Refund and Return Policy: Our Commitment to Your Satisfaction

30-Day Satisfaction Guarantee

At Moss Theory LLC, we stand behind every product we sell. Whether you purchased a Men’s Shirt, a cozy Women’s Sweatshirt or Sweatpants, a stylish Women’s Jacket or Coat, or breathable Women’s Shorts, your happiness is our business. If for any reason you are not completely satisfied with your purchase, we are here to make it right.

We offer a 30-day return policy from the date of delivery. This gives you ample time to try on your items, inspect the quality, and decide if they meet your expectations. Unlike many online retailers that offer only 14 days or charge restocking fees, Moss Theory LLC believes in a fair, transparent, and customer-first approach.

This document explains everything you need to know: what can be returned, what cannot, how to start a return, how refunds are processed, what happens with exchanges, and your rights regarding damaged or defective items. Please read carefully. If you have any questions after reading, our customer service team is ready at seller06.etw@gmail.com or by phone at +84943423971.

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Quick Summary (For Skimmers)

Before diving into the legal details, here is the TL;DR version:

• Return Window: 30 calendar days from the date your order is delivered.

• Condition: Items must be unworn, unwashed, undamaged, with all original tags attached.

• Non-Returnable Items: Final sale items, underwear (not sold by us, but noted), gift cards, and items damaged by customer misuse.

• Return Shipping Cost: Customer pays for return shipping unless the item is defective or we made an error.

• Refund Processing Time: Within 24 hours after we receive and inspect the return; bank posting takes 3-7 business days.

• Exchanges: Free exchange for size or color (subject to availability). We ship the new item immediately upon receiving your return.

• International Returns: Customer pays return shipping to our US warehouse. Customs fees are non-refundable.

• Wrong or Damaged Item: We cover all return shipping and send a replacement immediately. Email us with photos.

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Section 1: Eligibility for Returns

To qualify for a refund or exchange under our standard policy, your item must meet ALL of the following conditions.

Condition 1: Within 30 Days of Delivery

The 30-day clock starts on the date your tracking number shows “Delivered.” If your package was delivered on June 1st, you have until July 1st to initiate a return. We use the timestamp of your return request email or the postmark on the return package. If the 30th day falls on a weekend or US federal holiday, you have until the next business day.

Proof of Delivery: We rely on the carrier’s scan (USPS, UPS, DHL). If tracking shows “Delivered” but you did not receive the package, do not file a return. Instead, contact us immediately at seller06.etw@gmail.com for a missing package investigation. We will either replace the item or issue a refund under our shipping guarantee (see Shipping Policy).

Condition 2: Unworn and Unwashed

We accept returns only for items that are in original, sellable condition. This means:

• No visible wear: No deodorant stains, makeup marks, pet hair, or outdoor dirt.

• No washing or dry cleaning: Once you wash an item, it cannot be returned. Wash tests are for you to keep the item or not. If you are unsure about fit, do not wash before trying.

• No alterations: You have not hemmed, tailored, or modified the garment in any way.

Why this matters: Hygiene and resale value. Many of our products, especially Women’s Sweatshirts and Sweatpants, are made of soft fabrics that absorb odors and stains easily. We cannot resell a worn or washed item. Returns that arrive with evidence of wear will be rejected and sent back to you at your expense.

Condition 3: Original Tags Attached

Every Moss Theory product comes with a branded tag or a removable size sticker. These tags must still be attached to the garment. Do not remove tags until you have decided to keep the item. If tags are missing or detached, we cannot process a refund. The only exception is if the tag caused skin irritation (rare); in that case, include a note explaining.

Condition 4: Original Packaging (Recommended but Not Required)

While we prefer that you return the item in the original poly mailer or box, it is not mandatory. You may use any sturdy package. However, please ensure the return address is clearly written and that the package is sealed properly to prevent damage during transit. If the item is damaged due to poor packaging on your return, we reserve the right to reduce the refund amount.

Condition 5: No Strong Odors

We reserve the right to reject returns that smell of cigarette smoke, perfume, cologne, cooking oil, mold, or any other strong odor. Our warehouse team at 117 S Lexington St Ste 100, Harrisonville, MO 64701 inspects every return. If an odor is detected, we will photograph the item and email you. You may choose to have it returned to you (at your cost) or donate it and receive no refund.

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Section 2: Non-Returnable Items (Exclusions)

For legal and hygiene reasons, certain categories cannot be returned. Please review this list carefully before purchasing.

Note on Final Sale: Products marked “Final Sale” or “Clearance” will be labeled as such on the product page. These are typically end-of-season items, samples, or overstock. By purchasing final sale, you agree that no returns, refunds, or exchanges will be accepted. Please double-check size charts before buying final sale.

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Section 3: How to Initiate a Return (Step-by-Step)

Returning an item to Moss Theory LLC is simple. Follow these steps carefully to avoid delays.

Step 1: Contact Us for a Return Authorization (RA)

Do not send any package back without first receiving a Return Authorization (RA) number. Unauthorized returns may be rejected or delayed.

Email seller06.etw@gmail.com with the subject line: “RETURN REQUEST – Order # [Your Order Number]”

In the email body, provide:

• Your full name.

• Order number (found in your Stripe receipt or confirmation email).

• The item(s) you wish to return (e.g., “Women’s Sweatshirt, size M, color Heather Grey”).

• The reason for return (e.g., “Too small,” “Don’t like color,” “Damaged seam”).

• Whether you want a refund, store credit, or exchange (if exchange, specify new size/color).

Attach photos if the return is due to damage or defect.

Step 2: Receive RA Number & Return Instructions

Within 24 hours (often sooner), we will reply with:

• A unique RA number (format: MTR-XXXXXX).

• Our return shipping address (same as our physical address: 117 S Lexington St Ste 100, Harrisonville, MO 64701, but we may provide a different PO box for returns – follow the email).

• A link to a printable return label if you choose to use our discounted shipping (cost deducted from refund). Or you may use any carrier of your choice.

Important: Write the RA number clearly on the outside of your package. Use a permanent marker. Without the RA number, our warehouse may not know who the return belongs to, causing delays.

Step 3: Pack the Item Securely

• Fold the item neatly.

• Place it in a poly mailer or box.

• Include a printed copy of your RA email (optional but helpful).

• Seal the package with strong packing tape.

Step 4: Ship the Return

You have two shipping options:

Option A – Use our prepaid label (recommended for convenience):

• We will email you a USPS or UPS label.

• The cost of the label (typically $6.99 to $9.99 depending on weight) will be deducted from your refund.

• Drop off at any USPS post office or UPS drop-off point.

Option B – Ship on your own (recommended for international or large orders):

• Use any carrier (USPS, FedEx, UPS, DHL).

• Ship to: Moss Theory LLC Returns, 117 S Lexington St Ste 100, Harrisonville, MO 64701, USA.

• Keep your receipt and tracking number. We are not responsible for lost returns shipped without tracking.

Step 5: Wait for Inspection & Refund

Once your return arrives at our warehouse, allow 3-5 business days for inspection (often less). You will receive an email confirmation when we process your refund or exchange. See Section 5 for refund timing.

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Section 4: Exchanges – Free Size or Color Swap

We know that sizing can be tricky, especially with Women’s Sweatshirts (which run slightly relaxed) or Men’s Shirts (which are tailored fit). Instead of forcing you to go through a refund and repurchase, we offer direct exchanges for a different size or color of the same product.

Exchange Eligibility

• Same product title (e.g., exchange a Women’s Classic Hoodie for a different color or size).

• Request made within 30 days of delivery.

• Original item is unworn, unwashed, with tags.

• Desired size/color is in stock at the time of your request.

How Exchange Works

1. Follow the same RA process as a return, but in your email state: “EXCHANGE: Current size M for size L in same color.”

2. We will authorize the return and simultaneously reserve the new size/color for you.

3. Ship back the original item (you pay return shipping unless it was our error).

4. Once we receive and inspect the original item, we ship the exchange item at no additional shipping cost to you (domestic USA only). For international exchanges, you pay return shipping and we pay to send the new item.

