Refund policy
Return & Refund Policy
30-Day Return Window
We offer a 30-day return policy from the date you receive your order. To be eligible for a return, items must be unopened, unused, and in their original sealed packaging with all labels intact.
Important: Due to FDA regulations and health safety standards, we cannot accept returns of opened or used supplement products. This protects the integrity of our products and your safety.
How to Initiate a Return
Contact us at support@thrivemoss.com within 30 days of receiving your order. Please include:
- Your order number
- Reason for return
- Photos of the product (if damaged or defective)
Once approved, we'll provide a prepaid return shipping label and instructions.
Non-Returnable Items
- Opened or used supplements
- Products without original sealed packaging
- Sale or promotional items
- Gift cards
Damaged, Defective, or Wrong Items
Inspect your order immediately upon delivery. If you receive a damaged, defective, or incorrect item, contact us at support@thrivemoss.com within 48 hours with photos. We'll replace it at no cost to you or issue a full refund.
Refunds
Once we receive and inspect your return, we'll notify you of approval status. Approved refunds are processed to your original payment method within 5-7 business days. Please allow an additional 3-5 business days for your financial institution to post the credit.
Exchanges
We don't offer direct exchanges. To receive a different product, please return your unopened item for a refund and place a new order.
European Union - 14 Day Right of Withdrawal
EU customers have the right to cancel their order within 14 days of receipt for any reason. Items must remain unopened and sealed. Contact support@thrivemoss.com to initiate your return.
Questions?
Contact our customer support team at support@thrivemoss.com. We typically respond within 24 hours.