Refund policy
At OCEAN MOSS LTD, customer satisfaction is our top priority. We want you to be completely satisfied with your purchase. Below is our comprehensive guide on how we handle returns, refunds, and exchanges in full compliance with UK consumer protection laws.
1. Return Window
We offer a 30-day return policy. You have up to 30 days from the date you receive your item to request a return.
2. Eligibility for Returns (Healthcare & Hygiene Compliance)
Due to the nature of our products (natural wellness supplements and dietary products), we must maintain strict health and hygiene standards.
- To be eligible for a return, your item must be completely unopened, unused, in its original sealed condition, and in the original packaging.
- Any product that has been opened, unsealed, or consumed cannot be returned or refunded due to health protection and hygiene reasons.
- To complete your return, we require a receipt or proof of purchase.
3. How to Initiate a Return
To start a return process, please contact our customer support team at ocean.mail@oceanmoss.co.uk.
If your return request is accepted, we will provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
4. Return Shipping Costs & Fees
- Customers are responsible for paying their own shipping costs for returning items unless the item arrived defective, damaged, or incorrect.
- Shipping costs are non-refundable.
- We do not charge any restocking fees.
5. Damages, Defects, and Incorrect Items
Please inspect your order immediately upon receipt. If the item is defective, damaged, or if you receive the wrong product, contact us within 48 hours at ocean.mail@oceanmoss.co.uk with photographic evidence. We will immediately investigate the issue and arrange a free replacement or a full refund.
6. Non-Returnable Items & Exceptions
Certain types of items cannot be returned:
- Perishable goods or opened wellness supplements.
- Items purchased on sale, clearance, or promotional gift cards.
7. Exchanges
The fastest way to ensure you get what you want is to return the item you have (unopened), and once the return is accepted, make a separate purchase for the new item.
8. Refunds Process
Once we receive and inspect your returned item, we will send you an email notification confirming receipt. We will also notify you of the approval or rejection of your refund based on the condition of the seal.
- If approved, your refund will be automatically processed back to your original payment method (Visa, Mastercard, or Revolut Business account) within 10 business days.
- Please note that your bank or credit card issuer may take additional time to post the refund to your account. If 10 business days have passed since we approved your refund and you haven't received it yet, please contact us at ocean.mail@oceanmoss.co.uk.
9. Order Cancellations
You may cancel your order free of charge within 2 hours of purchase. Once the order has been processed or dispatched, it cannot be cancelled, and you must follow the standard return process after the delivery.
Contact Information
- Company Name: OCEAN MOSS LTD
- Company Registration Number: 13254084
- Registered & Business Address: 339 Dudley Road, Birmingham, B18 4HB, United Kingdom
- Customer Support Email: ocean.mail@oceanmoss.co.uk
- Contact Phone Number: +44 7984 135431
- Business Hours: Monday – Friday: 9:00 AM – 6:00 PM | Saturday: 10:00 AM – 4:00 PM | Sunday: Closed