Refund, Replacement and Cancellation Policy

Last updated: August 20, 2026

We want you to feel confident ordering from The Vine Living. This policy explains when refunds, replacements, cancellations and rescheduling may be available for products and coaching sessions.

Food Products Are Final Sale

Due to the edible and, in some cases, perishable nature of our sea moss products, we cannot accept returns or exchanges.

This policy applies to both opened and unopened food products, including:

Dried sea moss
Sea moss gel
Flavoured or prepared sea moss products
Other edible products

Please review product descriptions, ingredients, sizes, storage instructions and shipping information carefully before placing your order.

Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective, spoiled or incorrect, contact us at order@thevineliving.co within 48 hours of delivery.

Include:

Your name
Order number
A description of the problem
Clear photographs of the product
Photographs of the shipping packaging and label
Any other information that may help us assess the issue

Please keep the product and all original packaging until we have reviewed your request. Do not return or discard anything unless we instruct you to do so.

Once we review the claim, we may offer, depending on the circumstances:

A replacement
Store credit
A partial refund
A full refund

Submitting a request does not automatically guarantee a refund or replacement. Claims are reviewed individually.

Product Quality and Personal Preference

We cannot provide refunds or replacements based solely on personal preference, including taste, texture, colour or consistency, when the product is safe, correctly supplied and consistent with its description.

Sea moss is a natural product. Its colour, shape, texture and other characteristics may vary between batches.

Order Cancellations and Changes

If you need to cancel or change an order, contact us as soon as possible at order@thevineliving.co.

We will make reasonable efforts to accommodate the request, but changes and cancellations are not guaranteed once an order has entered processing, preparation or shipment.

Orders that have already shipped cannot be cancelled.

Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address.

If an order is delayed, lost, returned or delivered incorrectly because the shipping information supplied at checkout was incomplete or inaccurate:

Original shipping charges will not be refunded.
Additional shipping charges may apply.
A replacement or refund may not be available for perishable products.

Delivery Delays and Missing Packages

Shipping and delivery estimates are not guarantees. Delays may occur because of weather, carrier disruptions, high-volume periods or circumstances outside our control.

If tracking shows that a package was delivered but you cannot find it:

Confirm that the shipping address on the order is correct.
Check around the delivery location.
Ask household members, neighbours, a concierge or building management.
Contact the shipping carrier.
Contact us if the package remains missing.

We may need to open an investigation with the carrier before determining whether a replacement or refund is available.

The Vine Living is not responsible for packages lost or stolen after confirmed delivery to the address provided, although we will make reasonable efforts to assist.

Packages Returned to Sender

If a package is returned because of an incorrect address, failed delivery attempt, refusal or failure to retrieve it, contact us to discuss the available options.

Because food products may be perishable or unsuitable for resale after shipment, we cannot guarantee that the order can be reshipped or refunded. Original shipping charges are non-refundable, and additional shipping fees may apply.

Sale and Promotional Items

Sale and promotional items are final sale and cannot be returned because of preference or a change of mind.

If a sale item arrives damaged, defective or incorrect, contact us within 48 hours of delivery. Eligible claims will be reviewed under the same process as regularly priced products.

Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash, except where required by law.

Gift cards do not expire except where an expiry date is permitted by applicable law.

The Vine Living is not responsible for a gift card that is lost, stolen or used without authorization.

Coaching Cancellations and Rescheduling

Coaching sessions may be cancelled or rescheduled by contacting us at least 24 hours before the scheduled appointment time.

When at least 24 hours’ notice is provided, you may:

Reschedule the session, subject to availability; or
Request a refund to the original payment method.

Cancellations made less than 24 hours before the appointment and missed appointments are non-refundable.

If you arrive late, the session will normally end at its originally scheduled time. The session fee will not be reduced or partially refunded because of late arrival.

Provider Cancellations

If The Vine Living needs to cancel or reschedule a coaching session, you may choose:

A new appointment time;
A credit toward a future session; or
A full refund to the original payment method.

We will contact you using the email address or telephone number supplied during booking.

Coaching Packages and Promotions

Unless otherwise stated at the time of purchase, the 24-hour cancellation policy applies to each individual appointment booked as part of a coaching package.

Promotional or discounted coaching sessions remain eligible for rescheduling when at least 24 hours’ notice is provided. Any refund will be based on the amount actually paid.

Refund Processing

Approved refunds will be issued to the original payment method.

Please allow 5–10 business days after approval for the refund to appear. Processing times are determined by your bank or payment provider and may vary.

If you have received confirmation that a refund was processed but it has not appeared after 10 business days:

Check the original payment account.
Contact your bank or credit-card provider.
Contactez-nous à l'adresse suivante order@thevineliving.co if you still require assistance.

Original shipping charges are non-refundable unless the refund results from an error by The Vine Living or is otherwise required by law.

Do Not Send Products Without Authorization

Do not mail or deliver a product to The Vine Living unless we have provided written return instructions.

Unauthorized returns may not be accepted or refunded.

Your Legal Rights

Nothing in this policy limits any rights or remedies available under applicable consumer-protection law.

Nous contacter

For questions about an order, product, refund, replacement or coaching cancellation, contact:

The Vine Living Inc.
Email: order@thevineliving.co
Website: thevineliving.co
Contact page: thevineliving.co/contact-us/