Return & Refund Policy

Effective Date: July 13, 2026

At MossArtum, every piece is handcrafted with great care. We want you to feel confident when ordering from us, so this policy explains how returns, refunds and cancellations are handled.

Custom & Commissioned Artworks

Most MossArtum artworks are created specifically for each customer. Because these pieces are made to your individual specifications or are clearly personalised, they are not eligible for cancellation, return or refund once production has begun, in accordance with applicable EU and Bulgarian consumer protection laws. If you wish to change or cancel a custom order before production starts, please contact us as soon as possible. We will do our best to accommodate your request whenever possible.

Ready-Made Products

If you purchase a standard, non-personalised product from our website, you have the right to withdraw from your purchase within 14 days of receiving the item. To exercise this right, please contact us at mossartum@gmail.com before the 14-day period expires. Returned items should be handled only as necessary to inspect them and should be returned in appropriate condition, preferably in their original packaging. Unless otherwise required by law, the customer is responsible for the cost of return shipping.

Damaged or Incorrect Orders

Please inspect your order upon delivery. If your artwork arrives damaged, defective or different from what you ordered, please contact us as soon as reasonably possible, preferably within 48 hours, at mossartum@gmail.com and include: • your order number; • photographs of the artwork; • photographs of the shipping packaging; • a short description of the issue. We will work with you to resolve the matter through repair, replacement or refund, where appropriate. Natural Materials Our artworks are made from natural wood, preserved moss and other natural materials. Variations in wood grain, colour, texture and other natural characteristics are part of the uniqueness of each handcrafted piece and are not considered defects.

Contact

DS Bulgaria Ltd. UIC: 202366272 Mladost 2, Block 260, Entrance 3 1799 Sofia, Bulgaria Email: mossartum@gmail.com