Refund policy

Return & Refund Policy

We've updated this policy on 17th July 2025 and it's offered in addition to your legal rights.

Quick Reference Summary:

Situation	Timeline	Cost to you	Requirements
Cancel before shipping	Until shipped	Free	Email hello@natrls.com with order number
Changed your mind	14 days from delivery	£5 or 15% restocking fee (whichever is greater) + return postage costs	Email hello@natrls.com and await confirmation before returning the items unopened, in their original packaging to: Natrls, PO Box 59566, London SE21 9DW, UK using Royal Mail Tracked 24 or 48 (no signature)
Damaged/faulty items	14 days from delivery	Free return & replacement	Email photos of damage/defect with order number to hello@natrls.com
We sent wrong items	14 days from delivery	Free return & replacement	Don't open incorrect items and email photo evidence (including use by date if appropriate) with order number to hello@natrls.com

Need Help? - Contact hello@natrls.com for guidance on unclear situations

Which situation applies to you?

⏰ Want to cancel before receiving your order? → See 1) If you have changed your mind
📦 Received your order but changed your mind? → See 1) If you have changed your mind
🔁 Want to exchange for a different item? → See 4) Exchanges or changes to your order
💥 Received damaged or faulty goods? → See 2) If goods are damaged or faulty
❌ We sent you the wrong item? → See 3) If your order is incorrect

Important: Please Read Before Completing Your Purchase

When you place an order with us, you're agreeing that you have read, understood, and agree to this Return & Refund Policy. This acknowledgment will be used to process any future returns or disputes.

1) If you have changed your mind

Cancelling your order before it has been shipped

The quickest, easiest (and free!) way to cancel your order is to let us know before your order is shipped – simply email hello@natrls.com including "CANCEL" in the email's subject line and the order number.

If your order has not yet been shipped, we will issue a full refund of your complete order (including any shipping fee you have paid), when your order is processed.

If we advise that your item has already been shipped, please see below:

Cancelling your order after it has been shipped

You can cancel your order within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you (or any third party acting for you, other than the carrier) receive the goods. This 14-day period is calculated from the actual delivery date (when the goods are delivered to your address or collected by you), not the shipping date.

To exercise the right to cancel, you must first inform us of your decision to cancel this contract by a clear statement by emailing hello@natrls.com and including "CANCEL" within the email subject line. We have included a template email you may wish to use in the “Model Cancellation Form” section at the end of this information.

If you cancel this contract, we will reimburse all payments received from you, including any shipping fee you may have paid (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us), minus any applicable restocking fee as outlined below.

All cancellations of orders that we have already shipped are subject to a restocking fee of £5 or 15% of the returned item/s' value, whichever is greater. This fee covers processing and administration costs and will be deducted from your final refund amount.

We will not reimburse any costs of returning cancelled orders to us.

We may also make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of any handling by you beyond what is necessary to establish the nature, characteristics and functioning of the goods.

We will process your reimbursement without undue delay, and not later than 14 days after the day we receive back from you any goods supplied. We will process the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees (such as card processing fees) as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back and inspected them.

You shall send back the goods to us at PO Box 59566, London, SE21 9DW, UK following the "How to make a Return" procedure below, without undue delay and in any event, not later than 14 days from the day on which you communicate your cancellation of this contract to us via hello@natrls.com. You will bear the direct cost of returning the goods to us and we will not be responsible for your order until we have received delivery of it.

Product Condition Requirements

To maintain hygiene and safety standards, any returned items must be returned in their original packaging with all original seals intact, completely unopened, unused, untampered with and in original condition suitable for resale. This means:

Original manufacturer seals must be unbroken
No signs of use or handling beyond initial inspection
All accessories, documentation, and packaging materials included
All product packaging (including branded labels, boxes, tags, and outer packaging) must be in resalable condition with no damage, marks, or alterations
Items must be in exactly the same condition as when delivered, including the condition of any branded packaging

2) Exchanges or changes to your order

We do not offer exchanges, so you will need to:

Cancel the order you no longer want – either before it has shipped or within 14 days of receiving it (following the above process for "If you have changed your mind")
Place your new order

3) If your order is incorrect

We pack every order carefully. However, if we have sent you any items that are different from what you ordered, please do not use them, open them or remove them from their packaging and simply let us know within 14 days of receiving your order by emailing hello@natrls.com, including your order number, a detailed explanation of the issue and clear photo/s showing the incorrect item (including any use by dates if appropriate) so that we can put things right by arranging a return of the incorrect, unused items and send you the correct items (at no additional cost to yourself).

4) If goods are damaged or faulty

The UK Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality.

We want you to be happy with your purchase from Natrls. Please inspect your order as soon as possible when you receive it, before opening or using the products inside or discarding the delivery packaging. If there is a problem with any of the goods you receive from us, please:

Do not use the damaged goods, open them or remove them from their original packaging
Let us know within 14 days of receiving your order by emailing hello@natrls.com, including your order number, a detailed explanation of the issue and clear photo/s of damage/defect so that we can evaluate the issue and approve a resolution

Upon approval, we will put things right by arranging a return of the damaged/faulty item/s and sending you a direct replacement at no additional cost to yourself (or arranging reimbursement if a direct replacement is not available, such as if the item is not in stock).

No restocking fee applies to returns for damaged or faulty goods.

5) How to make a Return

Await Return Approval: Once you have completed one of the steps above and received an email from hello@natrls.com confirming that we are expecting your return, please follow this process to return your item/s to us.
Packing your return: Returns must be repacked carefully using the original delivery packaging to avoid damage in transit and include proof of your order from Natrls (either in the form of the packing slip packed with your order or a print-out of your order confirmation email).
Shipping your return: Returns should be shipped to Natrls, PO Box 59566, London, SE21 9DW, UK using Royal Mail’s Tracked 24 or Tracked 48 service (without signature). Do not use “Signed For” services or other couriers/carriers requiring proof of receipt, as these cannot be received at PO Box addresses.
Keep your proof of postage and tracking number safe: We advise keeping your proof of postage and the parcel tracking information safe until your return has been processed by us, so that you can claim reimbursement for any lost packages from Royal Mail if we do not receive your return.

Return Timeline Requirements:

Return requests must be initiated within 14 days of the date you receive delivery
Items must be physically posted to us within 21 days of the date you receive delivery
Returns received after these deadlines will not be processed

Responsibility for Returned Items:

We are only responsible for your return once it has been received at the above PO Box address. Any returns lost or delayed in transit are your responsibility and any returns that don't reach us will not be treated as returned - and so cannot be replaced or refunded.

6) Refunds

We can only accept returns from and/or offer reimbursement to the person who placed the order.

Refunds can only be issued to the payment method used for the original order.

We will notify you once we have received and inspected your return and let you know if the refund was approved (or if not, the reason/s why). If approved, we'll process your refund to your original payment method within 10 business days, minus any applicable restocking fee.

Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since approval and you have not yet received the refund, please contact us at hello@natrls.com.

7) Fraud Prevention

In the interests of preventing or investigating fraudulent activity:

All returns require photographic evidence of item condition before approval
We do not take responsibility for any returns that we haven’t received without proof of the return having been sent as per the “How to Make a Return” process and delivered successfully to our PO Box address by Royal Mail.
We may contact you regarding returns activity which is suspicious, and/or
We reserve the right to deactivate any account which is engaged in suspicious activity
We maintain records of all return activity for fraud prevention purposes

Model Cancellation Form

To cancel an order, you may use the model cancellation form below:

To Natrl Ltd, PO Box 59566, London, SE21 9DW, United Kingdom
On [add order cancellation date] I/we hereby give notice that
I/we cancel my/our contract of sale for the following goods:
Order number - [add order number]
Date order received - [add date the order was delivered]
Kind regards, [add consumer's full name]

This policy complies with UK Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.