Refund policy
RETURNS
Due to the perishable nature of our product, returns are not possible. For basic food safety reasons, we never sell opened food products to other customers. Additionally, our products are designed for one-way transit because they can only be safely put in transit from a frozen fulfillment center. This is due to the food safety of shipping perishables.
As a result, we're unfortunately not able to process returns of perishable food items.
DAMAGES AND ISSUES
In case the goods purchased from us turn out to be defective, you have the right to make a claim.
Please inspect your order upon reception and contact us within 24 hours if the item is defective, damaged or if you receive the wrong item. We'll evaluate the issue immediately and see how we can make it right.
When reporting an issue, please provide clear and complete images of the shipment and product. We kindly request that you share the following:
- outer packaging (corrugated shipping box)
- inner packaging (insulated liner, ice packs)
- open jars of sea moss from the top-down
- jars of sea moss from the bottom-up
Please do not throw away the product or packaging or turn down your delivery under any circumstances before contacting us. We're unable to provide compensation of any kind if you've already thrown away the product or packaging or turned down your delivery.
We're also unable to provide compensation of any kind if you've already consumed the product. We expect that if you encounter an issue with your order, you'll let us know before consuming the product. Once the product is consumed, it can no longer be evaluated for issues.
Due to the perishable nature of our product, time is of the essence. If there are any issues related to product quality, we request that you inform us within 24 hours of delivery and provide the images as described above. We may also request additional information.
We're unable to provide compensation of any kind for issues brought to our attention more than 24 hours after delivery. We're also unable to provide compensation of any kind in situations where we do not receive a response within 24 hours of our request for additional information.
For some shipping issues, such as shipments that are marked as delivered but not found by the recipient, we require same-day notification.
Regarding the defect, you can demand:
-Replacing the item with one that is free of defects,
-Removing the defect,
-Price reduction,
You can report a complaint within a year of noticing the defect, but the time for submitting a complaint cannot end before the expiry of the item's warranty period.
Your complaint will be considered (responded to) within 30 days from the date we receive your complaint notification.
Please do not send your purchase back to us before you send us an email regarding your complaint notification:
moeseamoss@gmail.com To ensure the quick processing of your return, please confirm the return facility address with our customer service at moeseamoss@gmail.com. After that, please send the package via courier and provide us with the tracking number.
Standard address for returns (if confirmed by Customer Support after receiving your proof of purchase):
MoeMoss
819 Sommerville
Cres Chesapeake, VA 23320, USA
Email Support: moeseamoss@gmail.com