Return Policy

Returns & Refunds

Made to Order — No Standard Right of Withdrawal

Every MossArtum piece is handmade to order and, in most cases, personalized to your chosen dimensions, wood type, or moss design.

Under Article 16(c) of EU Directive 2011/83/EU (Consumer Rights Directive), and the corresponding provisions of the Bulgarian Consumer Protection Act, the statutory 14-day right of withdrawal does not apply to goods that are made to the consumer's specifications or are clearly personalized.

Therefore, all MossArtum orders are final and non-refundable once production has begun.

Before Production Begins

If you need to cancel or change your order, you may do so within 24 hours of placing it, provided production has not yet started. Contact us immediately at mossartum@gmail.com.

Defective or Damaged Goods

While our pieces are non-refundable by nature, your statutory rights remain fully protected:

• If the piece arrives damaged in transit, notify us within 48 hours with photos. We will repair or replace it at our expense.
• If the piece has a manufacturing defect (e.g., loose moss, structural issue), you are entitled to repair, replacement, or a proportionate price reduction under Bulgarian CPA Articles 112–115.
• Claims must be made within 2 years of delivery for defects, or within 48 hours for transit damage.

Contact

For any concerns about your order, reach us at mossartum@gmail.com. We aim to respond within 2 business days.