Returns & Refunds

 

This Returns & Refund Policy forms part of our Terms & Conditions. By placing an order with Naturalistic Products LTD, you agree to the terms outlined below.

We may update this policy from time to time. Please review this page before placing an order.

We want every order to reach you in perfect condition and for you to be happy with your purchase. If something isn’t right, we’re here to help. Please read this policy carefully so you know what to expect.

 

This policy must be read alongside our Terms of Service and Shipping Policy, both of which form part of your agreement with us when placing an order.

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To exercise this right, please log into your account and request a return within 14 days of delivery.

 

This right applies to unopened, unused items only. Due to the nature of personal care products, we are unable to accept returns on opened or used items for hygiene reasons, unless they are faulty or damaged. This does not affect your statutory rights.

 

Click the profile icon in the store's menu, or go to the refund policy or a returns page, and then request a return.

Sign in to your account:

In the "Email" field, enter your email address, and then click "Continue".

In your email account, open the email sent from our store and copy the six-digit verification code included in the email.

Go back to the online store, and then enter a six-digit verification code.

Click "Request return" for the order that you want to submit the return for.

If your order has more than one item, then select the items that you want to return.

Select a return reason and add a note for the store.

Click "Request return".

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

 

Return postage costs

A return postage fee of £3.99 applies for change-of-mind returns using our prepaid label service. This will be deducted from your refund. If you prefer to arrange your own postage, the £3.99 fee will not be charged — please use a tracked service and retain your proof of postage, as we cannot be responsible for items lost in transit.

 

Return postage is free if the item is faulty, damaged, or incorrect. In these cases, we will cover the full cost of the return.

 

International and remote customers

If you are based outside the UK, or do not have access to a Royal Mail location, please use your local postal service and contact us for the returns address. We strongly recommend using a tracked service. We cannot be responsible for international returns that are lost in transit.

 

Condition of returned items

Items must be returned in their original, unused condition with all original packaging intact, including tamper-evident seals, cellophane, and labels. If an item is returned in a condition that suggests it has been used beyond reasonable inspection, we reserve the right to reduce or decline the refund to reflect the diminished value.

 

We recommend photographing your item before returning it, particularly if you have any concerns about its condition or packaging.

We sincerely apologise if your order arrived damaged, faulty, or contained the wrong item. Please contact us within 3 days of delivery at team@naturalisticproducts.co.uk. To help us resolve this quickly, please include:

 

•        Your order number

•        A description of the issue

•        Clear photographs of the outer packaging as it arrived

•        Clear photographs of the damaged, faulty, or incorrect item

 

Without photographic evidence of both the packaging and the item, we may be unable to investigate. Once we have reviewed your case, we will arrange a replacement or full refund including any delivery charges. You will not need to return a damaged item unless we specifically request it.

 

In cases where a product is alleged to be faulty or defective, we reserve the right to consult the relevant manufacturer or supplier as part of our investigation. Where a manufacturer provides an assessment, we will take this into consideration, however the final decision on whether to offer a remedy rests with Naturalistic Products Limited at our reasonable discretion, having regard to all available information and your statutory rights.

 

Please report damaged or faulty items within 3 days of delivery. We may not be able to investigate or resolve issues reported significantly after delivery, particularly where the product has been opened, used, or stored outside recommended conditions.

If an item is missing from your order, please contact us within 3 days of delivery with your order number and details of what is missing. Once confirmed, we will send a replacement or process a refund. We may ask for a photograph of what was received to assist our investigation.

Where we have contacted you regarding a return, refund, complaint, or any other order-related matter and have not received a response within 7 working days of our last communication, we will consider the matter resolved and no further action will be taken. If you wish to reopen a case after this point, please contact us at team@naturalisticproducts.co.uk and we will review the circumstances at our discretion.

If your parcel is returned to us — for example because a delivery was missed, the parcel was not collected from the post office, an incorrect address was provided, or customs charges were not paid — we will contact you by email when it arrives back with us.

 

We will offer you two options:

 

•        Re-shipment: we will resend your order once re-shipment postage has been paid. An admin fee of £5.00 also applies.

•        Refund: we will refund the cost of the products only. Original shipping costs are non-refundable. An admin fee of £5.00 applies. If your order originally qualified for free shipping, a £3.99 outbound shipping fee will be deducted from the refund.

 

If we do not receive a response within 3 days of our email, we will automatically process a refund minus the applicable deductions.

 

We do not reship returned parcels without receiving payment for re-shipment first. If you would like your order resent, a new postage fee will apply.

We do not offer direct exchanges. If you would like a different product, please return the original item for a refund (if eligible) and place a new order. Contact us if you need help with this process and we’ll make it as straightforward as possible.

If your order included a free gift or promotional item, this must be returned alongside the main product when processing a return. If the free gift is not returned, we reserve the right to deduct its value from your refund.

We reserve the right to decline returns or apply additional charges in cases where we identify a pattern of repeated purchasing and returning. This policy exists to protect the integrity of our service and ensure fairness for all customers.

Only full-price items are eligible for a refund. Items purchased in a sale or at a discounted price cannot be returned or refunded, unless they are faulty or damaged.

Once your return has been received and inspected, we will email you to confirm receipt and notify you whether your refund has been approved or declined. If approved, your refund will be processed within 7 working days to your original payment method.

 

Please allow additional time for your bank or card provider to post the credit to your account — this typically takes 3–5 working days but can occasionally take longer depending on your provider.

 

Refund amounts

The following deductions may apply depending on the circumstances of your return:

 

•        Change-of-mind returns: £3.99 return postage deducted if our prepaid label was used

•        Returned to sender: £5.00 admin fee plus original shipping costs (non-refundable)

•        Free shipping orders returned to sender: £3.99 outbound shipping deducted in addition to admin fee

•        Used or unsaleable returns: partial refund or refund declined at our discretion

•        Free gifts not returned: value of the gift deducted from refund

 

For faulty, damaged, or incorrect items, you will receive a full refund including any delivery charges paid.

 

Currency

All refunds are processed in Pounds Sterling (GBP £), the same currency used at checkout. If your card account operates in a different currency, the refunded amount may differ slightly from the original payment due to exchange rate fluctuations at the time of processing. We have no control over this.

 

Late or missing refunds

If you have not received your refund within the expected timeframe, we recommend taking the following steps before contacting us:

 

•        Check your bank or card account again — refunds sometimes appear under a different reference

•        Contact your card provider — there is often a short processing period before a refund is posted

•        Contact your bank directly — they can confirm whether a credit is pending

 

If you have done all of the above and your refund has still not appeared, please contact us at team@naturalisticproducts.co.uk with your order number and we will look into it.

Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If you have a complaint that we are unable to resolve, you may be entitled to refer it to an Alternative Dispute Resolution (ADR) scheme or contact the Citizens Advice consumer helpline.

Questions about a return or refund? Contact us at team@naturalisticproducts.co.uk

Last updated March 2026