Refund policy

Effective date: September 22, 2026

An arrival we stand behind

Your marimo should arrive alive and your kit should contain the correct, undamaged parts. If something is wrong, email admin@24digitalmediagroup.com within 7 days of delivery, including your order number and clear photos of the affected contents and packaging. Opening the parcel to inspect it does not invalidate an arrival claim.

For an eligible arrival problem, we will replace the affected marimo or component and pay the replacement shipping. If a suitable replacement is unavailable, or you prefer a refund, we will refund the affected item. If the entire kit is unusable or the whole order must be refunded, the refund includes the original shipping charge and applicable tax. We cover any return shipping we require for our error, damage or a defect.

This guarantee concerns condition on arrival. It does not promise indefinite survival after delivery or cover damage caused later by unsuitable care. Please contact us even if you discover a problem after seven days; that reporting window does not limit rights you have under applicable law.

Changed your mind?

You may request a return of an unused, non-living item within 30 days of delivery. It must be complete, undamaged and in its original packaging. Contact us first for return instructions. You pay change-of-mind return postage; the original shipping charge is not refundable for those returns. We charge no restocking fee.

Living marimo cannot be returned for a change of mind. For a mixed kit, contact us about eligibility and the refund amount for any non-living components before sending anything. Sale items follow the same rules unless a change-of-mind exclusion was clearly disclosed before purchase; defects and arrival problems remain covered.

Please contact us before returning anything

Do not post live marimo or broken glass back to us. We will explain the safe resolution. If you suspect contamination, keep the contents isolated, do not release them or their water outdoors or into drains, and contact us for the appropriate handling guidance.

Cancellations and refunds

Request cancellation as soon as possible. If the parcel has not been handed to the carrier, we will cancel and refund the order, including shipping. After dispatch, the return and arrival terms above apply.

We issue approved refunds to the original payment method within 7 business days, or sooner when required by law. Your payment provider may take additional time to post the credit. Contact us if you need help tracing it.

Nothing in this policy limits a remedy you are entitled to under applicable consumer law.