Refund policy
At Aqua Moss, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review the following policy.
Returns
Due to the nature of our wellness and consumable products, we do not accept returns of opened or used products for safety and hygiene reasons.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery. Include your order number and photographs of the product and packaging so we can resolve the issue promptly.
Refund Eligibility
Refunds or replacements may be approved for:
- Damaged products
- Incorrect items received
- Products lost during transit (where confirmed by the shipping carrier)
Refunds are not available for:
- Opened or consumed products
- Orders placed incorrectly by the customer
- Delays caused by shipping carriers
- Change of mind after the order has shipped
Processing Refunds
Approved refunds will be issued to the original payment method. Please allow 5–10 business days after approval for your financial institution to process the refund.
Order Cancellations
Orders may only be cancelled before they have entered processing. Once an order has been processed or shipped, cancellations are no longer possible.
Contact Us
If you need assistance regarding your order, please contact Aqua Moss through our website before initiating a chargeback so we can help resolve your concern quickly.