Return & Refunds Policy
Refund & Returns Policy
We want you to be completely satisfied with your order. Please review our policy below for guidance on returns, replacements and refunds.
1. Order Inspection & Issues
Please inspect your delivery immediately upon arrival. If your order is damaged, defective or incorrect, contact us within 48 hours of receiving it. This allows us to investigate and resolve the issue promptly.
Email us at info@pureseamoss.co.uk with your order number, tracking number, name, address and a clear photo of the damaged or incorrect product. This photographic evidence enables us to start a claim with Royal Mail immediately.
2. Eligibility for Returns
- Capsules: may be returned within 14 days if the seal is intact and packaging unopened.
- Sea Moss Gel and other perishable items: cannot be returned due to hygiene, safety and freshness considerations, except in cases of damage or incorrect delivery.
- Returns requested after 14 days or for products opened or used cannot be accepted.
3. Delivery Address & Customer Responsibility
Customers are responsible for providing an accurate shipping address and ensuring someone is available to accept delivery. Missed deliveries or parcels returned due to incorrect address details are not eligible for refunds or replacements.
Tracking details are provided via email once your order is dispatched. Please follow your tracking link to monitor delivery progress through Royal Mail ↗.
4. Refunds & Replacements
- Approved refunds are issued to the original payment method.
- Refunds typically appear within 3–10 business days depending on your bank or payment provider.
- If a replacement is approved, it will be dispatched within 7 working days after claim confirmation.
- In some cases, we may provide a store credit or partial refund where appropriate.
5. How to Submit a Claim
To request a refund or replacement, please email us with:
- Order number
- Tracking number
- Full name and delivery address
- Photo of the damaged, incorrect or missing item(s)
Our support team will review your claim and respond within 48 hours.
6. Exceptions & Non-Refundable Items
- Opened or used sea moss gels, capsules or raw sea moss cannot be returned.
- Gift cards and promotional items are non-refundable.
- Refunds will not be issued for delays caused by Royal Mail or courier strikes.
7. Customer Care & Support
We aim to provide fair, transparent solutions for every customer. If you’re unsure whether your order qualifies for a refund or replacement, please reach out to our team for assistance: