Return Policy

Return and Refund Policy

Effective Date: September 13, 2026

At Mossdew, operated by Pure Foem INC, we carefully select and deliver kitchen and household products intended for practical everyday use.

If your order arrives damaged, defective, incomplete, or incorrect, please contact our customer-support team at support@mossdew.com. This Return and Refund Policy explains the circumstances in which a return, replacement, or refund may be available.

1. Standard Return Policy and Final-Sale Notice

Except where mandatory consumer law provides otherwise, purchases completed through Mossdew are considered final sale.

We do not ordinarily accept voluntary returns or exchanges for reasons such as:

  • Changing your mind after delivery.

  • Ordering the wrong size, color, quantity, or product.

  • No longer wanting or needing the item.

  • Minor differences in color caused by screen or lighting settings.

  • Minor measurement differences disclosed on the product page.

  • Damage caused by misuse, improper cleaning, normal wear, accidental damage, or failure to follow product instructions.

We will review claims involving:

  • Products damaged during transportation.

  • Manufacturing defects.

  • Incorrect products.

  • Missing products or components.

  • Other circumstances where a remedy is required by applicable law.

Nothing in this policy limits any statutory right that cannot legally be waived.

2. Mandatory Consumer Rights

Some jurisdictions provide consumers with mandatory cancellation, return, conformity, warranty, or refund rights. Those rights apply regardless of the final-sale language in this policy.

For example, where applicable law grants a cooling-off or withdrawal period for online purchases, you may notify us within the legally required period. For many consumers in the European Economic Area or United Kingdom, this period is generally 14 days after receiving the goods, subject to statutory exceptions.

Where a mandatory change-of-mind return right applies:

  • Contact us before returning the product.

  • Return the product within the period required by applicable law.

  • You may be responsible for return shipping costs where permitted by law.

  • Products should be returned complete and should not be handled beyond what is reasonably necessary to inspect their nature, characteristics, and function.

  • We may deduct a lawful amount for diminished value caused by excessive handling.

  • Certain personalized, perishable, or sealed hygiene-related products may be exempt where permitted by law.

Refunds under mandatory withdrawal rights will include any amounts required by applicable law. We may wait to issue the refund until we receive the returned goods or acceptable evidence that they have been sent, where the law permits.

3. Inspecting Your Order

Please inspect your parcel and products promptly after delivery.

If an item is damaged, defective, incorrect, or incomplete, contact us within 7 calendar days of delivery whenever reasonably possible. Prompt reporting allows us to preserve carrier evidence and resolve the claim more efficiently.

The seven-day reporting request does not shorten or eliminate any longer claim or warranty period provided by mandatory law.

4. Submitting a Claim

Email support@mossdew.com with the subject line:

Return Claim – Order [Your Order Number]

Include the following information:

  • Your order number.

  • The email address used during checkout.

  • Your full name.

  • A clear description of the damage, defect, missing component, or fulfillment error.

  • Clear photographs or video showing the issue.

  • A photograph of the external packaging.

  • A photograph of the shipping label.

  • Photographs of all products received if an item is missing or incorrect.

Please keep the product, accessories, manuals, original packaging, and shipping materials until we complete our review.

Do not destroy, discard, repair, alter, or return the product before receiving instructions from us.

5. Claim Assessment

Our support team reviews each claim individually. We may request additional photographs, videos, product details, packaging information, or other reasonable evidence.

Depending on the circumstances, product availability, and applicable law, an approved claim may be resolved through:

  • A replacement product.

  • Replacement of a missing component.

  • A partial refund or credit accepted by the customer.

  • A full refund.

  • Another remedy required by applicable law.

A partial refund will not replace a full remedy where applicable law requires a repair, replacement, cancellation, or full refund.

6. Approved Return Procedure

Do not return any item until you have received written authorization and return instructions from Mossdew.

If a physical return is required, our support team will confirm:

  • That the return has been approved.

  • Which products must be returned.

  • The return deadline.

  • Packaging requirements.

  • The correct return address.

  • Whether a prepaid label or shipping reimbursement is available.

  • Any reference information that must be placed inside or on the parcel.

A return authorization applies only to the products identified in the approval email.

7. Authorized Return Address

Only returns approved in writing by Mossdew should be sent to the following address:

Mossdew Authorized Returns
Attn: Martha Jane Thompson
892 East 6895 South, Unit 2
Midvale, UT 84047
United States

This is a return-processing address and is not the corporate address of Pure Foem INC.

Receiving an unauthorized parcel at this address does not constitute acceptance or approval of the return.

