Return Policy

At Mosswell we sell a short list of things we think are worth owning, and we'd rather be straight with you about how this works than bury it in small print.

The short version

- We don't accept returns — we never ask you to pack anything up or post anything back
- If it arrives damaged or defective, we make it right. Email us within 30 days with a photo and we'll send a replacement, free. Prefer your money back? Just say so
- You keep the original. There's nothing to post, and no postage for you to pay
- If it never arrives, that's on us — we'll trace it, then replace or refund
- Check your address before you order — once a parcel ships to a wrong address we usually can't recover it (section 4)
- Email support@mosswellhome.com and a person will read it, usually within 1 business day

1. We don't accept returns

We don't take items back — not for change of mind, and not for exchanges. We're a small operation and we ship direct from our fulfilment partner, so processing returns would cost more than it would ever hand back to you in value.

So when something is genuinely wrong, we fix it without asking you to post anything. See section 2.

Please check the product page carefully before ordering — dimensions, what's in the box, and how it's powered are all listed there. If anything is unclear, email us before you buy. We'll answer honestly, including telling you if we think it isn't right for you.

None of this affects your statutory rights.

2. Damaged, defective or missing on arrival — 30 days

This is fully covered, and it's deliberately simple.

Email support@mosswellhome.com within 30 days of delivery with:

1. Your order number
2. What's wrong with it — a sentence is plenty
3. A photo showing the problem. If it was damaged in transit, a photo of the packaging too

Please tell us as soon as you notice. The sooner we hear, the faster we can put it right — but you have the full 30 days either way.

We'll reply within 1 business day and send you a replacement, free.

If you'd rather have your money back than another one, tell us and we'll refund you in full — no push-back. We simply find most people would rather end up with the thing they ordered than with the money returned and the problem unsolved.

You keep the original. There's nothing to send back, no return authorisation to wait for, and nothing for you to pay.

We ask for the photo for one reason: it's how we tell the supplier something has gone wrong and get it fixed for the next person. It isn't a hurdle, and we don't argue about them.

3. If the shower head or filter housing fails — 12 months

The shower head and the filter housing are covered for 12 months from delivery in ordinary use. If either fails, email support@mosswellhome.com with your order number and a short video showing the problem, and we’ll send a replacement at no charge — one per order, nothing to post back. If we can no longer source the part, we’ll refund you instead.

Filter cartridges are a consumable and are not covered by the 12 months; they are designed to be replaced every three to four months. Damage from fitting with tools, over-tightening, or water above 80°C isn’t covered.

4. If your order doesn't arrive

If your order hasn't turned up within the window on our Shipping Policy, email us with your order number.

Tracking sometimes says "delivered" before the parcel appears, so please check with neighbours and around the property first. If it hasn't surfaced within 3 business days of that, tell us — we'll trace it, and if it's genuinely lost we'll replace it or refund you. You won't be left holding the problem.

5. Getting your delivery address right

Please double-check your address and name at checkout. We ship direct from our fulfilment partner, and if a parcel fails because the shipping details were wrong, it usually can't be recovered or refunded. That's the one situation where we genuinely may not be able to help, and we'd rather tell you plainly than surprise you with it later.

If you spot a mistake, email support@mosswellhome.com straight away. We hand orders to the warehouse within 24 hours — inside that window we can almost always fix it. After it ships we can't redirect it.

If a parcel comes back to the warehouse as undeliverable, contact us and we'll do what we can — usually reshipping once you confirm the corrected address, though we may have to ask you to cover the reshipping cost.

6. Cancelling an order

- Before it ships: email us and we'll cancel and refund in full
- After it ships: we can't recall it. If it arrives damaged or defective, section 2 applies

We hand orders to the warehouse within 24 hours, so please get in touch quickly.

7. What isn't covered

- Change of mind, buyer's remorse, or "it didn't suit the room"
- Damage caused by misuse, modification, or normal wear over time
- Faults on arrival reported more than 30 days after delivery
- Free items or bonuses included with an order — these carry no separate refund value
- Orders that fail because the delivery address or name was entered incorrectly (section 4)

8. Refund timing

Where a refund is due, it goes to your original payment method once we've confirmed it by email. Money typically appears within 5–10 business days, though your bank sets the final timing. If it's been more than 10 business days since we confirmed it, contact your bank first, then email us and we'll chase it.

Contact

support@mosswellhome.com — we reply within 1 business day, Monday to Friday, and a person reads it.

Mosswell, 60 Paya Lebar Road, Singapore 409051. Registered in Singapore, UEN 53529711D.

This policy sits alongside your statutory rights as a consumer, which nothing here reduces.