Refund policy

At Millie’s Moss, we are committed to providing high-quality products and a smooth customer experience. If there is an issue with your order, this policy explains when returns, refunds, and replacements may be available.

1. Returns

Customers may request a return within 14 days of delivery.

Because some of our products are perishable, different conditions apply depending on the product type:

Perishable products

This includes items such as sea moss gels. These products can only be returned if the item received is incorrect or arrives damaged.

Non-perishable products

This includes items such as capsules and other shelf-stable products. These may be returned if they are unopened, unused, and in their original packaging.

To request a return, you must contact us within 14 days of receiving your order. We are unable to offer refunds or exchanges for return requests made after this period.

2. Refunds

Once your return has been reviewed and approved, your refund will be issued to your original payment method.

Refunds are usually processed within 7 to 14 business days, depending on your payment provider or card issuer.

3. Incorrect or Incomplete Address Details

Customers are responsible for providing a complete and accurate delivery address at checkout.

If an order is returned to Millie’s Moss because:

the delivery address provided was incorrect or incomplete, or
the delivery could not be completed due to the recipient being unavailable,

the customer will be responsible for:

the return shipping cost, and
the cost of redelivery.

A re-shipping fee of £4.99 will apply.

Millie’s Moss cannot accept responsibility for orders that are delayed, misdelivered, or lost due to inaccurate or incomplete shipping information supplied by the customer.