Refund policy

At Xpental, your satisfaction matters. We take pride in every order we pack and ship. Please read below to understand how we handle issues with your order.

1. No Physical Returns or Exchanges

Due to the perishable and consumable nature of our sea moss products, all sales are final. For health and safety reasons, we cannot accept physical returns, exchanges, or items sent back to our facility. Please do not mail products back to us.

2. Damaged or Defective Items

If your order arrives damaged or defective (e.g., broken jars, leaking seals, or completely warm gel due to transit errors), we will gladly send a replacement or issue store credit.

• Time Limit: You must report the issue within 48 hours of the carrier's confirmed delivery time.
• Proof Required: Please email us at support@xpental.com with clear photos of the damaged packaging and the product itself, along with your order number. We require photographic evidence to verify the issue and file a claim with the carrier.

3. Incorrect Orders

We hand pack every order with care, but mistakes can happen. If you receive the wrong item, size, or flavor, please contact us within 48 hours of delivery. If possible, do not open or consume the incorrect product. Send us a photo of what you received along with your order number to support@xpental.com, and we will ship the correct item to you immediately at no extra cost. If the incorrect item was already opened before you noticed, please still reach out — we will work with you to make it right.

4. Quality Concerns & Spoilage

We guarantee the freshness of our sea moss upon delivery. If you believe your product has spoiled prematurely despite following the correct storage instructions (immediate refrigeration), please contact us within 48 hours of delivery at support@xpental.com with your order number and photos.

Please note: We cannot issue refunds or replacements for spoilage if the package was left outside for an extended period after delivery or if it was not refrigerated immediately upon arrival.

5. Lost or Stolen Packages

If your tracking shows delivered but you have not received your package, please check around your property and with neighbors first. If the package is still missing, contact us within 48 hours at support@xpental.com and we will assist you in filing a claim with the carrier. Xpental is not responsible for packages that are confirmed delivered by the carrier but reported stolen or missing after delivery.

6. Incorrect Shipping Address

Please double-check your shipping address before placing your order. If a package is returned to us due to an incorrect or incomplete address provided by the customer, the customer will be responsible for the cost of reshipping. If the package is not recoverable, we are unable to issue a refund.

7. Refunds & Store Credit

Once your damage or error claim is approved, we will process your remedy promptly.

• Replacements: Shipped out during our next regular shipping window (Monday through Wednesday).
• Refunds/Store Credit: Approved refunds will be issued to your original payment method or provided via a digital gift card within 3 to 5 business days. Note: Your bank may take additional time to process and post the transaction.

8. Order Cancellations

Because we begin processing orders quickly to ensure freshness, you can only cancel an order within 2 hours of placement. Once an order has been packed or a shipping label has been created, the order cannot be canceled or refunded.