Refund Policy

At PreMoss, we stand behind our product with a 30-day money-back guarantee. Because PreMoss is a fresh, perishable product, please read how our refunds work below.

30-Day Money-Back Guarantee

If you're not satisfied with PreMoss, you can request a refund within 30 days of your delivery date. To keep our guarantee fair and sustainable for a fresh, handmade product, refunds work as follows:

• You may open and try one jar— that jar does not need to be returned, and it's still covered by your refund.
• To receive your full refund, all remaining jars must be returned to us unopened, in their original sealed condition.
• Once we receive your returned jars, we'll issue your refund to your original payment method within 5–10 business days.

To start a return, email us at premossadmin@gmail.com with your order number, and we'll send you a prepaid return label and return instructions. Please don't ship anything back before contacting us. Unauthorized returns, meaning those sent without our prior approval and prepaid label, cannot be accepted or refunded.

Eligibility

• The guarantee covers your first order, with one refund per customer or household.
• Refunds apply only to orders placed directly through premoss.com. Orders from third-party sellers are not covered and should be directed to the original seller.
• Requests must be made within 30 days of the delivery date.
• Return shipping is the responsibility of the customer. For approved returns, we'll provide a prepaid return label and deduct the cost of return shipping from your refund. This does not apply to orders that arrived damaged or spoiled (see below).

Return Shipping & Refund Amount

For approved satisfaction returns, we'll email you a prepaid return shipping label so you don't need to arrange postage yourself. The cost of that return shipping is deducted from your refund — so your refund will be your order total minus the return shipping cost. Using our label ensures your return is tracked and received.

Complimentary Samples

Complimentary sample bottles included with qualifying orders are provided free, are not separately refundable, and do not need to be returned.

Damaged, Defective, or Spoiled Orders

PreMoss is a fresh, perishable product and must be refrigerated or frozen immediately upon delivery. Because spoilage can occur if the product is left out, please check your order as soon as it arrives.

If your order arrives damaged, spoiled, or incorrect, you must contact us at premossadmin@gmail.com on the same day your order is delivered, before the end of that day, including your order number and a photo of the issue. We'll make it right with a replacement or a full refund — no return required, and no shipping cost to you — in these cases.

Because we're unable to verify whether the product was refrigerated promptly after delivery, we cannot accept spoilage claims reported after the day of delivery. Damaged, spoiled, or incorrect order claims are handled separately from the satisfaction guarantee above and are not subject to the one-per-customer limit, the return requirement, or the return-shipping deduction.

Cancellations

Orders can be cancelled for a full refund if they have not yet entered our preparation cycle. Once an order has been billed and prepared, our standard 30-day guarantee applies.

How to Request a Refund

1. Email premossadmin@gmail.com with the subject line "Refund Request."
2. Include your order number and the name or email used for the order.
3. We'll confirm your request and, where a return applies, email you a prepaid return label and return instructions. The return shipping cost will be deducted from your refund.

Questions

We're a small team, and a real person will get back to you. Reach us anytime at premossadmin@gmail.com. You can also visit our contact page.

This policy was last updated on August 2, 2026.