1. Living products and final sales
Because cultivation materials can be affected by time, temperature, handling, storage, sanitation, and local conditions, fulfilled orders generally cannot be returned or restocked. We do not accept returns for change of mind, an unsuitable growing site, or a failure to follow the supplied handling and storage guidance.
2. Eligible arrival claims
We will review a claim when an order arrives materially damaged, contains the wrong item, is missing an item, or shows a clear arrival-condition problem that existed before customer handling. You must contact us within 24 hours after carrier-confirmed delivery.
3. Evidence required
Please email your order number and clear photographs showing:
- The complete product and the condition at opening
- The inner and outer packaging
- The shipping label and any visible transit damage
- Any lot, batch, or product label supplied with the order
Keep the product and packaging until we finish reviewing the claim. We may request additional photographs or handling details.
4. Storage and contamination control
Open the shipment promptly and follow the supplied storage, temperature, sanitation, and use instructions. Claims caused by delayed opening, improper storage, cross-contamination, unsuitable water or substrate, unclean tools, or use outside the instructed window are not eligible for a remedy.
5. Natural and seasonal variability
Biological materials naturally vary in appearance and performance. Fruiting, harvest size, yield, timing, and commercial results depend on factors outside our control and are not guaranteed. A lack of fruiting or a lower-than-expected yield, by itself, does not establish that a product was defective on arrival.
6. Available remedies
If we approve a claim, we may provide a replacement, store credit, partial refund, or full refund depending on the evidence, availability, season, and circumstances. Refunds are issued to the original payment method. Replacement timing remains subject to seasonal inventory and safe shipping conditions.
7. Cancellations
Contact us immediately if you need to cancel. We may cancel and refund an order that has not entered preparation or fulfillment. Once time-sensitive materials have been allocated, prepared, or shipped, cancellation may no longer be possible.
8. How to make a claim
Email info@morelsusa.com with the subject “Order claim” and include the information listed above. Nothing in this policy limits rights that cannot legally be excluded under applicable consumer law.