1. Merchant & Business Information

All sales transactions, return evaluations, and consumer customer service functions are directly managed by our headquarters based in Belgium:

2. Standard 30-Day Return Right & Eligibility Criteria

In compliance with European Union distance selling regulations, you have the statutory right to withdraw from your purchase within 30 calendar days of receiving your goods without providing a reason.

To qualify for a voluntary return or refund, your item must meet the following eligibility conditions:

• Unused Condition: Products must be unused, uninstalled, and free from dirt, soil exposure, or outdoor weathering elements.
• Original Packaging: Plant tags, ties, and branch clips must remain in their original factory packs or bundles with all tags, labels, and protective sleeves intact.
• Proof of Purchase: You must present a valid order number, receipt, or invoice issued by our storefront at ftrgjs-w0.myshopify.com.

3. Product Category Specific Return Guidelines

Because our product line consists of specialized garden hardware and plant care accessories, specific return conditions apply:

4. Step-by-Step Return Process

To initiate a return, please follow this straightforward four-step procedure:

• Step 1 (Notification): Send a return request email to [email protected] stating your order number, items to be returned, and reason for return.
• Step 2 (RMA Approval): Upon verification, our team will issue a Return Merchandise Authorization (RMA) code along with detailed shipping instructions.
• Step 3 (Packaging & Dispatch): Securely pack the products in appropriate protective packaging to prevent damage during transit and ship them to our Hooglede address.
• Step 4 (Inspection & Refund): Our warehouse team will inspect the items within 3 business days of receipt and issue your eligible refund.

5. Damaged, Defective, or Incorrect Items

We inspect all shipments prior to dispatch to ensure plant ties, clips, and labels are intact and accurately packed. However, if your shipment arrives damaged or defective, we will make it right immediately:

• Inspection Timeline: Please inspect your parcel immediately upon arrival. Any missing items, broken clips, or damaged label packs must be reported within 48 hours of delivery.
• Required Documentation: Email [email protected] with your order number and clear photographic evidence showing the shipping label, external package condition, and specific product defects.
• Resolution Options: For verified defective or incorrectly delivered items, we will dispatch a replacement at zero additional cost or issue a full refund including return shipping costs.

6. Return Shipping Fees & Responsibility

Responsibility for return shipping fees depends on the nature of the return:

• Customer Preference Returns: If you change your mind, order the wrong size, or no longer require the items, you are responsible for paying direct return shipping costs to Belgium.
• Defective or Incorrect Goods: If the return is due to our error or a defective item, MO-OI will provide a pre-paid shipping label or reimburse your standard carrier costs.
• Trackable Shipping Recommendation: We strongly advise using a trackable shipping service or purchasing shipping insurance for returns valued over €25. We cannot process refunds for items lost in return transit.

7. Refund Processing & Timeline

Once your return is delivered to our warehouse at Bruggesteenweg 9, Hooglede, and inspected by our team:

8. Non-Returnable & Exempt Items

The following categories are strictly non-returnable and exempt from refunds unless proven defective prior to customer receipt:

• Customized or pre-printed plant tags and specialized labels made to customer specification.
• Items marked as "Final Sale," "Clearance," or "Special Promotional Bundles."
• Products that have been exposed to soil, garden chemicals, water immersion, or outdoor UV degradation.