Refund policy

30-day returns for any reason

Request a return for any reason within 30 calendar days of delivery. Contact us with your order number before sending anything back. MossRomp covers approved return shipping for ordinary 30-day returns, damaged or faulty items and incorrect items. Return the ball and charger supplied with your order. Once received and checked, the product amount actually paid is refunded to the original payment method; payment processing times may vary.

10-Day Chew Replacement

If your Big Ball is chewed apart through normal supervised play within 10 calendar days of delivery of your purchase, contact us with your order number and a photo or description. Follow our instructions to return the damaged ball. After it is received and checked, we send a replacement ball at no product charge. MossRomp covers the approved return and replacement shipping for this 10-day cover. Intentional damage is excluded. This cover provides a returned-item replacement, rather than a photo-only refund.

Five-ball take-back exchange

After the 10-day cover, collect five damaged MossRomp balls and contact us to arrange their return. Once five eligible balls are received and checked, you may choose one replacement: the same model or any future MossRomp toy when available, with no product charge. You pay shipping to return the five old balls; MossRomp pays shipping for the new toy. Normal-play damage is eligible; intentional damage is excluded. We arrange material handling for returned balls. This is a five-for-one exchange, not an ongoing one-for-one replacement program.

Damaged, faulty or incorrect orders

Stop using a damaged ball and contact us with your order number and a description. We review electrical-function issues, transit damage and incorrect items and confirm the appropriate return or refund arrangements. MossRomp covers approved return shipping for these requests. The customer-paid five-ball return-shipping rule does not apply to ordinary returns or approved 10-day chew replacements.

How to request help

Use our contact page and choose the matching topic. Contact us before sending any parcel so we can provide instructions. These programs do not limit consumer rights that apply by law.