Refunds & Order Resolution
We produce and ship fresh, perishable sea moss products. This policy explains what we cover, what we do not, and how to request help when an order has a legitimate product, shipping, or fulfillment issue.
What we do not refund
Because our products are perishable food items, we do not offer refunds based on personal preference or subjective dissatisfaction once an order has been delivered in good condition. This includes taste, texture, consistency or flavor, and situations where a customer did not experience an expected or desired result from using the product.
What we always make right
We stand behind the condition and accuracy of every order. We provide a refund, replacement, store credit, or another appropriate resolution when there is a legitimate issue with the product or our fulfillment of the order, including:
- Products that arrive damaged, spoiled, leaking, opened or otherwise compromised
- Incorrect products or flavors shipped
- Incorrect sizes or quantities
- Missing items
- Orders materially different from what was purchased
- Orders confirmed as lost, undeliverable or not delivered by the carrier
- Other verified shipping, fulfillment or product-condition issues attributable to us
How to file a claim
- Damaged, spoiled or compromised on arrival: contact us within 48 hours of delivery.
- Incorrect, missing or materially different items: contact us within 7 days of delivery.
- Order not received: contact us within 14 days of the carrier’s last tracking scan.
Please include your order number, a short description of the issue, and photographs of the product, the shipping box, and the shipping label.
How we resolve it
We aim to respond to every claim within 2 business days. Depending on the issue, we may send a replacement at no charge, issue store credit, or refund the original payment method. Refunds are returned to the original payment method and typically post within 5–10 business days, depending on your bank.
Changes and cancellations
Orders may be changed or cancelled at no charge until they enter production. The exact production cutoff window must be confirmed before this page is published. Once an order has been produced and packed for cold-chain shipment it cannot be cancelled.
Fair use
We reserve the right to limit refunds, credits, and replacements in cases of repeated, abusive, or unsubstantiated claims.
Contact us
Customer-service email, phone number, mailing address, and service hours will be added here before publication.