Refund policy

Refund Policy

We want every Mossgate kit to earn its place in your pack. If a piece doesn't, you have 30 days from delivery to send it back for a full refund.

What qualifies for a refund

Item is unused and shows no field wear (no soil, no scuffs on poles, no compression marks on down)
All original packaging is included — stuff sack, pole bag, repair kit, hang tags
Return is initiated within 30 days of the delivery date on your tracking
Proof of purchase (order number or confirmation email) is provided

What doesn't qualify

Tents that have been pitched outdoors (a backyard test pitch is fine if the fly is clean and stakes unused)
Sleeping bags that have been slept in or compressed beyond the test unfurl
Sleeping pads that have been inflated and used outside — once a pad sees dirt, it's yours
Items damaged through field use, improper care, or modification
Final-sale or clearance items, where marked

How to start a return

Email support@babyhavenllc.shop with your order number and a one-line reason.
We'll reply within 1 business day with a return address and instructions.
Pack everything in the original box if you have it. Use the original stuff sack — gear that arrives loose almost always loses a stake or guy line.
Ship via a trackable carrier. Return shipping is the customer's responsibility unless the item arrived defective or we shipped the wrong product.
Once we inspect the return (usually 3-5 business days after arrival), the refund hits your original payment method within another 5-10 business days, depending on your bank.

Damaged or wrong items

If something arrives broken, with a manufacturing defect, or it's the wrong product, that's on us. Email us a photo within 7 days of delivery and we'll cover return shipping plus send a replacement or full refund — your call.

Repair parts vs. returns

Pole sections, pad valves, zipper sliders, and stakes are sold separately. If one component fails on an otherwise good piece of gear, often the cleanest fix is a replacement part rather than a full return. Ask us — sometimes the right answer is a $12 part instead of a $229 swap.