Skip to main content
The new store look is live! 🎉
SECURE PACKAGING
PACKED WITHIN MAX. 24H
FAST SUPPORT
hello@moss-moss.eu
hello@moss-moss.eu
Wishlist
Products in the cart: 0. See details
Your cart is empty

Returns and complaint

RETURNING THE GOODS

  1. Please consult our brief guide regarding deliveries and returns.

  2. Request your return via our dedicated returns form.

  3. You will receive an email with the return instructions and the return address.

 

COMPLAINTS

PBTO Sp. z o.o., as the Seller, is responsible for the conformity of the Goods with the contract in accordance with applicable consumer protection law.

If the Goods you receive are damaged, incomplete, do not correspond to your order or are otherwise not in conformity with the contract, you may submit a complaint.

Complaints may be submitted by e-mail to:

hello@moss-moss.eu

To help us process your complaint efficiently, we recommend providing:

  • your order number;
  • a description of the problem;
  • information about the remedy you are requesting;
  • photos of the Goods, if they may help us assess the issue;
  • photos of the packaging, if the damage may have occurred during transport.

Providing photographs may help us process the complaint more efficiently, but failure to provide them does not limit the Consumer's statutory rights where applicable law does not require such evidence.

We will respond to a Consumer complaint within 14 days of receiving it.

If the Goods are not in conformity with the contract, the Consumer is entitled to the remedies provided for by applicable consumer protection law.

The costs associated with bringing Goods into conformity with the contract are borne by the Seller to the extent required by applicable law.

NATURAL PRODUCTS

Many products available at moss-moss.eu are made from real dried, preserved or otherwise naturally derived plant materials.

Due to their natural origin, individual products may vary slightly in shape, size, structure, shade, colour intensity or arrangement.

Colours may also appear differently depending on screen settings, lighting conditions and the characteristics of natural materials.

Minor differences resulting from the natural characteristics of the materials do not limit the Customer's statutory rights in the event of an actual lack of conformity of the Goods with the contract.

OUT-OF-COURT DISPUTE RESOLUTION

A Consumer may use out-of-court methods of handling complaints and pursuing claims in accordance with applicable law.

In particular, Consumers may seek assistance from the competent consumer ombudsman, consumer protection organisations or other competent consumer dispute resolution bodies.

The use of out-of-court dispute resolution procedures is voluntary unless otherwise provided by applicable law.

 

CONTACT


PBTO Sp. z o.o.
ul. Stanisława Wyspiańskiego 13
43-400 Cieszyn
Poland

hello@moss-moss.eu