Exchange Limitations

• We only exchange for the same product. You cannot exchange a Women’s Sweatshirt for a Women’s Jacket. That would be a return and new purchase.

• If the desired size is out of stock, we will inform you and offer a refund or store credit instead.

• Expedited shipping for exchanges is not available; standard shipping applies.

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Section 5: Refund Processing – How and When You Get Your Money Back

Once we approve your return, we initiate the refund through Stripe within 24 hours. However, the time it takes for the money to appear in your account depends on your payment method and financial institution.

Refund Method (Same as Original Payment)

Refunds are always issued back to the original payment method used at checkout. We cannot refund to a different card or bank account.

Note: If you paid with a gift card (from us) plus a credit card, any refund will first go to the gift card balance, then the remaining to the credit card.

Partial Refunds & Deductions

The following situations may result in a partial refund (less than the full purchase price):

• Return shipping cost (if using our label): Deducted from refund (typically $6.99-$9.99).

• Original shipping charges: Non-refundable unless the return is due to our error (damaged or wrong item). Standard shipping fees are not refunded because the shipping service was already performed.

• Missing tags or packaging damage: Up to 20% deduction if we cannot sell the item as new.

• Stains or odors: Up to 50% deduction or rejection of return.

You will receive an itemized explanation via email before any deduction is applied.

No Restocking Fee

Unlike many online retailers that charge 15-20% restocking fees, Moss Theory LLC charges zero restocking fee. We believe in fairness. You pay only for return shipping if you changed your mind.

Refund for Gift Purchases

If you received a Moss Theory product as a gift and wish to return it, we will issue a store credit to the gift recipient (you), not a cash refund to the original purchaser. Please email us with the order number and indicate it is a gift return. Store credit never expires.

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Section 6: Damaged, Defective, or Wrong Items

We take quality control seriously. Every item is inspected at our warehouse at 117 S Lexington St before shipping. However, mistakes can happen. If you receive a product that is damaged, defective, or simply not what you ordered, we will make it right at no cost to you.

What Qualifies as Damaged or Defective?

• Manufacturing defects: Loose buttons, broken zippers, unraveling seams, misprinted logos, dye bleeding.

• Shipping damage: Tears, crushed packaging that damaged the garment, water damage from transit.

• Wrong item: You ordered a Women’s Sweatshirt size M but received a Men’s Shirt size L.

• Missing parts: Jacket missing a hood drawstring, shorts missing a pocket button.

What is NOT considered defective?

• Slight variation in color between the product photo and actual item (monitor settings vary).

• Normal fabric shedding for fleece products (first wash resolves).

• Fit issues (“too tight” is not a defect – that is a sizing choice).

How to Report a Problem

1. Do not wear, wash, or alter the item.

2. Within 7 days of delivery, email seller06.etw@gmail.com with:

   • Subject: “DAMAGED/WRONG ITEM – Order #XXXX”

   • Clear photos of the damage or the wrong item next to the packing slip.

   • Your preference: replacement or refund.

3. We will reply within 12 hours with a prepaid return label (at our expense).

4. Ship the item back in any packaging. Do not pay for shipping.

5. Once we receive the return (or even before, if photos are conclusive), we will immediately ship a replacement or issue a full refund including original shipping costs.

Expedited Replacement

If you need the item urgently (e.g., a coat for an upcoming trip), we may ship the replacement before receiving the damaged item back, provided you send clear photos. This is at our discretion and requires a valid tracking number for the return.

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Section 7: International Returns (Customers Outside the USA)

Moss Theory LLC ships worldwide, and we accept returns from international customers. However, the process is different due to customs, longer transit times, and higher shipping costs.

Return Window for International Orders

Same 30 days from delivery. But we recommend initiating your return as soon as possible because international shipping can take 2-4 weeks.

Return Shipping Cost

International customers must pay for return shipping to our US warehouse. We do not provide prepaid labels outside the USA. Use a carrier that offers tracking and insurance (e.g., DHL, FedEx, or your local postal service with international tracking). The cost is typically $15-$40 depending on weight and country.

