Returns & Refunds

Last updated: October 2026

We want your plant and you to be happy with every order. If something isn't right, here's exactly how returns, refunds and replacements work at Moss Pole Shop.

30 days to return unused items Damaged or wrong item? We replace it or refund you, and you pay nothing to send it back.

Returns at a glance

Situation	Time limit	Return shipping	What you get
Changed your mind (item unused)	30 days from delivery	Paid by you	Refund of the item price
Arrived damaged or defective	7 days from delivery	Free, or no return needed	Replacement or full refund
Wrong item sent	7 days from delivery	Free	Correct item or full refund

What can be returned

Moss poles, extensions, kits and accessories that are unused, not soaked or planted, and in their original packaging
Starter kits with all their parts included

What can't be returned

Moss poles or moss that have been watered, planted or used with a plant
Opened sphagnum moss refill packs (natural plant material)
Items marked as final sale

These limits don't apply if an item arrived damaged, defective or wrong; we'll always make that right.

How to start a return

Email support@mosspoleshop.com with your order number and the item you'd like to return. For damaged or wrong items, add a photo of the item and the box.
We'll reply within 1-2 business days with the return address and next steps. Please don't send items back without contacting us first.
Pack the item securely in its original packaging and ship it with tracking.

Refunds

Once your return arrives and we've checked it, we'll email you and refund the item price to your original payment method within 3 business days. Depending on your bank or card, it can take another 5-10 business days to appear on your statement.

Original shipping charges and return shipping costs aren't refundable, unless the return is because of our mistake or a damaged item. If your order had free shipping and a return brings it under $49, the remaining items keep their free shipping.

Exchanges

Want a different size or product? Email us and we'll arrange it. The quickest way is usually to return the unused item for a refund and place a new order for the one you want.

Lost or delayed packages

Packages that are lost, stuck in transit or marked delivered but missing are covered in our shipping policy.

Questions about a return? Contact us at support@mosspoleshop.com and we'll reply within 1-2 business days.