Refund policy

Return and Refund Policy

Last updated: 6 October 2026

We hope you love your Maple & Moss purchase. This policy explains your rights and how to request a cancellation, return, replacement or refund.

Nothing in this policy limits your rights under UK consumer law.

Contacting us

To request a return, cancellation or refund, email info@shopmapleandmoss.com with:

Your name and order number
The item concerned
The reason for contacting us
Photographs where an item is damaged, faulty or incorrect, if reasonably available

Please contact us before returning anything. Some products are dispatched by trusted fulfilment partners and may need to be returned to a different address. Items sent without return instructions may be delayed or returned to the sender.

Your contract is with Maple & Moss. We will handle your request even where a fulfilment partner supplied the item.

Cancelling an order before dispatch

Please contact us as soon as possible if you wish to cancel or amend an order.

We will try to stop the order before processing or dispatch, but this may not always be possible. If it has already been dispatched, the normal returns process will apply.

Change-of-mind returns for physical products

For most physical products purchased online, you may cancel without giving a reason by notifying us within 14 days after the day you, or a person nominated by you, receives the goods.

If one order is delivered in separate parcels, the cancellation period begins after the final item is received.

After notifying us, you must return the goods within a further 14 days.

You may inspect an item as you would in a shop. You are responsible for any reduction in value caused by handling beyond what is reasonably necessary to establish the item’s nature, characteristics and function. Please return products securely packaged and, where reasonably possible, with their original packaging and accessories.

For change-of-mind returns, you are responsible for the direct return postage cost unless we agree otherwise. We recommend using a tracked service and retaining proof of postage.

Products that cannot normally be returned for a change of mind

Unless faulty, damaged or incorrectly supplied, change-of-mind cancellation rights may not apply to:

Personalised, customised or made-to-order products
Perishable products
Sealed goods that are not suitable for return for health or hygiene reasons once unsealed
Digital content after its supply has begun, where you expressly requested immediate access and acknowledged that your cancellation right would be lost
Any other product excluded from cancellation rights by applicable law

This means that opened or used soaps, cosmetics and similar sealed hygiene products may not be eligible for a change-of-mind return. Candles, diffusers and other products that have been used may also have a reduced refund value where their value has been diminished by unnecessary handling.

These exclusions do not affect your rights if an item is faulty, unsafe, not as described or otherwise does not conform to the contract.

Digital products

Digital journals, printable products, ebooks, sticker files and other digital content are supplied electronically.

Where you expressly consent to immediate supply and acknowledge that your 14-day cancellation right will be lost, that right ends once supply of the digital content begins.

If the digital content is faulty, inaccessible, not as described or does not work as reasonably expected, please contact us. We will provide a replacement or other remedy required by the Consumer Rights Act 2015. If repair or replacement is impossible or cannot be provided within a reasonable time without significant inconvenience, you may be entitled to an appropriate price reduction or refund.

Please check the product description and compatibility information before purchasing. Apps, devices and styluses referred to in a listing are not included unless expressly stated.

Faulty, damaged or incorrect physical products

You are entitled to receive goods that are of satisfactory quality, fit for purpose and as described.

Please contact us promptly if an item arrives damaged, is faulty, is unsafe, is not as described or is not what you ordered. We may ask for photographs or other reasonable information to help us resolve the issue, but this does not remove your legal rights.

Depending on the circumstances and applicable law, we will offer an appropriate repair, replacement, price reduction or refund. Consumers may have a short-term right to reject faulty goods within 30 days of delivery.

We will cover reasonable return costs where goods are faulty, damaged, incorrect or otherwise do not conform to the contract. Please wait for our return instructions before sending the item.

Refunds

Once we receive and inspect an eligible return, or receive acceptable evidence that it has been sent back, we will notify you of the outcome.

Approved refunds will be issued to the original payment method without undue delay and normally within 14 days. Your bank or payment provider may take additional time to display the refund.

For a valid change-of-mind cancellation, we will refund the item price and the cost of our least expensive standard delivery option. Any extra amount paid for express or enhanced delivery is not normally refundable.

We may withhold a refund until we receive the returned goods or evidence that they have been sent, whichever occurs first.

Exchanges

We do not guarantee direct exchanges. Where appropriate, we may ask you to return the original item for a refund and place a new order.

Faulty or incorrectly supplied items may be replaced where that is the appropriate legal remedy.

Refused and uncollected deliveries

If an order is refused or not collected and is returned to us or our fulfilment partner, we will contact you. Reasonable delivery or return costs may be deducted where permitted by law, unless the refusal resulted from faulty, damaged or incorrect goods.

Gifts

Refunds are normally issued to the original purchaser and original payment method. Please contact us if the order was a gift so we can explain the available options.