Returns and refunds

Plainly stated, with the timeframes we actually work to.

Damaged, incorrect or missing

Email us within 14 days of delivery at support@mossbrookgoods.com with your order number and, for damage, a photograph. We replace or refund in full, including return postage where a return is needed. We aim to respond within one business day and to resolve within five.

Analysis mismatch

If the batch number on the certificate of analysis does not match the batch number on the pen, we replace the order at our cost. No return is required.

Change of mind

Unopened pens in original packaging may be returned within 14 days of delivery for a refund less return postage. Pens that have been used cannot be returned, because we cannot verify storage conditions once a pen has left our control and we will not resell material we cannot stand behind.

How a refund is paid

Refunds are returned to the original payment method within five business days of approval. Your bank may take a further few days to display it.

Your rights

Nothing in this policy limits your rights under the Australian Consumer Law.