Refund policy

Returns & Refund Policy – MosseaLab

1. Right of Withdrawal (Cooling-Off Period)

 

You have the right, under Article 16 of EU Directive 2011/83, to return the product you purchased within 14 days of receiving it, without giving any reason.

 

• To exercise your right of withdrawal, contact us within 14 days at help.mossealab@gmail.com, including your order number and the reason for the request.
• You then have an additional 14 days to return the product after notifying us of your

 intention.

Exceptions (non-returnable items):

 

• Perishable goods (e.g. food, flowers, plants)

 

• Custom-made or personalized items

 

• Sealed hygiene products (e.g. beauty) once opened

 

• Flammable liquids, hazardous materials, gift cards

 

2. Return Conditions

Your return will be accepted if:


• The product has not been opened or used

• The security seal is intact


• It is returned in its original packaging


For hygiene and safety reasons, we do not accept returns of opened or used products.

 

3. Shipping Costs

Return shipping costs are the responsibility of the customer, unless otherwise stated before purchase.

 

4. Return Label & Instructions

If your return is approved, you will receive via email:

 

• A prepaid return shipping label and

 

• Instructions on how and where to send the parcel Items sent back without prior authorization will not be accepted.

 

5. Refunds

  • Once we receive and inspect your return, we will notify you of the outcome. If approved, the refund will be issued within 10 business days via the original payment method.

 

  • Please note that your bank or credit card issuer may take additional time to process and post the refund.

 

  • If more than 15 business days have passed since approval, contact us at mossealabshopify@gmail.com.

 

6. Legal Warranty (Defects & Damages)

 

You are entitled to a minimum 2-year legal guarantee for defective or non-conforming products.

 

If you receive a defective, damaged, or incorrect item, inspect your order immediately and contact us with photos or details.

 

We will offer a repair, replacement, or full refund as appropriate.

 

7. Replacements

If you wish to exchange an item:

 

• Return the incorrect item (after approval)

 

• Place a new order for the desired item

 

8. Hygiene & Safety Conditions

For hygiene and safety reasons, we do not accept returns of opened or used products.

 

9. Contact

For questions or issues: 📧 help.mossealab@gmail.com

 

10. Legal Information & Transparency

• EU consumers are entitled to non-waivable rights: 14-day withdrawal period and a
2-year legal warranty

 

• If we fail to inform you correctly, the withdrawal period is extended to 1 year

 

• All prices, taxes, and fees must be clearly disclosed at checkout with no hidden
charges

 

• No pre-ticked boxes for additional services are allowed at checkout

 


11. Jurisdiction

This policy complies with EU law and applies to customers within the EU. Contracts with non-EU customers will be governed by the applicable law of their jurisdiction.