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 are available. Nothing in this policy affects your statutory rights under applicable UK consumer law.

1. Perishable Products

This includes our sea moss gels and any other freshly made item.

Because these are perishable food products made fresh to order, we are unable to accept returns for change of mind on hygiene and food safety grounds. This reflects the exemption for goods liable to deteriorate or expire rapidly under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

We will replace or refund a perishable item where it arrives damaged, faulty, or is not the item you ordered. Please see section 3 below.

2. Non-Perishable Products

This includes capsules, powders, gummies and other shelf stable products.

You may cancel and return these within 14 days of delivery for any reason, including change of mind, provided they are unopened, unused and in their original packaging. This is your cooling off right under the Consumer Contracts Regulations 2013.

For hygiene reasons we cannot accept returns of opened or used products unless they are faulty.

Where you return an item under this section, you are responsible for the cost of return postage unless the item is faulty, damaged or incorrect.

3. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us at support@milliesmoss.com as soon as you can, and ideally within 3 days of delivery. Contacting us quickly helps us resolve it faster and, where relevant, raise a claim with the courier while the evidence is still available.

So that we can assess your claim, please:

Keep the affected item or items and all original packaging, including the outer box and any protective materials, until your claim is fully resolved. Please do not dispose of anything, as it may be needed to complete the claim.
Send clear photographs showing the damaged item or items, the outer packaging and postage label exactly as received, and any leakage or damage to the packaging itself.

Once we have this information we will review your claim and, where it is verified, arrange a suitable replacement or refund. Eligible orders are replaced whether or not Delivery Guarantee+ was purchased. We may request further details where needed.

Reporting after 3 days does not automatically invalidate your claim. It may make the claim harder to evidence, particularly where the packaging has been disposed of, and it may prevent us recovering the cost from the courier. Your statutory rights, including the short term right to reject faulty goods within 30 days under the Consumer Rights Act 2015, are unaffected.

4. Lost Parcels

If tracking shows your parcel has not been delivered and it has not arrived, please contact us at support@milliesmoss.com and we will investigate with the courier.

We replace eligible orders that are lost in transit whether or not Delivery Guarantee+ was purchased.

5. Theft After Delivery

Where tracking shows your parcel was delivered to the address provided at checkout but it has been taken:

If Delivery Guarantee+ was purchased, we will replace the order. We will ask you to confirm in writing that the parcel was not received. Where a claim is high value, or where repeated claims have been made, we may ask for a crime reference number.
If Delivery Guarantee+ was not purchased, theft after successful delivery is not covered. We will provide delivery confirmation, tracking information and courier details so you can raise the matter with the delivery provider directly.

6. Refunds

Where a refund is agreed, it will be issued to your original payment method.

We will process approved refunds within 14 days of agreeing the refund or of receiving the returned goods, whichever applies. In practice most are processed sooner.

Once processed, the time for funds to appear in your account depends on your bank or card issuer and is outside our control. If a refund has not reached you within a reasonable period, please contact us and we will provide the refund reference so your bank can trace it.

7. Order Cancellation

You may cancel an order at any time before it has been dispatched. Please contact us at support@milliesmoss.com with your order number as soon as possible, as our products are made fresh to order and move into production quickly.

Once an order has been dispatched we are unable to stop it in transit, but please do contact us and we will help.

Subscriptions can be cancelled at any time. Please see our Subscription Cancellations policy.

8. Incorrect or Incomplete Address Details

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

If an order is returned to us because the address provided was incorrect or incomplete, or because the recipient was unavailable to accept delivery, you may choose either to have the order re-sent or to receive a refund less the applicable re-delivery or return costs.

A £4.99 re-delivery fee applies where re-shipping is requested.

We cannot accept responsibility for orders delayed, misdelivered or lost due to inaccurate or incomplete shipping information supplied by the customer.

9. Fair Use and Misuse of Claims

Our damage, loss and theft cover is offered in good faith so that genuine customers are looked after quickly.

We reserve the right to request further evidence, to decline a claim, and to withdraw access to Delivery Guarantee+ or refuse future claims, where:

a claim is found to be fraudulent, exaggerated or misrepresented;
a claim is supported by images or documents that have been edited, altered, digitally manipulated or artificially generated, or that do not show the actual item supplied by us;
the information provided is materially inconsistent with the issue reported, with the condition of the goods, or with carrier tracking records; or
a customer makes repeated claims that cannot be substantiated.

Where we decline a claim we will explain the reason. Nothing in this section affects your statutory rights, and it does not apply to genuine claims that are simply difficult to evidence.