Returns, Refunds, Cancellations and Exchanges

What We Will Do Together:

  • Step 1 –
    • Raise a return/ replacement request within 7 days from the date of delivery, if you’ve received wrong or expired product(s).
      • Please raise a request here with order and contact details -
      • You can also raise a request with us using the Chat option.
    • In case of damaged/ missing product(s), raise a return/ replacement request within 2 days from the date of delivery.
  • Step 2 – Give us 2 working days to review your return request.
  • Step 3 – After reviewing your return request, we will send our courier partner to pick up the products delivered to you.
  • Step 4 – In case our reverse pick up service is not available at your location, you will need to self-ship the product via any reliable courier partner. We will reimburse the courier charges, either in your PayTM Wallet.
  • Step 5 – After your product(s) is received, we will verify it against the claim and initiate the replacement or refund accordingly. Please note that replacement will depend upon the stock availability.

Under what conditions can I return/ replace my product?

  • Wrong product delivered
  • Expired product delivered
  • Damaged product delivered – Physical damage/ tampered product or packaging
  • Incomplete order – missing products

Under what conditions return/ replacement requests will not be accepted?

  • Opened/ used/ altered products.
  • Original packaging (mono cartons, labels, etc.) missing.
  • The return/ replacement request is generated after 7 days from the date of delivery.
  • The damaged/ missing product is reported after 2 days from the date of delivery.

How are returns processed?

Once you request to return a product, a pick up is organised for the item. Our courier partners will come to pick up the item within 5-7 business days after your return request has been received. This item is then brought back to our warehouse where it is checked by our quality control team. Once the product passes the quality control, a refund is initiated.

Can I cancel my order?

You can cancel order from CANCEL button from order details page under My account section. You just need to give reason for cancellation, and leave rest on us.

**Natural reserves the right to cancel any order without pre-confirming the customer at any time and may verify any order before shipping the same to the customer that may include having a verbal or written confirmation from the customer.

Note - Orders can be only cancelled till the status is “Ready to Ship”.

How will I receive the refund for my cancelled or returned product?

  • In case of prepaid orders, money will be returned to the bank account/ credit/debit card or where the payment was made from within 7 business working days. For Cash on Delivery orders customers will be required to provide bank details where they would like to receive the refund.

How long does it take to receive a refund for a cancelled order or returned product?

  • We will process your refund within 7 business days incase of cancellation of an order.In case of returns, we will refund the money after the product has been received by our warehouse and post completion of quality check. Please note, this entire process takes 2 weeks after the return has been picked up.

Can I return part of my order?

  • Yes. You can return any products that are eligible for returns within 7 days of delivery.

 

We are committed to ensuring that you are completely satisfied with your purchase. We understand that sometimes returns or exchanges may be necessary, and we want to make this process as smooth as possible. Please take a moment to review our return and exchange policy below. This information will help guide you through the necessary steps to return or exchange your item, ensuring a hassle-free experience with us. Your satisfaction is our priority; we are here to assist you at every step.

Return Policy:

  • Return window: You have 30 days from the date of purchase to return most items.
  • Condition: Returned parts must be in new, unused, and unaltered condition with the original packaging. We cannot accept parts that have been installed, modified, or damaged.
  • Ineligible items: Certain items may not be eligible for return, including special-order parts, electrical components,and hazardous materials. Please refer to your receipt or contact us for clarification.

Initiating a Return:

To initiate a return, you can either:

  • Contact our customer service: Our friendly representatives are happy to assist you. Call us at [phone number] or reach out via live chat during business hours.

Exchanges:

Exchanges are a great way to get the right part quickly. We offer exchanges for most items within our return window (30 days). When initiating your return online or contacting customer service, simply let them know you'd like to exchange the item for a different part.

Refunds:

  • Once we receive and inspect your returned item, we will process your refund within 5 business days.
  • Refunds will be issued to the original form of payment used for the purchase.
  • Shipping costs are non-refundable unless the return is due to our error (e.g., incorrect part shipped).

Additional Information:

  • You can find a copy of your receipt in your email or by logging into your account (if you have one).
  • Be sure to pack your return securely to prevent damage during shipping.
  • We recommend using a trackable shipping service for your return.

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