REFUND AND RETURN POLICY

REFUND AND RETURN POLICY

30-Day Money-Back Guarantee

Customers may request a return within 30 days of the first order confirmation date. Placing a second order for the same product type indicates the customer's satisfaction with the initial purchase. Therefore, no returns will be granted for subsequent orders of the same product unless the item is damaged, defective, or carrier-verified as lost.

To be eligible for a refund, customers must provide a receipt or proof of purchase to our Customer Support Team at support@trueseamoss.com. Refunds are issued to the original payment method within 10 business days after we receive and inspect the returned items, or (for non-returnable single-jar orders) after the claim is approved.

If your first order contains more than one unit of the same product type, including different flavors or variants, you may open only one unit for evaluation. All other units must remain unopened and be returned.

Customers are responsible for return shipping and must use the prepaid label we provide. (Better to begin with the subject for clarity & emphasis). The cost of the label will be deducted from your refund.

If your item arrives damaged, defective, or incorrect, please contact Customer Support within 48 hours of delivery. You must send photo proof of the issue to allow us to evaluate the situation and take appropriate action. We review each request on a case-by-case basis, with a full refund, partial refund, or replacement provided at our discretion. 

Refunds will not be issued for orders still in transit, unless confirmed lost by the carrier. If the carrier confirms loss, damage, or non-delivery, we will offer the customer (a) a full refund or (b) a free replacement shipment.

Subscription Cancellation and Refunds

You can cancel your subscription in one click in your customer portal at any time before the next order is generated.

If an order has been created but not yet shipped (status 'Unfulfilled'), refunds are not granted unless the subscription was canceled prior to the order being formed. 

If a subscription order is later confirmed lost, damaged, or defective, we will offer either a full refund or a free replacement shipment, even if it was previously marked Final Sale.

If the order is already in the process of delivery or transit, refunds are not available. 

To request a revision for a refund on a case-by-case basis, contact our Customer Support Team at support@trueseamoss.com.

Refund or Replacement Process

To request a refund or replacement, please follow these steps:

1. Email us at support@trueseamoss.com.
2. Include your order number and a description of the issue.
3. Attach photo proof of the issue, if applicable.

Important: We do not process return or refund requests via social media platforms, phone calls, or voice messages.

We accept refund or replacement requests within 30 days of your first order confirmation date or subscription renewal. Requests made after this window will not be eligible.  True Sea Moss is not responsible for duplicate orders placed by the customer online.

Refused Packages

If you refuse a package for any reason, please notify us immediately by emailing support@trueseamoss.com. In most cases, we will issue an immediate refund upon notification, and the return of the package to our warehouse will not be necessary. If a prepaid return label is issued, its cost will be deducted from your refund.

We prefer to handle such situations without requiring the product to be returned, so refunds will typically be processed as soon as we receive your request, provided the circumstances align with our policy. However, if you specifically wish to return the product, or if the package is returned to us due to a missed delivery, the following terms will apply:

• Customer-Initiated Return: If you wish to return the package after refusing it, you must first notify our Customer Support team at support@trueseamoss.com. Returns will only be accepted with a return label generated by our team. Once the return is processed and the product is received and inspected at our warehouse, a refund may be issued based on the condition of the returned item.
• Missed Delivery and Returned to Sender: If a package is returned to us due to a missed delivery, a refund will only be issued on a case-by-case basis. If you wish to receive the product, we may offer to reship it at no additional cost, depending on the circumstances.

Important Note on Refused Shipments

In rare cases, refused shipments are lost in transit and never reach our warehouse. In that’s the case, if the package does not reach our warehouse, we will be unable to issue a refund unless otherwise agreed upon. To ensure proper handling in cases where a return is required, you must use a return label generated by our Customer Support Team.