Refund policy
Cancellation and Returns Policy
If you wish to cancel your order:
(a) you can notify us by email to mail@naturalspasupplies.co.uk or by telephone on 0800 023 5008 before we have dispatched the goods to you; or
(b) where goods have already been dispatched to you, by returning goods to us in accordance with our returns policy below.
Returns Policy
Our products are guaranteed against manufacturing faults, but not misuse. We can not accept returns of used items and we follow current regulations where cosmetics can not be returned once opened. Also personal items can not be returned after use such as sponges, combs, brushes as well as items that have been used and handled such as the amphora etc. So please examine the items we send you carefully before you unseal them and start trying them, just as you would examine goods in a shop while you are deciding whether to buy them or not. In the same way, if you pick up an item in a shop which you don’t want, your would place it back on the shelf unopened and untried.
If having examined the item and read the label and you decide it is not for you, you will be able return the items if they are unopened but we will not be able to reimburse you for the cost of return carriage. If you need specific guidance before you make your purchase, please give us a call.
You will be held responsible for any damage or loss whilst items are being returned to us. For items being returned though Royal Mail, we recommend using Royal Mail 48 and rather than paying for tracking, please just obtain a proof of postage. Keep the proof of postage in a safe place until you know that we have received the returned item.
If any of our items are defective or broken upon arrival, please get in touch straight away. We will ask for photographic evidence, and we will be able to agree with you whether you would like a replacement or a refund.
On receipt of your returned goods we will authorise a refund or replacement. We aim to refund your card within 48 hours, but please allow a maximum of 14 days for refunds to be processed and credited to your account. If you used a credit card to make your purchase we will credit the same card number. If you made your purchase with a bank transfer we will refund you back to the same account, likewise if you have used Paypal checkout, we can only refund back into the Paypal account.
How to Initiate a Return
No right of cancellation, refund or return exists under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 once you have used your product, unless the product is defective and you are returning it for this reason. No right of cancellation exists for personalised goods or goods that are intimate in their nature or goods where there may be hygiene issues such as the amphora, unless defective. We will not issue refunds for any items lost or stolen in transit to us.
Please contact us in writing before returning the item giving your name, telephone number, the order details and details of the defect, or if you prefer call us on 0800 0235008, so we are expecting your return. Once we’ve agreed the refund or replacement, we will let you know how to return the item to us and, on receipt, we will arrange to replace or fully refund your order whichever you prefer. This covers any item acknowledged by us to be faulty, providing such faults have not been caused by misuse, accident, negligent handling or improper care of the goods – your product will need to be inspected before reimbursement.
Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state. If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
You are responsible for paying any postage or shipping costs incurred when returning the product. Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return. Subject to the above, we will refund the purchase price of a returned product within 14 days of receiving the returned product.
We will also refund the cost of standard or recorded postage incurred in returning a product, if incorrectly sent by us or where the product has been returned due to a defect. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery fee.
Damaged Items
Inspect any package thoroughly before accepting/signing for it. In the unlikely event that your order is damaged in transit, keep the original packaging and contact us immediately with your order details and details of the problem. It is your responsibility to notify us of any damaged goods within 3 days of delivery. We will confirm how to return the item to us and, on receipt, arrange to replace or fully refund your order whichever you prefer. Your product will need to be inspected before reimbursement. Sometimes, we just ask for proof that the product is damaged of defective and will ask you to text or email us the evidence.
Unwanted Items
If you are not entirely delighted with the goods you have chosen, provided your purchase remains unused and in perfect condition and with all the original packaging we will be happy to accept the product back for refund or exchange up to 14 days after receipt without question. This refund does not extend to the cost of returning the goods to us and your product will need to be inspected before reimbursement. Goods returned damaged or not in their original packaging can not be accepted.
The refund does not extend to the cost of gift wrapping which is a one off service which can not be recouped.
Cancelling and order and initiating returns does not affect your statutory rights. You can read the regulation here http://www.legislation.gov.uk/uksi/2013/3134/made
The return address to our head office is:
Natural Spa Supplies Ltd, The Old Post Office, The Street, Weybread, Diss, IP21 5TL.
Please get in touch with us before you return an item and we can guide you through the process and make it straight forward and fast for you. Tel 0800 023 5008 or 01508486715