Refund policy

Last updated: September 26, 2026

We want you and your plants to love your ModuMoss kit. If something isn’t right, here’s how we’ll make it right.

30-Day Returns

You may return unused items in their original condition and packaging within 30 days of delivery.

To be eligible, items must be unused, clean, and free of soil, moss, water or plant material. For hygiene reasons, we can’t accept returns of items that have been filled with moss or used with a plant, unless they are defective.

Because every kit is printed to order in the colors you choose, please double-check your selections before ordering.

How to Start a Return

You can request a return yourself, no email needed:

Sign in to your account with the email address you used at checkout, and open the order.
Choose Request return, select the items and a reason, and submit.
We’ll review your request and email you the return instructions and return address. Items sent back without an approved return request can’t be accepted.
Pack the items securely and ship them back. We recommend a trackable shipping service; we aren’t responsible for returns lost in transit.

If you have trouble with your account, email support@modumoss.com with your order number and we’ll start the return for you.

Return Shipping and Restocking Fee

For returns that aren’t due to our error or a defect:

You pay the return shipping, and original shipping charges are not refundable.
A 10% restocking fee is deducted from the refund of the returned items.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or not what you ordered, let us know within 7 days of delivery, through a return request in your account or by email, with photos of the item and packaging. We’ll send a free replacement part or kit, or issue a full refund if a replacement isn’t possible. There is no restocking fee and no return shipping cost in these cases.

Exchanges

The fastest way to get a different size or color is to return the original item and place a new order. If you’d like help with an exchange, contact us and we’ll do our best.

Cancellations

You can cancel your order for a full refund within 1 hour of placing it, straight from the order in your account. Choose Cancel order.

After the first hour, your order goes into our print queue and the self-serve cancel option closes. If you need to cancel after that, email us right away. We’ll cancel it if printing hasn’t started yet, but we can’t guarantee it. Once printing has started, the order can’t be cancelled, but you can still return it under this policy.

Refunds

Once we receive and inspect your return, we’ll email you to confirm the refund. Approved refunds, less any restocking fee, go back to your original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the refund.

If more than 15 business days have passed since we approved your return and you haven’t received your refund, please contact us.