Return and Refund Policy

We want customers to be satisfied with purchases made from Murky Moss.

This policy explains how cancellations, returns, exchanges, damaged-product claims, and refunds are handled.

Nothing in this policy limits a consumer right that cannot legally be excluded.

1. Return Period

You may request a return within 14 calendar days after the order is delivered.

To qualify, you must contact us before the 14-day period expires.

Sending a product back without first contacting us does not guarantee that the return will be accepted.

2. Return Eligibility

To qualify for a standard return, a product must:

• Be unused

• Be unworn, where applicable

• Be unwashed

• Be in substantially the same condition in which it was received

• Include original packaging

• Include tags, accessories, manuals, and supplied parts

• Include proof of purchase or the order number

We reserve the right to reject a return if the product shows signs of use, damage, alteration, improper installation, missing parts, or misuse after delivery.

3. Non-Returnable Products

Unless the product was damaged, defective, incorrectly described, or supplied incorrectly, we generally cannot accept returns of:

• Gift cards

• Downloadable or digital products

• Personalized or custom-made products

• Products marked final sale or non-returnable

• Perishable goods

• Opened personal-care or hygiene products

• Intimate or sanitary goods

• Products with broken hygiene or security seals

• Hazardous materials

• Flammable liquids or gases

• Used or installed automotive products

• Products damaged through misuse or improper installation

• Products returned after the return period

• Products missing major components or original packaging

Applicable law may provide additional rights for defective products.

4. Damaged, Defective, Incorrect, or Missing Products

Inspect your order as soon as it is delivered.

Contact us within 48 hours after delivery when:

• A product arrives damaged

• A product is defective

• You receive the wrong product

• A product is missing from the shipment

• The shipment is materially different from the order

Email info@murkymoss.com and provide:

• Your full name

• Order number

• Description of the problem

• Clear photographs or video

• Photographs of the shipping package

• Photographs of the shipping label

• Any other information reasonably needed to review the claim

Keep the product and all packaging until we complete our review.

Depending on the circumstances, we may offer:

• A replacement

• An exchange

• A repair, where appropriate

• A partial refund

• A full refund

Murky Moss will pay reasonable return-shipping costs when a return is required because we sent an incorrect, damaged, or materially defective product.

5. Change-of-Mind Returns

For an eligible change-of-mind return:

• The customer is responsible for return-shipping costs.

• Original shipping and handling charges are not refundable.

• International customs duties and import taxes are not refundable by Murky Moss.

• The product must meet the eligibility requirements in this policy.

• The customer is responsible for the product until it reaches the approved return location.

We recommend using a trackable shipping method and retaining the shipping receipt.

We are not responsible for a customer return that is lost or damaged in transit.

6. How to Request a Return

Email info@murkymoss.com with the subject line:

Return Request – Order #[order number]

Include:

• Your name

• Order number

• Product being returned

• Reason for the return

• Relevant photographs, where applicable

• Whether you are requesting a refund or exchange

We will review the request and provide instructions if it is approved.

Do not send returns to the business address without receiving return instructions. Some products may need to be returned to a different fulfillment location.

7. Return Authorization

Approved returns may be issued a return authorization or other identifying information.

The authorization must be included with the return where instructed.

Unauthorized returns may be refused, delayed, or sent back to the customer.

Approval of a return request does not guarantee a refund if the returned product does not satisfy this policy.

8. Return Shipping

Customers are responsible for packaging returned products securely.

Where the return is due to a change of mind, incorrect size selection, accidental order, or another reason not caused by Murky Moss, the customer is responsible for return shipping.

Where the return results from our error or a verified product defect, we may:

• Provide a prepaid return label

• Reimburse reasonable approved return costs

• Arrange another return method

Do not purchase expedited return shipping unless we approve it in advance.

9. Inspection of Returned Products

Returned products will be inspected after receipt.

We may reduce or refuse a refund when:

• The product has been used beyond what is reasonably necessary to inspect it

• Parts or accessories are missing

• The product has been altered

• The product has been damaged after delivery

• Original packaging is missing

• The product was not packaged securely for return

• The returned product is different from the purchased product

We will notify you if a refund is approved, partially approved, or rejected.

10. Refund Processing

Approved refunds will be sent to the original payment method.

Please allow approximately 5–10 business days after refund approval for the refund to appear, depending on the payment provider or financial institution.

Murky Moss does not control processing delays caused by banks, card issuers, or payment services.

Unless required by law or the return resulted from our error:

• Original delivery charges are non-refundable.

• Return-shipping costs are non-refundable.

• Customs duties, brokerage charges, and import taxes are non-refundable.

11. Exchanges

Exchanges are subject to product availability.

The fastest method may be to return the original product and place a new order after the return is approved.

When a replacement product has a different price, the customer may be required to pay the difference, or we may refund the difference.

12. Sale and Clearance Products

Sale products may be returned under the same conditions unless they are clearly marked:

• Final sale

• Clearance—no returns

• Non-returnable

A product that is defective or materially different from its description may still qualify for a remedy under applicable law.

13. Order Cancellations

Contact info@murkymoss.com immediately to request cancellation.

We may cancel an order only before it enters processing, fulfillment, or shipment.

Once an order has shipped, it cannot be cancelled and must be handled as a return.

If we successfully cancel a paid order before shipment, the payment will be refunded to the original payment method.

14. Delivery Delays

Delivery dates are estimates unless expressly guaranteed.

If an order cannot be shipped within the promised period, or within the period required by applicable law where no shipping period was stated, we may provide:

• A revised shipping estimate

• An explanation of the delay

• An opportunity to continue waiting

• An opportunity to cancel the unshipped order for a refund

15. Undeliverable and Refused Packages

Customers are responsible for providing an accurate and complete delivery address.

When an order is returned because it was:

• Refused

• Unclaimed

• Sent to an incorrect customer-provided address

• Undeliverable because of missing address information

we may deduct actual shipping, return-shipping, and carrier charges from the refund where permitted by law.

Additional shipping charges may apply if the customer requests reshipment.

16. Lost or Stolen Packages

If tracking does not show delivery and the package appears lost, contact us so we can review the shipment with the carrier.

If tracking shows that the package was delivered, customers should first:

• Check the delivery location

• Ask household members

• Check with neighbors

• Contact the carrier

• Confirm the delivery address

We will reasonably assist with a carrier investigation, but a refund or replacement is not guaranteed when tracking confirms delivery to the address supplied during checkout.

17. Manufacturer Warranties

Some products may include a manufacturer warranty.

A manufacturer warranty is separate from this Return and Refund Policy and may require the customer to contact the manufacturer directly.

We will provide available purchase information reasonably required to support a valid manufacturer-warranty claim.

18. Chargebacks

Please contact us before starting a payment dispute or chargeback so we have an opportunity to investigate and resolve the matter.

This does not limit any lawful right to dispute an unauthorized or incorrect charge.

19. Policy Abuse

We may reject a claim or restrict future purchases where there is evidence of:

• Return fraud

• Product substitution

• Repeated false damage claims

• Wardrobing or temporary product use

• Abuse of promotional offers

• Chargeback abuse

• Other deceptive conduct

20. Contact Us

Return, refund, cancellation, and damaged-product requests should be sent to:

Murky Moss
5900 Balcones Drive, Suite 100
Austin, Texas 78731
United States

Email: info@murkymoss.com
Telephone: +44 7404 809301