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Return, Exchange and Refund Policy

 

Return & Exchange Validity Period
We offer a 30-day return and exchange window. You may request a return or exchange within 30 days from the date you signed for and received the goods. Requests made after this period will not be accepted.

Return & Exchange Conditions
We accept returns or exchanges under the following circumstances:

  • Appearance Issues: The product arrived with scratches, dents, or broken parts.

  • Quality Issues: The product has structural defects or functional failures.

  • Sensory or Aesthetic Defects: The product has a strong chemical odor or severe color difference compared to the website description.

  • Wrong Item Sent: The product received does not match the item ordered (incorrect model, size, or type).

  • No Reason (Change of Mind): You simply changed your mind or no longer want the item, provided it is unused.

Return Process

  • Contact Us: Please email solutions@mossvibers.com or call +1 (516) 941-7178 to submit a return request. You must provide your order number, proof of payment, the reason for the return, and relevant photos or videos showing the issue.

  • Approval: Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the specific return address.

  • Ship Back: You need to mail the product to the designated return address provided by us and wait for us to receive it.

  • Inspection & Refund: Upon receipt, we will immediately inspect the product to verify if it matches the situation you reported. If the inspection is passed, we will arrange your refund immediately. For more detailed information, please refer to the "Refund Process" policy.

Exchange Process

  • Contact Us: Please email solutions@mossvibers.com or call +1 (516) 941-7178 to submit an exchange request. You must provide your order number, proof of payment, the reason for the exchange, and relevant photos or videos.

  • Approval: Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the return address.

  • Ship Back: You need to mail the product to the designated return address and wait for us to receive it.

  • Inspection & Reshipment: Upon receipt, we will immediately inspect the product. If the inspection is passed, we will arrange for the new item to be shipped within 1-3 business days. The estimated delivery time for the new item is 5-15 business days. For more details on shipping, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be returned to the original bank card account (Visa, MasterCard) used for payment.

  • Processing Time: Depending on the processing efficiency of different banking institutions, we expect the refund to arrive in your account within 1-5 business days. If you have not received it after this time, please contact us.

Fees Rules

  • We Cover Shipping: If the return/exchange is due to appearance issues, quality issues, odors, severe color differences, or wrong items sent, we will bear the shipping costs.

  • You Cover Shipping: If the return/exchange is for "No Reason" (change of mind), you are responsible for the return shipping costs.

Return Label
For your convenience, a return label is included inside every package we ship. You may use this label to facilitate your return process.

Disclaimer
We are not responsible for damages resulting from failure to follow the assembly instructions, misuse, modification, or improper maintenance of the outdoor furniture. We are not liable for packages lost or delayed due to incorrect shipping addresses provided by you during checkout. Please ensure your shipping details are accurate.

Order Cancellation
You may cancel your order free of charge before the product has been shipped. If you wish to cancel after the product has been shipped, you must wait to receive the package and then follow the "No Reason" return process. In this case, you will be responsible for the return shipping fees.

Item Condition Requirements
To qualify for a return (especially for "No Reason" returns), the item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging. For outdoor furniture, please ensure all parts are disassembled and packed securely to prevent damage during transit.

Contact Us
If you have any questions or need assistance, please contact us via the following information:

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)