater.  Please see return policy above for exceptions and procedures.

Recipient:

Recipient has up to  60 days from event date or  30 days from purchase date for an exchange.  If recipient is not satisfied we will issue an  Moss™ gift card on returns.  A gift receipt must accompany return.  Please see return policy above for exceptions and procedures.

Price Adjustments to our Own Products:

Moss™ prides itself in always trying to pass on savings to our customers and from time-to-time suppliers sends us cost price updates or a better price has been negotiated on an item.  If you see we have lowered the price on an item you purchased within  7 days of your original purchase, we will offer you a one-time price adjustment on your purchase, providing you acknowledge it with the original sales receipt.

Price Matching:

If you find a lower price on an identical In-Stock item from any local retailer, we’ll match their current selling price.

Price Match is available only with proof of current, local advertised retail price for identical in-stock items.  The competitor's price must be in effect at the time of the Price Match request and within  7 days of original purchase.  The item must be the identical brand, model and must be new and factory sealed.  The pricing offer must pertain to the GTA and be in-stock at the competitor's local store.  The Price Match cannot be combined with any other offer or store promotion.

To request a Price Match, present us with proof of a competitor’s lower price for an identical in-stock item.  Once a Moss™ team member verifies that the item is in-stock and available for sale at the lower price, you will receive your credit.

We Do Not Price Match the following:

  • Special Orders
  • Items advertised with limited or minimum quantities available
  • Internet pricing offers valid only online
  • Retailers that require paid memberships or loyalty programs
  • Store opening specials
  • Coupons, free or bonus offers, going out of business or liquidation prices, volume discount pricing or mail-in rebates and BOGO promotions

Promotion and Coupon Usage Guideline: A coupon and promotional code can only be used towards non-sale items and cannot be combined with any other promotions or specials.  Coupons and Promotions cannot be used towards orders already placed.  If an item is being returned for refund and your purchase doesn’t meet the promotional or special offer requirement, the amount will be added back.

To prevent abuse, we reserve the right to discontinue or modify special offers at any time without notice.

Abandoned Items:

Items that have not been picked up from our stores within 90 days of the transaction date will be considered abandoned and will be donated to charity.  We will attempt to contact you a minimum of 3 times within the 90 day period before we deem an item abandoned.

Manufacturer Warra nties:

At  Moss™ we stand behind what we carry and will take care of all manufacturer warranties on your behalf.  Please note that all items should be cleaned and well-maintained; abused or improper cared for items will VOID warranty.  Household items used in a commercial setting will also void warranty.  Warranty clarification can be discussed at time of purchase or email us at  mossdanforth@mossgardenhome.ca with any questions.

Within 90 days of Purchase Date:

If the item is defective we can exchange it to you free of charge within 90 days of purchase date.  Item must be returned at your cost to assess the situation.  If deemed defective we will reimburse you your out-of-pocket shipping cost and send you a new replacement product at no charge.

After the 90 days but within a Year of Purchase Date:

If the item is defective we can exchange it.  It is your responsibility to ship the item to us.  We will send it back to the manufacturer on your behalf and if deemed defective they will replace the product.  We will then ship the item back to you at no charge.  Warranty replacement is at the discretion of the manufacturer.

After a Year from Purchase Date:

If your item is defective after a year from date of purchase, it is your responsibility to ship the item to us with a $56.50 cheque made payable to  Moss™.  This fee is to cover shipping charges to and from the manufacturer and shipping charges back to you.  Should you like to pick-up the item in store the fee is $34.50; which is the cost of the item to send to the manufacturer and back only.  Warranty replacement is at the discretion of the manufacturer.

Please note turnaround time for warranty items can be at minimum 8 weeks from receipt to us.  Should a manufacturer repair or replace an item the original date of purchase is still to be used as the warranty date and not date of replacement.

Returns from the United States:

Currently we only ship to Canada and the United States.  Returns can be done from the United States following the same return policy above.  Warranties are void when shipped across the border and purchaser must take care of all manufacturer warranty dealings.

Refund amounts for returned items will be credited in original Canadian dollars as charged, however please note exchange rate may fluctuate depending on the exchange rate at time of refund.

Changes to Orders or Cancelling of Orders:

At  Moss™ we strive to get your orders out as soon as possible.  Because your order is processed quickly, there is a limited period of time that you will be able to change or cancel your order.  The best is to call us immediately at 416-462-9898 and speak to one of our team members.

If your order has already shipped, please see return policy above.

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