Customs and Duties

When you return an item, write “RETURNED GOODS – NO COMMERCIAL VALUE” on the customs form. If you do not, your package may be held by US Customs, and we may be charged import duties. In that case, we will deduct the duty amount from your refund. To avoid this, clearly mark the package as a return.

Refund Amount for International Returns

Your refund will include:

• The product price (in USD at the exchange rate Stripe used originally).

• Any taxes you paid to us (we refund US sales tax if applicable).

Your refund will not include:

• Original international shipping fee (that service was rendered).

• Return shipping cost.

• Any customs duties you paid to your country (those are collected by your government, not us).

• Currency conversion losses (your bank may charge you to convert USD back to your local currency).

If We Made an Error (International)

If we sent you the wrong item or a defective product, we will cover return shipping costs up to $25 (reasonable international return shipping). Email us first. We will provide a return label if possible, or reimburse you via PayPal after we receive proof of shipping costs.

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Section 8: Late Returns & Exceptions

We strictly enforce the 30-day policy to maintain fairness to all customers. However, we understand that life happens. Here are our guidelines for late returns.

Returns Received After 30 Days (31-45 days)

We may accept the return but issue store credit only (no cash refund), minus a 20% late processing fee. The store credit will be for 80% of the product value. No returns accepted after 45 days under any circumstance except verified medical emergencies or military deployment (with documentation).

Lost in Return Transit

If you ship a return using your own carrier and the package is lost, we cannot issue a refund unless you provide proof of delivery to our address. Always purchase tracking and insurance. If you use our prepaid label (domestic only), we assume responsibility once the carrier scans the package. Lost returns on our label are fully refunded after we file a claim.

Refund for Unauthorized Returns

If you ship an item back without a Return Authorization (RA) number, we will hold the package for 30 days. We will email you requesting the RA. If you do not respond, the item will be donated and no refund issued.

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Section 9: Return Policy for Each Product Category (Specific Notes)

Different products have unique considerations. Please read the notes relevant to your purchase.

Men’s Shirts

• Fit note: Our men’s shirts are tailored fit (slimmer through the torso) unless labeled “Classic Fit.” If you prefer a looser fit, order one size up.

• Wrinkle-resistant shirts: These use a special finish. Do not iron directly on the finish. Returns accepted only if unworn.

• Return rate: Less than 5% for this category – customers love the quality.

Women’s Sweatshirts & Sweatpants

• Pilling: Fleece fabrics may experience light pilling after washing. This is normal and not a defect. Use a fabric shaver. Returns for normal pilling will be rejected.

• Shrinkage: Follow wash instructions (cold water, tumble dry low). If you hot wash and hot dry, the garment may shrink. That is not our responsibility.

• Oversized fit: Many sweatshirts are intentionally oversized. Check the product description for “relaxed fit.” If you prefer a snug fit, size down.

Women’s Jackets & Coats

• Insulation: Our coats are filled with either polyfill or lightweight down alternative. Some settling of fill is normal. Fluff the coat before requesting a return.

• Zipper care: Test zippers gently. If a zipper breaks within the first 30 days due to manufacturing, we replace. If you forced it, that is wear and tear.

• Sizing: Jackets are sized to fit over layers. If you plan to wear thick sweaters underneath, order your normal size; if only a t-shirt, consider sizing down.

Women’s Shorts

• Lining: Some shorts have built-in liners. Liners are considered intimate apparel and cannot be returned if the seal on the liner bag is broken (if applicable). For non-lined shorts, standard policy applies.

• Stretch fabric: Our denim shorts have 2% spandex. They will stretch slightly with wear. Try them on over underwear (not bare skin) for hygiene.

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Section 10: Legal & State-Specific Disclosures

Moss Theory LLC operates from 117 S Lexington St Ste 100, Harrisonville, MO 64701 and complies with Missouri and federal consumer protection laws, including the Magnuson-Moss Warranty Act (which governs written warranties). Our return policy is a voluntary offering, not a warranty, but we honor it consistently.

