Refund & Return Policy

Last Updated: August 2025

At Mossara Farms, we want you to feel confident and happy with every purchase. Because our products include live plants, we have crafted this Returns & Refunds Policy to balance customer satisfaction with the special care requirements of living items. Please read carefully before making a purchase.

1. Eligibility for Returns

  • Customers may request a return within 14 days of delivery.

  • To be eligible, items must be in original condition, unused, and in their original packaging.

  • Plants must be returned healthy and undamaged. We cannot accept plants that have been neglected, improperly cared for, or exposed to unsuitable conditions.

2. Non-Returnable Items

The following items cannot be returned:

  • Gift cards and digital products.

  • Sale items or discounted products (unless damaged in transit).

  • Plants showing signs of neglect, misuse, or poor care after delivery.

  • Any item not returned in its original condition, packaging, or beyond the 14-day return period.

3. Damaged or Defective Items

  • If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

  • Provide your order number and clear photos of the damaged product and packaging.

  • After review, we will offer a replacement, store credit, or refund depending on the situation.

4. Refund Process

  • Once your return is received and inspected, we will notify you via email whether your refund is approved.

  • If approved, refunds are issued to your original payment method within 5–10 business days, depending on your bank or payment provider.

  • If your refund is delayed beyond 10 business days, please first check with your bank or card issuer before contacting us.

5. Exchanges

  • Exchanges are only available for plants that arrive damaged or defective.

  • Requests must be submitted within 48 hours of delivery with photo evidence.

  • We do not currently offer exchanges for preferences (e.g., changing your plant choice after delivery).

6. Return Shipping

  • Customers are responsible for the cost of return shipping unless the return is due to our error (wrong or defective item).

  • To ensure safe return, we recommend using a trackable shipping service and keeping your shipping receipt.

  • Mossara Farms is not responsible for items lost or damaged during return transit.

7. Cancellations

  • Orders may be canceled within 12 hours of placement by contacting our support team.

  • Once an order has been processed or shipped, it cannot be canceled, but you may still request a return under this policy.

8. Exceptions for Living Plants

  • Please note that live plants may experience minor cosmetic imperfections (such as slight leaf yellowing, minor soil displacement, or natural growth variations) due to transit. These are not considered defects and are not eligible for refunds.

  • Refunds and replacements will only be issued for plants that arrive severely damaged, unhealthy, or unfit for growth.

9. How to Start a Return

To initiate a return or refund request, please contact our support team with:

  1. Your order number

  2. Photos of the product (and packaging if damaged)

  3. Reason for the return

Email: help@mossarafarms.store

10. Contact Information

If you have any questions regarding this Returns & Refunds Policy, please reach out: