returns & refunds

Returns 

Our policy lasts 30 days. If 30 days has gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 


To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 


Several types of goods are exempt from being returned. Perishable goods such as food and/or consumable items cannot be returned if tampered with or has an opened/broken seal.


Additional non-returnable items:


  • Gift cards
  • Health and personal care items
  • Consumable/perishable items/products


To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to our manufacturer. 


There are certain situations where only partial refunds are granted (if applicable):

  • Items with obvious signs of use
  • Packages that have been opened/seal broken and item soiled
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after purchase


Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.


If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 to 5 business days.


You must contact a customer service specialist naturalphormula@gmail.com within 30 days from the date of purchase. (The product must have been purchased from naturalphormula.com)

You may be asked to provide images/video of the product and how it's being used/worn, defects, etc.

The returned items should include all accessories and parts included in the package as delivered. Missing items will void the 30-day money-back guarantee.


After Approval:


Once approved, you will send the package back to us (at the address we provide you with) with valid tracking information. You're refunded no less than 3 business days after we receive the product.


**In some cases, we may accept a return even if the instructions are not followed. Additionally, we reserve the right to withhold up to a USD$20 restocking fee per package/order. 


The 30-Day Money-Back Guarantee Does Not Apply to:


  • Change of mind.
  • Incorrect use / Misuse.
  • Incompatibility.
  • Products purchased from 3rd parties.
  • Late or missing refunds (if applicable)


Once you have received your refund notification email from us, if you haven’t received a refund yet, first check your bank account again. 

Then contact your credit card company, it may take some time before your refund is officially posted. 

Next contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at naturalphormula@gmail.com.


Sale Items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 


Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at naturalphormula@gmail.com.



Gifts 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 


If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and you'll have to coordinate with them about your return. 


Shipping 

To return your product, please first contact us at naturalphormula@gmail.com to receive the return address for which your return item is to be shipped.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund that we provide a shipping label for, the cost of return shipping will be deducted from your refund. 


Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 


If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


Please bear with us due to the pandemic our response times are slightly exaggerated.  We are doing our best to respond to each email as quickly as possible. We aim to provide the best quality of product and service to our customers. Thank you for your support.