Refund policy

Last updated: 13 November 2026

THE 30 DAY GUARANTEE

Use them on every walk for a month. If they are not the easiest thing on your pram, send them back within 30 days of delivery and we refund you. No photographs, no questions.

You do not need to keep them boxed or unused. They are made to live on the pram, so using them is the only way to know, and a used pair still comes back under this guarantee.

HOW IT WORKS

1. Email us. Send a message to contact@mittandmoss.com from the address you ordered with, or include your order number. Put "Return" in the subject line.
2. We send you the return address. We come back the same or the next business day with where to send them and what to put in the parcel.
3. We refund you. As soon as the parcel arrives with us, or as soon as you send us proof of postage, whichever is first.

WHAT TO INCLUDE

- Your order number, or the email address you ordered with
- Which items you are sending back
- A photo, if the order arrived damaged, faulty or incorrect, so we can replace it without you posting anything

WHO PAYS THE POSTAGE

- Changed your mind, or they are not right for your pram. You cover the postage to send them back to us. Use a tracked service, because until the parcel reaches us it is your proof that it was sent.
- Damaged, faulty, incorrect or never delivered. We cover everything, both ways. You are never out of pocket when the fault is ours.

WHEN THE MONEY ARRIVES

Approved refunds go back to the original payment method within 14 days of us receiving the goods back, and usually a lot faster than that. Once we issue it, your bank or card provider controls how quickly it appears, which is commonly 3 to 5 business days. We cannot speed that part up.

A refund covers the price you paid for the items you return, plus the original delivery charge if you paid one and you are returning your whole order. Delivery is free on every order at the moment, so in most cases there is nothing there to refund.

PACKS AND BUNDLES

If you bought a pack, you can return the whole pack for a full refund. If you want to keep part of it and send the rest back, we refund the difference between what you paid and what the items you are keeping cost on their own today, because the pack price only applies to the pack.

WHAT IS NOT COVERED

- Requests made more than 30 days after delivery.
- Damage caused after delivery. Tumble drying, ironing or washing them hot flattens the padding and the fur. Care instructions are on the product page and they are the condition of this guarantee.
- Repeat claims. The guarantee is there so you can try them once without risk. We reserve the right to decline refunds where the same customer repeatedly orders and returns the same product.
- Orders placed anywhere other than this store. We sell at mittandmoss.com and nowhere else. If you bought elsewhere, that seller's policy applies.

YOUR LEGAL RIGHTS

This guarantee sits on top of your statutory rights and does not replace them.

- Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day you receive your order to cancel it for any reason, and a further 14 days to send the goods back. Our 30 day guarantee is longer and easier, so most people use that instead.
- Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not, you have 30 days to reject them for a full refund, and rights to a repair or replacement after that.

To cancel under the Regulations rather than under our guarantee, just tell us in writing at contact@mittandmoss.com. You do not have to use a form.

CANCELLING OR CHANGING AN ORDER

If your order has not been dispatched, email us and we will cancel or amend it. Once it is with the carrier, use the guarantee above.