Returns Policy
Return Eligibility
To qualify for a return or exchange, items must be:
- Unworn, except for a brief try-on for fit;
- Unwashed;
- Unaltered;
- Free from stains, odors, pet hair, lotion, deodorant, or other signs of use;
- In their original condition;
- With original tags attached, where applicable.
Original packaging is preferred whenever reasonably possible.MossiBaby reserves the right to decline a return if an item shows signs of wear, washing, misuse, damage, or handling beyond what is reasonably necessary to inspect or try on the product.
Free U.S. Returns
- For eligible orders delivered within the United States, MossiBaby provides one complimentary prepaid return shipping label per order when the return request is submitted within the 45-day return period.
- If multiple separate return labels are requested for the same order, additional return shipping costs may be deducted from the applicable refund.
- Original shipping charges and expedited shipping fees are non-refundable unless the return is the result of an error by MossiBaby or the product arrived defective, damaged, or incorrect.
- For returns outside the United States, return shipping costs are generally the customer's responsibility unless the product is defective, damaged, or incorrect.
Exchanges
- Eligible non-personalized products may be exchanged within 45 days of delivery, subject to availability.
- For eligible U.S. orders, MossiBaby offers one complimentary size exchange per order.
- Exchange items must meet the same eligibility requirements that apply to returns.
- Because our prints and sizes may sell out quickly, we cannot guarantee that the requested replacement item will remain available while your return is in transit.
- If the requested replacement is unavailable, we may issue a refund to the original payment method or store credit if requested by the customer.
- Color, print, or style changes may be processed as a return followed by a new purchase rather than a direct exchange.
Wrong Size or Change of Mind
Eligible standard, non-personalized items may be returned or exchanged within 45 days if the selected size does not fit, you selected the wrong size, you changed your mind, or you prefer another eligible product. All return-condition requirements still apply.
Personalized & Custom Products
- Personalized and custom-made products are final sale and generally cannot be returned or exchanged.
- This includes products personalized with names, initials, dates or birthdays, custom text, customer-submitted photographs, pet photographs, custom graphics, custom prints, or artwork.
- Please carefully review all personalization information before completing your purchase.
Customer Submission Errors
We cannot provide a refund or free replacement where an item was produced correctly according to the information submitted by the customer, including misspelled names, incorrect capitalization, incorrect dates, wrong photographs, low-resolution or poor-quality uploaded images, incorrect size selection, or other incorrect customization details.
MossiBaby Production Errors
- If we produce your personalized product incorrectly compared with the customization information submitted in your order, please contact us. Examples include incorrect spelling caused by us, an incorrect image or print, the wrong product or size shipped, a manufacturing defect, or a material printing defect.
- Where confirmed, MossiBaby will provide an appropriate replacement or refund at no additional cost.
Final Sale Items
- Products clearly marked “Final Sale” at the time of purchase cannot be returned or exchanged unless they arrive defective, damaged, or incorrect.
- A product being discounted does not automatically make it Final Sale. Unless specifically marked Final Sale, regular sale and promotional items remain eligible under this policy.
- Gift cards are non-refundable except where required by law.
Damaged, Defective, Missing, or Incorrect Items
- Please inspect your order promptly after delivery.
- If an item is damaged, defective, missing, or incorrect, please contact us at hello@mossibaby.com, preferably within 7 days of delivery.
- Please include your order number, a description of the issue, and clear photographs showing the product and issue where applicable.
- If MossiBaby confirms that the item is defective, damaged, missing, or incorrect, we will cover the reasonable cost of resolving the issue. Depending on the circumstances, we may provide a replacement, refund, or another appropriate resolution.
- Please contact us before returning a damaged or incorrect item. In some cases, returning the product may not be necessary.
Normal Fabric and Print Variations
- Minor variations may occur between products because of fabric characteristics, printing methods, production batches, cutting, and placement of printed patterns.
- Slight differences in print placement, color appearance, fabric texture, measurements, or pattern alignment do not necessarily constitute manufacturing defects.
- Normal wear caused by friction, repeated washing, improper laundering, or ordinary use is not considered a manufacturing defect.
Promotional Bundles and Discounts
- If your order qualified for a discount because of a bundle, quantity promotion, or minimum purchase amount, returning part of the order may affect the refund amount.
- If the remaining items would no longer qualify for the original promotion, the refund may be adjusted to reflect the promotional terms applicable to the items retained. Any adjustment will not exceed the value of the promotional discount originally received.
Free Gifts
- If an order included a free gift based on a qualifying purchase amount or promotion and the return causes the order to no longer qualify, the promotional gift should also be returned unused.
- If the gift is not returned, its stated promotional value may be deducted from the refund where permitted by law.
Starting a Return or Exchange
- Please contact hello@mossibaby.com and include your order number, name, the item(s) you would like to return or exchange, and the reason for the request.
- Once approved, we will provide return instructions and, where applicable, a prepaid return shipping label.
- Do not send products to the registered office of Mossi Studio Limited unless MossiBaby customer service specifically instructs you to do so. Unauthorized returns or products sent to an incorrect address may not be accepted.
Return Shipment
After receiving return authorization, please send the package within 7 days. Please securely package your items and retain your return tracking information until the return is completed.
Refund Processing
- Once your return is received, we will inspect it. Approved refunds will generally be processed within 5 business days after inspection and issued to the original payment method.
- Your bank, credit card issuer, PayPal, Shop Pay, or other payment provider may require additional time to post the refund. MossiBaby does not control payment-provider processing times.
- There is no restocking fee for eligible returns.
Returned-to-Sender Orders
- Orders returned because of an incorrect or incomplete address supplied by the customer, refused delivery, failure to collect the package, or other customer-related delivery issues may be refunded after the package is received and inspected.
- Original shipping costs and carrier return charges may be deducted where permitted by law. Personalized products remain non-refundable unless otherwise required by applicable law.
Return Policy Abuse
- MossiBaby reserves the right to limit or refuse returns in cases involving suspected fraud, excessive or abusive return activity, repeated use and return of merchandise, or misuse of this policy.
- Nothing in this policy limits mandatory consumer rights under applicable law.
Contact
- MossiBaby
- Operated by Mossi Studio Limited
- Hong Kong SAREmail: hello@mossibaby.com