Refund Policy

At MossBlocks, we are committed to providing you with high-quality vibracrete and cement products, accompanied by excellent customer service. We understand that occasionally circumstances may necessitate a refund or return. Please review our comprehensive refund and return policy below to understand your rights and obligations when making a purchase from us.

1. Eligibility for Refund:

• You may be eligible for a refund if:
  • The product you received is defective, damaged, or significantly different from what was described on our website.
  • The product is returned to us in its original condition within the specified timeframe.
• We do not offer refunds for change of mind or incorrect product selection.

2. Initiation of Refund/Return:

• To initiate a refund or return, please contact our customer service team within 7 days of receiving your order. You can reach us via email at [customer service email] or by phone at [customer service phone number].
• Provide your order number, a detailed description of the issue, and any supporting evidence such as photographs of the damaged product.
• Our team will review your request and notify you of the eligibility for a refund or return within 2 business days.

3. Refund Process:

• If your refund request is approved, we will initiate the refund process.
• Refunds will be issued to the original payment method used for the purchase.
• Please allow 5-7 business days for the refund to reflect in your account, depending on your bank or payment provider.

4. Return Process:

• If a return is approved, you will be provided with instructions for returning the product to us.
• You are responsible for the cost of returning the item unless it was received in a defective or damaged condition.
• Products must be returned in their original packaging and in the same condition as when received.

5. Breakage During Transit:

• We understand that some breakage may occur during transit. Therefore, we allow for up to 5% breakage of the total order quantity.
• Please inspect your order upon delivery or collection and report any breakage exceeding 5% immediately.
• Refunds or replacements will be provided for breakage exceeding the allowable limit.

6. Delivery Charges:

• Delivery charges are non-refundable after a certain point.
• Delivery charges will be refunded only if the cancellation request is made within 24 hours of placing the order.
• Once the order has been dispatched, delivery charges cannot be refunded.

7. Collection Option:

• If you opted for collection, please inspect the products at the time of collection.
• Any issues with the products must be reported immediately, and refunds or returns will be processed accordingly.

8. Exchanges:

• If you received a defective or damaged product and would like to exchange it for a replacement, please contact our customer service team.
• We will arrange for the return and exchange of the product at no additional cost to you.

9. Exceptions:

• Certain products may be non-refundable due to their nature, such as custom-made or special order items.
• Refunds may be subject to restocking fees for certain products.

10. Contact Us:

• If you have any questions or concerns regarding our refund and return policy, please don’t hesitate to contact us. Our customer service team is here to assist you.