The policy
30 days
Return window
Full refund
For approved returns
3–5 days
Processing time
returns & exchanges
returns & exchanges
Returns
What we do if something isn't right.
Returns
How returns work
What is your return policy?
We accept returns within 30 days of delivery. Items must be unused, unopened, and in their original packaging. For hygiene reasons we can't accept opened or used items; approved returns are refunded in full to your original payment method.
How do I start a return?
Email jessica@moxche.net with your order number and reason for return. We'll review your request and send return instructions within 48 hours.
Who pays for return shipping?
The customer is responsible for return shipping costs. We recommend using a tracked service.
How long does processing take?
Once we receive your return, allow 3–5 business days for processing. You'll receive an email confirming your refund.
Can I exchange instead?
Yes. Exchanges are available for unused, unopened items in their original packaging. Write to us with your order number and what you'd like instead.
Damaged or faulty items
My order arrived damaged — what do I do?
Write to jessica@moxche.net within 7 days of delivery with photos of the damage. We'll arrange a replacement or full refund.
The bristles look slightly different — is that a fault?
Minor variation in individual copper bristles is part of how these tools are made by hand. Bristles that are noticeably bent or missing within the first month, however, are a fault — write to us with a photo.
Is natural variation in amber a fault?
No. Each piece of Baltic amber is unique — variations in colour, opacity, and inclusions are natural and expected. This is what makes each gua sha one of a kind.