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Cancellation Policy

 

Thank you for purchasing outdoor sofa sets, sofa sets, and outdoor storage products from Mossvibers (hereinafter referred to as "we" or "us"). We are committed to providing you with an efficient online shopping experience. Please read the following cancellation policy carefully.

Order Cancellation Conditions
We understand that circumstances may change. Our cancellation conditions are as follows:

  • Unshipped Orders (Within 48 Hours): If you wish to cancel an order within 48 hours of placing it and the order has not yet been shipped, you may request a direct cancellation.

  • Shipped Orders or Orders Over 48 Hours: If more than 48 hours have passed since you placed the order, or if the order has already been shipped (even if within 48 hours), the order cannot be cancelled. In this scenario, please wait for the logistics carrier to deliver the package, and then contact us to initiate the return and refund process. For more detailed information, please refer to our Return and Refund Policy.

Order Cancellation Process
To initiate a cancellation, please follow these steps:

  • Contact our customer service team immediately via email at solutions@mossvibers.com or by phone at +1 (516) 941-7178. In your communication, please provide your Order Number and valid Proof of Payment.

  • Our customer service team will process your application immediately upon receipt. Once approved, we will inform you of the result and arrange for the refund at the first opportunity.

Refund Instructions

  • Method: Once the cancellation is successfully processed or the return is confirmed, the refund will be issued back to the original bank card (Visa, MasterCard) account used for the payment.

  • Processing Time: Depending on the processing efficiency of different banking institutions, we expect the refund to appear in your account within 1-5 business days.

  • Overdue Refunds: If you have not received your refund after this period, please contact us immediately for assistance.

Order Modification and Address Accuracy
Please ensure that your shipping address and order details are correct before completing the payment. While we will assist with cancellations as outlined above, we cannot guarantee that changes to the shipping address or product details can be made once the order processing has begun, even if the order has not yet shipped. If an order is delivered to an incorrect address provided by you, we are not responsible for the loss.

Cancellations Initiated by Us
We reserve the right to cancel orders for reasons including but not limited to stock unavailability, system errors, or inability to process payment. If we cancel your order, we will notify you immediately and issue a full refund to your original payment method.

Contact Us
If you have any questions regarding this policy, please contact us:

Address: 301 ASHWOOD LN, EASLEY, SC 29640-2548, United States
Phone: +1 (516) 941-7178
Email: solutions@mossvibers.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)