Refund policy
Returns and Refund Policy
Last updated: 17 August 2026
At Caribella, we carefully prepare and package every order. We hope you love your purchase, but if something goes wrong, please contact us so that we can help.
Perishable products
Our sea moss gels and other chilled or perishable products cannot be returned or refunded if you change your mind. This is because they have a limited shelf life and must be stored under specific temperature conditions.
This does not affect your rights if an item is faulty, damaged, unsafe, incorrectly supplied or not as described.
Teas, capsules, powders and dried products
You may cancel an eligible online order within 14 days of receiving it.
For health, hygiene and food-safety reasons, we cannot accept a return if the product’s seal has been broken, the packaging has been opened or the product has been used.
Eligible products must be returned:
- Unopened, unused and in their original sealed packaging
- In the same condition in which they were received
- Within 14 days of telling us that you wish to cancel
- With proof of purchase
Please contact us before returning an item. Customers are responsible for return postage when cancelling because they have changed their mind. We recommend using a tracked postal service, as we cannot be responsible for returns lost in transit.
Damaged, faulty or incorrect orders
Please inspect your order as soon as it arrives. If an item is damaged, faulty, incorrectly supplied or not as described, contact us as soon as possible, preferably within 48 hours of delivery.
Please provide:
- Your name and order number
- A description of the problem
- Clear photographs of the product and packaging
- A photograph of the shipping label
- A video, where necessary, showing leakage or damage
Please do not dispose of the product or packaging until we have reviewed your claim. Where appropriate, we will offer a replacement, refund or another remedy in accordance with your statutory rights.
Chilled deliveries
Please ensure that someone is available to receive chilled products and refrigerate them promptly.
We cannot offer a refund where:
- The delivery was made to the address supplied with the order, but the parcel was not collected or refrigerated promptly
- An incorrect or incomplete delivery address was provided
- Delivery was unsuccessful because nobody was available and the product subsequently spoiled
- The product was stored or handled contrary to the instructions provided
This does not affect your rights where the product was faulty, damaged or not as described when delivered.
Missing orders or items
If your parcel has not arrived within the expected delivery period, or an item is missing, please contact us with your order number.
If tracking shows that a parcel was delivered but you cannot locate it, please check with members of your household, neighbours and any nominated safe place before contacting us. We will then review the delivery information and raise an enquiry with the courier where appropriate.
Cancelling an order before dispatch
If you need to cancel or amend an order, contact us as soon as possible. We will try to accommodate your request, but we cannot guarantee changes once an order has entered preparation or has been dispatched.
Personalised, made-to-order or freshly prepared perishable items may not be cancelled once preparation has begun.
Refunds
Once an approved return has been received and inspected, we will notify you of the outcome.
Approved refunds will be made to the original payment method. Please allow time for your bank or payment provider to process the refund.
For eligible cancellations, any standard outbound delivery charge will be refunded where required by law. Additional charges for premium or express delivery are not refundable beyond the cost of standard delivery.
We may withhold the refund until the returned goods have been received or you provide evidence that they have been sent back, whichever occurs first.
Event and market purchases
For purchases made in person at markets, events or pop-ups, we do not offer refunds simply because you have changed your mind.
If an item is faulty, damaged or not as described, please contact us with proof of purchase. Your statutory rights remain unaffected.
Products that cannot be returned
Unless faulty, damaged or incorrectly supplied, we cannot accept returns of:
- Sea moss gels and other perishable products
- Opened teas, capsules, powders or dried herbs
- Products with broken or removed safety seals
- Personalised or made-to-order products
- Gift cards
- Items damaged through misuse, improper handling or incorrect storage
Contact us
To request a cancellation, return, replacement or refund, please contact Caribella through the contact details provided on our website:
Website: www.caribella.org
Please include your full name, order number and details of your request.
Nothing in this policy limits or excludes your rights under UK consumer law.