Last updated: 31 August 2026
This policy sets out when you can return something to Naturali and how refunds work. It forms part of our Terms of Service.
There are two different windows, and they are not the same length:
- 7 days — if you simply changed your mind.
- 30 days — if the item is faulty, damaged or not as described.
Changed your mind — 7 days
You may return an item within 7 days of delivery if it is unused, in the same condition you received it, and in its original packaging.
For change-of-mind returns, you pay the return postage. The original delivery charge is not refunded.
Faulty, damaged or not as described — 30 days
If something arrives damaged, develops a fault, or is not what was described, tell us within 30 days of delivery. Email hello@naturali.me with your order number and photographs of the problem where possible.
We will arrange a replacement, a refund, or another appropriate remedy. We pay the return postage on faulty items, and we refund the original delivery charge as well.
Nothing here affects your statutory rights under the Consumer Protection (Fair Trading) Act 2003 and the Sale of Goods Act 1979, which may give you remedies beyond this policy.
What we cannot take back
For hygiene and safety reasons we cannot accept returns of opened or used personal-care or consumable products unless they are faulty. Gift cards are also non-returnable.
How to start a return
- Email hello@naturali.me with your order number and what is wrong.
- Wait for our reply before sending anything back — we will confirm the return address and how to send it.
- Pack the item securely. We recommend a tracked service; we cannot refund an item that does not reach us.
Please do not send items back without contacting us first.
Refunds
Once we receive and inspect the return, we will email you to confirm the outcome. Approved refunds go back to your original payment method.
We process refunds within 5 business days of approving them. Your bank or card issuer may take several more days to show the credit — that part is outside our control.
If you have not seen a refund after 10 business days from our confirmation email, contact us at hello@naturali.me and we will chase it.
Cancelling before dispatch
If you want to cancel an order that has not been dispatched yet, email us as soon as you can and we will cancel it if we still can. Once an order has been dispatched, treat it as a return.
Exchanges
We replace items if they are faulty or damaged. If you need a different product, return the original under the rules above and place a new order.
Contact
Any question about a return or refund: hello@naturali.me.