Refund policy
At Marine Sea Moss, we take pride in the quality and purity of our products. Because our supplements are food-grade and used for internal health, we maintain strict safety and hygiene protocols regarding returns.
1. Sea Moss Gels (Perishable Goods) Our Sea Moss Gels are fresh, natural products made without artificial preservatives.
No Returns: Due to their perishable nature and food-safety regulations, we cannot accept returns or exchanges for Sea Moss Gels once they have been delivered.
Cancellations: Orders for gels can only be cancelled if the request is received before production has begun.
2. Powders and Capsules (Shelf-Stable Food Items) Sea moss powders and capsules are classified as hygiene-sensitive, food-grade products.
Eligibility: Returns are only accepted for unopened products with the original tamper-evident seal 100% intact.
Timeframe: You have 7 days from the date of delivery to initiate a return for unopened dry goods.
Exclusions: Once the safety seal is broken, the product is considered consumed and is no longer eligible for return or refund due to potential contamination risks.
3. Damaged or Defective Items
We strive for perfection, but if your order arrives damaged (e.g., broken glass or a compromised seal), we will make it right.
Reporting: Please email us at orders@marineseamoss.co.za within 48 hours of receiving your package.
Evidence: You must include your order number and clear photographs of the damaged item and the shipping packaging.
Resolution: Verified damaged or defective items will be replaced or refunded in full at no additional cost to you.
4. Shipping for Returns
Change of Mind: For eligible, unopened dry goods, the customer is responsible for the cost of the return courier. We recommend using a trackable service, as we cannot guarantee receipt of returned items.
Incorrect/Faulty Items: If we sent the wrong item or the product is defective, Marine Sea Moss will cover all collection and redelivery costs.
5. Processing Your Refund
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed via your original payment method within 7–10 business days.
6. Storage & Handling
Please note that refunds will not be issued for spoilage caused by improper storage.
Gels must be refrigerated immediately upon arrival.
Powders and Capsules must be stored in a cool, dry place away from direct sunlight.
For any questions regarding your specific order, please contact us at orders@marineseamoss.co.za.