Product Quality, Storage & Freshness Policy

Sea Moss Gel Handling, Mold Reporting & Eligibility Guidelines

Why This Policy Exists
Our sea moss gels are handcrafted in small batches without preservatives to keep them as close to their natural state as possible. Because there are no preservatives, the freshness and safety of the product is directly tied to how it is stored and handled after delivery.

Common Causes of Premature Mold Growth
Mold growth that occurs after delivery is most commonly caused by one or more of the following:

  • The jar not being transferred to the freezer upon arrival, only the jar currently in use should be kept in the refrigerator; all others must be stored in the freezer
  • Using a wet, dirty, or previously used utensil to scoop the product
  • Double-dipping a utensil back into the jar after it has touched food, saliva, or another surface
  • Leaving the jar open or exposed to air for extended periods
  • The jar exceeding its shelf life (3–4 weeks refrigerated, up to 6 months frozen, whether opened or unopened)

Verification Window: 48 Hours
Because the factors listed above occur after the product leaves our facility, we are unable to verify the condition or handling of a jar once it has been in a customer's possession for an extended period of time. For this reason:

  • Any concerns regarding mold, spoilage, or product quality must be reported within 48 hours of delivery
  • Reports must include clear photo or video documentation showing the issue, along with the delivery date
  • Reports submitted after this 48-hour window cannot be verified against transit and handling conditions, and will not qualify for a replacement or refund

Why This Standard Applies to Everyone
We ship all sea moss gel orders using a 1-2 business day transit window and include clear storage instructions with every order, both on the product label and in the included care card. Because of this, any quality concern reported outside the 48-hour window is treated as having occurred after proper storage guidelines were no longer being followed, regardless of intent.

This policy is applied uniformly to every customer and every order. It is not a reflection on any individual customer's honesty, and our team does not make assumptions about how a specific customer handled their product. Instead, this timeframe simply reflects the point at which we can no longer verify what may have changed since delivery.

What We're Able to Offer
While reports submitted outside the 48-hour window are not eligible for a refund or replacement, we may offer a discount code at our discretion as a gesture of goodwill. This is not guaranteed and is evaluated on a case-by-case basis.

How to Report an Issue Within the Window

  • Email support@holisticvitalis.com within 48 hours of delivery
  • Include your order number
  • Attach clear photos or video of the affected jar(s)
  • Let us know how the product has been stored since delivery