8. Return Shipping Costs

For a verified damaged, defective, incorrect, or incomplete order, Mossdew will provide return instructions. If we require the product to be returned, we may provide a prepaid return label or reimburse reasonable, previously approved return-shipping costs where appropriate or legally required.

Do not purchase return shipping without first receiving our written instructions if you expect reimbursement.

For an authorized change-of-mind return required by applicable law, the customer may be responsible for return postage where the law permits and where the customer was properly informed.

Original shipping fees, expedited delivery charges, customs duties, VAT, and import charges will be handled according to applicable law and the circumstances of the claim. Customs charges paid directly to government authorities may need to be reclaimed from the relevant customs authority.

9. Return Packaging and Condition

When a return is authorized, the product should be packaged securely and returned with all available components, accessories, manuals, and original packaging.

Unless the product was received defective or damaged, returned items should not be:

  • Used beyond reasonable inspection.

  • Washed or altered.

  • Contaminated by food, liquids, chemicals, odors, or other substances.

  • Missing parts or accessories.

  • Damaged through improper use or inadequate return packaging.

We recommend using a trackable shipping method and keeping the shipping receipt until the return is completed.

10. Refund Processing

Approved refunds will be issued to the original payment method whenever reasonably possible.

After a refund has been issued, please allow approximately 7–12 business days for it to appear in your account. The exact posting time depends on your bank, card issuer, payment provider, and currency-processing network.

Original processing or posting delays by financial institutions are outside our direct control.

If the original payment method is no longer available, contact us so we can determine whether another lawful refund method is possible.

11. Replacements and Exchanges

We do not ordinarily offer general merchandise exchanges.

Approved replacements may be provided for products that:

  • Arrive damaged or defective.

  • Are incorrect.

  • Have missing components.

  • Require replacement under applicable law.

Replacement availability depends on inventory. If an approved replacement is unavailable, we may provide a refund or another appropriate remedy.

12. Unauthorized Returns

Do not send products to the Pure Foem INC company address or the authorized return address without prior written approval.

Parcels returned without authorization may be:

  • Refused by the receiving location.

  • Returned to the sender.

  • Delayed while we attempt to identify the order.

  • Ineligible for reimbursement of unauthorized shipping costs.

We cannot guarantee a refund, replacement, or credit for a parcel that cannot be identified, is sent to the wrong location, or is returned contrary to our written instructions. This section does not override mandatory consumer rights.

13. Missing and Lost Shipments

A parcel with temporarily inactive tracking is not automatically considered lost.

For shipments with no tracking movement for more than seven consecutive calendar days, contact support@mossdew.com so we can request a carrier investigation.

If a carrier confirms that a parcel was lost before delivery, the matter will be handled under our Shipping Policy and applicable consumer law.

14. Packages Marked as Delivered

If tracking indicates that a parcel was delivered but you cannot locate it, please:

  1. Check your mailbox, parcel locker, building reception, delivery area, and other secure locations.

  2. Ask household members, neighbors, or building staff whether they accepted the parcel.

  3. Verify the delivery address shown in your order.

  4. Contact the carrier for delivery information.

  5. Contact Mossdew if the parcel remains missing.

We will review the available evidence and assist with a carrier investigation where appropriate.

15. Order Cancellations

Return requests are different from order-cancellation requests.

Requests to cancel or modify an order should be submitted within 12 hours after purchase. Cancellation cannot be guaranteed after warehouse processing has started or the order has been dispatched.

Send cancellation requests to support@mossdew.com with the subject line:

Urgent: Order Cancellation

Include your order number and checkout email address.

16. Fraudulent or Abusive Claims

We may reject claims supported by altered evidence, false statements, repeated abuse, or other fraudulent conduct.

We may also restrict future transactions when reasonably necessary to protect customers and our business. Legitimate consumer complaints and legally protected rights will not be denied solely because a customer previously submitted a claim.

17. Policy Changes

We may update this Return and Refund Policy to reflect changes in our products, business practices, or legal requirements.

Updates will be posted on this page with a revised effective date. Changes will not reduce rights that already apply to a completed purchase unless permitted by law.

18. Customer Support and Company Information

For return requests, claims, or questions about this policy, contact:

  • Brand Name: Mossdew

  • Support Email: support@mossdew.com

  • Direct Telephone: +1 801-867-0219

  • Customer Service Hours: Monday–Friday | 9:00 AM–6:00 PM (EST)

  • Operating Company: Pure Foem INC

  • Company Address: 124 Kingsley Ave, Pueblo, CO 81005, United States

Authorized Return Address

Mossdew Authorized Returns
Attn: Martha Jane Thompson
892 East 6895 South, Unit 2
Midvale, UT 84047
United States
Telephone: +1 801-867-0219

Returns must receive written authorization before shipment.