Refund Policy

Return & Refund Policy – MOSS Toronto

At MOSS Toronto, we aim to provide our customers with exceptional service and a smooth shopping experience. Our return and refund policy is designed to ensure your satisfaction, under the conditions outlined below.

Responsibility for Return Shipping

  • Consumer-caused returns: Customers are responsible for return shipping fees, based on the shipping method they choose.

  • Company-caused issues: If the goods are defective, damaged, or incorrect due to our error, customers are not required to bear return shipping fees.

100% Return Guarantee on New Items

We offer a full return guarantee on all new items, excluding promotional sale items. Items purchased on sale are final and cannot be returned or exchanged.

No Refunds for Sale Items

Items purchased during a sale are considered final sale and cannot be returned or exchanged, even in cases of incorrect sizing.

Return Shipping Costs

Customers are responsible for shipping costs of returns, unless the item is defective or incorrect. MOSS Toronto does not reimburse additional costs incurred during the return process.

Return Notification Deadline

All returns must be requested within 30 days of receiving your order. Requests after this period will not be accepted.

No Exchanges for Sale Items

Sale items cannot be exchanged, regardless of sizing. Please ensure you select the correct size before completing your purchase.

Full Guarantee on Defective Items

We provide a full refund or exchange for any items found to be defective due to manufacturing faults. Please contact us to arrange the return or replacement.

How to Start a Return

To initiate a return, email us at info@mosstoronto.com. Once your return is approved, you will receive detailed instructions to complete the process.

Return Form Requirement

All returns must include a completed return form. Returns without a return form cannot be processed.

Discretionary Refunds

While our 30-Day Money Back Guarantee reflects our commitment to customer satisfaction, it does not override the final sale status of discounted items. MOSS Toronto reserves the right, at its sole discretion, to issue a partial refund as a goodwill gesture in exceptional cases. Such decisions are made on a case-by-case basis and do not modify our refund policy or establish precedent.

Restocking Fee

All returns (excluding defective or incorrect items) are subject to a restocking fee of €15 per item. This amount will be deducted from your refund to cover inspection, repackaging, and processing costs.
If the item is defective, damaged, or incorrect, the restocking fee does not apply.

Final Note

At MOSS Toronto, we’re committed to ensuring your satisfaction. By following our return and refund policy, we ensure all returns are processed fairly and efficiently. For any questions or concerns, contact our customer support at info@mosstoronto.com.