No Implied Warranty Waiver

Nothing in this return policy waives your implied warranty of merchantability under Missouri law. If a product is fundamentally unfit for its purpose (e.g., a winter coat that provides no warmth), you may have additional legal rights. Contact us and we will resolve.

Dispute Resolution

Any dispute related to returns or refunds shall first be attempted to be resolved via email or phone (contact seller06.etw@gmail.com or +84943423971). If unresolved, jurisdiction lies in Cass County, Missouri. This does not affect your right to file a complaint with the Federal Trade Commission (FTC).

California Residents (Civil Code § 1798.102)

We do not charge restocking fees. If you believe we have violated California’s return policy laws (e.g., misrepresenting final sale items), please contact us directly.

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Section 11: Frequently Asked Questions – Returns & Refunds

We have compiled the most common questions received at seller06.etw@gmail.com to save you time.

Q1: Can I return an item I bought on sale?

A: It depends. Standard sales (10-30% off) are returnable under the 30-day policy. “Final Sale” or “Clearance” items (typically 40%+ off) are non-returnable. Check the product page for “Final Sale” text.

Q2: I lost my packing slip. Can I still return?

A: Yes. You do not need the packing slip. Just include a piece of paper with your name, order number, and RA number. Email us first to get the RA number.

Q3: How do I return a gift I received?

A: Email us with the order number (ask the gift giver). We will issue store credit to you (the recipient) for the current value of the product. No cash refunds for gifts.

Q4: Do you accept returns from military APO/FPO addresses?

A: Yes. However, return shipping from APO/FPO addresses may take 4-6 weeks. Your 30-day return window is based on the delivery date to your APO, not the date it reaches our warehouse. We will honor returns as long as the postmark is within 30 days of APO delivery.

Q5: I received a refund but it’s less than I expected.

A: Check your email for a refund breakdown. Likely we deducted return shipping or original shipping. If not, email us and we will review.

Q6: Can I return multiple orders in one package?

A: Yes, but you must have separate RA numbers for each order. Write all RA numbers on the outside of the package. Without RA numbers, processing will be delayed.

Q7: What if my return is rejected?

A: If your return fails inspection (worn, washed, missing tags), we will email you a photo and explanation. You have 14 days to pay for return shipping to have the item sent back to you. If you do not respond, the item will be donated and no refund issued.

Q8: Do you offer price adjustments if the item goes on sale after I buy?

A: Yes, within 7 days of purchase. Email us with your order number and the new lower price. We will refund the difference as store credit. Not applicable to final sale items.

Q9: Can I return a product after wearing it once if I don’t like the fit?

A: No. “Worn once” means it has been used. We cannot resell worn items. Please try on items carefully without removing tags or wearing for extended periods.

Q10: How do I track my return status?

A: You can reply to your RA email thread. We update the status when the return arrives and when the refund is processed. Allow 3-5 business days after delivery to our warehouse for inspection.

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Section 12: Our Promise to You

Moss Theory LLC is a small but growing brand. We do not have the resources of Amazon or Walmart, but we have something more valuable: a genuine commitment to each customer. We read every return email personally. We have been known to approve returns that technically fall outside the 30-day window for loyal customers. We also have the right to refuse returns from customers who abuse the policy (e.g., repeatedly returning worn items).

If you ever feel that our return policy has treated you unfairly, please escalate to management at the same email. We will listen.

Final reminder: Before requesting a return, consider whether the issue could be resolved with a partial refund, store credit, or a replacement part. Sometimes a lost button can be replaced without returning the whole shirt. We are flexible.

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Contact Us for Return Assistance

Email: seller06.etw@gmail.com
Phone: +84943423971 (weekdays 10 AM – 4 PM Central Time)
Return Address (after obtaining RA):
Moss Theory LLC – Returns
117 S Lexington St Ste 100
Harrisonville, MO 64701
USA

Please do not send returns without an RA number. Unauthorized returns will be refused.

Thank you for shopping at mosstheory.online. We appreciate your business and are committed to making every return as painless as possible.

Moss Theory LLC – Quality you can trust, returns you can count on.