Refund Policy

Last updated: June 2025

1. Our Commitment

We take pride in the quality of every Mossvida product. If something is not right with your order, we want to know and we will make it right. This Policy sets out clearly what qualifies for a refund or replacement and what does not.

2. Sea Moss Gel — No Returns or Refunds

Due to the fresh, perishable and made-to-order nature of Sea Moss Gel, we are unable to accept returns or offer refunds once the order has been prepared and dispatched.

This applies regardless of whether the product has been opened or not, as we cannot guarantee the storage conditions after delivery.

We strongly encourage you to review your order carefully before payment. All Sea Moss Gel orders require full payment before processing — once preparation begins, the order cannot be cancelled.

Exceptions — Gel only:
We will offer a full replacement at no cost if:

  • The product was delivered damaged or leaking
  • The product was clearly spoiled at the time of delivery due to a fault in our preparation or packaging

Any such claim must be reported within 24 hours of delivery with photographic evidence sent to hello@mossvida.ng.

3. Dry & Packaged Products — Returns Accepted

The following products may be returned within 7 days of delivery if they meet the conditions below:

  • Raw Dried Sea Moss (100g pouch)
  • The Trinity Capsules (60 caps)
  • Smokers Tea (30-day pouch)

Conditions for return:

  • The product must be unused and unopened
  • The original seal must be intact and undamaged
  • The product must be in its original packaging
  • You must contact us within 7 days of receiving your order

We do not accept returns on products that have been opened, partially used or damaged after delivery.

4. Eligible Reasons for Refund or Replacement

We accept refund and replacement requests for the following reasons:

Wrong product received
If we sent you a product different from what you ordered, we will send the correct product immediately at no cost or issue a full refund — your choice.

Damaged in transit
If your product arrives visibly damaged due to shipping, photograph the damage and contact us within 24 hours of delivery. We will arrange a replacement at no cost.

Missing item
If an item is missing from your order, contact us within 48 hours of delivery and we will dispatch the missing item or issue a partial refund.

Product defect
If a sealed product is found to be defective — contaminated, incorrectly filled, or otherwise not fit for use — contact us with photographic evidence and we will replace or refund it in full.

5. Reasons We Do Not Accept Returns or Refunds

We do not offer refunds or replacements in the following circumstances:

  • You changed your mind after placing the order
  • You ordered the wrong product or quantity
  • The product did not meet personal taste or preference expectations
  • Damage caused after delivery due to improper storage or handling
  • The return request is made outside the 7-day window
  • The product has been opened or used
  • The original seal or packaging has been tampered with

6. How to Request a Refund or Return

Step 1
Contact us within the applicable timeframe (24 hours for damage, 7 days for all other eligible returns).

Step 2
Send an email to hello@mossvida.ng with the subject line “Return Request — [Your Order Number]” including:

  • Your full name and order number
  • The product you are returning or requesting a refund for
  • The reason for your request
  • Clear photographs where applicable

Step 3
We will review your request and respond within 2 business days with a decision and next steps.

Step 4
If your return is approved, we will provide instructions on how and where to return the product. Return shipping costs are borne by the customer unless the return is due to our error.

7. Refund Processing

Approved refunds are processed within 5 to 7 business days of us confirming the return or approving the request.

Refunds are issued via the same payment method used for the original purchase — bank transfer, card or any other method used at checkout via Paystack.

We are not responsible for delays caused by your bank or payment provider after we have processed the refund on our end.

8. Order Cancellations

Before preparation begins:
You may cancel your order for a full refund if preparation has not yet started. Contact us immediately via WhatsApp or email if you wish to cancel.

After preparation begins:
Orders cannot be cancelled once preparation has begun. This applies particularly to Sea Moss Gel, which begins production immediately upon payment confirmation.

Dry products:
Cancellations for dry products are accepted within 12 hours of placing the order, provided the order has not yet been dispatched.

9. Exchanges

We do not offer direct product exchanges at this time. If you would like a different product, please return the eligible item following the process above and place a new order.

10. Contact Us

For all return, refund or cancellation enquiries:

WhatsApp: fastest response
Email: hello@mossvida.ng with subject line “Return Request — [Order Number]”
Website: mossvida.ng

Mossvida Services
2nd Floor, Mulliner Towers
39 Alfred Rewane Road
Ikoyi, Lagos 101233, Nigeria