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We want our customers at MOSS GROTTO to love what we do! If you would like to return or exchange your item/s we are happy to process a store credit or exchange for you within 14 days of purchase.

CREDIT NOTES: We require a copy of your credit note with an attached QR code to process all credit notes. Credit notes have an expiration of 3 years from the date of your original purchase and cannot be redeemed for cash. A credit note can also be used to shop at our MOSS GROTTO online store by simply entering your QR code stated on your credit note.

 REFUND & EXCHANGE:  Our refund and exchange policy is strictly 14 days from the date of purchase. You can also contact us direct by emailing  mossgrotto@gmail.com detailing the issue with the product.You then have 7 days to return/post back the item from the date of response and with the approval by Moss Grotto. All items to included a copy of your receipt of purchase. We do not refund for change of mind, unless the item is faulty.

*The returned items must be unworn, unwashed and in otherwise unused condition, with all labels and tags attached.

*The returned items must not be earrings, books, sale and stock clearance items unless faulty 

*The cost of the return shipping costs for exchanges and other returns is at the customer’s expense, unless deemed faulty. Moss Grotto cannot be responsible for goods damaged using a postage method which provides tracking or insurance for items in transit.

Faulty items: Once you have deemed yourself eligible to return your item/s, please email us at  mossgrotto@gmail.com with your name and receipt number in the subject box.Items will be refunded (if faulty) or exchanged on approval from the manufacturer and if possible a replacement will be issued. We cannot guarantee your exchange item will be in stock or available once your return has been processed and if there is a price difference on your exchange we will contact you.We will do our very best to make sure you are happy with the outcome.

ALL SALE ITEMS ARE FINAL. We do not accept returns on sale items or returns of any book titles.

RETURNS. Under Australian Consumer Law we are not required to provide a refund if you change your mind or make the wrong selection. If an item fails to meet consumer guarantee, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law. The remedy you’re entitled to will depend on whether the issue is major or minor.

If your item is faulty, please email us directly at mossgrotto@gmail.com for instructions on returning your item/s.

Refunds will only be processed if the item has been deemed faulty.

If you have any questions, please do not hesitate to contact us at mossgrotto@gmail.com

moss grotto

All returns to be posted to: