Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at holisticseamossgel@gmail.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at holisticseamossgel@gmail.com.

 

📦 Shipping & Transit Policy for Perishable Items

Once your order leaves our facility, UPS, FedEx, or your selected carrier becomes fully responsible for the handling and timely delivery of your package.

We take great care in packaging your perishable items (such as fresh fruit) using protective materials and cold packs when needed. However, we cannot control how carriers handle packages in transit or any delays caused by weather, logistics issues, or rough handling.

If your perishable items arrive damaged or spoiled due to carrier delay or mishandling, we strongly recommend that you:

  • File a claim directly with the carrier (UPS or FedEx) using their online claim form

  • Save photos of the damaged product and packaging for your claim

  • Contact us after submitting the claim so we can assist if possible

We do not offer refunds for items damaged in transit, but we will support your claim with the carrier and may offer a discount on future orders as a courtesy.

Thank you for your understanding and for supporting our small business.

 

Damages and issues

All fruit is packed and shipped fresh. 

If UPS or Fedex mishandles your package in transit, please file a complaint with them as this is not our issue! 

All fruit packages MUST BE OPENED IMMEDIATELY once delivered. Failing to do so can lead to spoiled and damaged fruit. 

Note on Outer Skin Mold:
Because soursop is a high-moisture tropical fruit, condensation during storage or shipping can sometimes cause harmless mold to appear on the outer skin. This does not mean the fruit is spoiled. The thick rind naturally protects the soft white pulp inside, and the mold stays on the surface. Simply wash the fruit before cutting. As long as the inside is fresh, aromatic, and free of discoloration, it is perfectly safe to enjoy.


Exceptions / non-returnable items
Certain types of items cannot be returned or refunded, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at holisticseamossgel@gmail.com.