Refund policy
RETURNS & REFUND POLICYLast Amended: 18 June 2026 | Website: Naturesnaturalhair.com
How do I return?
- Enter your order number and email address in the fields above and click Start
- Follow the instructions and select the items you want to return
- Once submitted, your return request will be reviewed by the team to see if it falls within the relevant return period
- You will get an email approving or rejecting your return request. If approved, you will be given details on how to send the item back. For UK orders, a second email will be sent with a Collect+ label which you can attach to your item (please see associated costs below)
What items are returnable?
- You can return eligible items within 30 days of receipt of your shipment
- They must be in original condition
- For hair products, items must be unused and with their original packaging and/or labelling intact and attached to the product
- Items that don't have the labelling attached to the product will incur a 10% reconditioning charge, which we will notify you of after inspection. If we do not hear back from you within 4 days of contact, we will return the items to you
- Free gifts or promotional items are not returnable
- All items are inspected before a refund is processed
- Items deemed to be in poor condition will be returned to you
- If any item returned breaches any of the terms outlined in this policy, we reserve the right to return the item to you in the same condition it was received
Non-Returnable Items
The following items cannot be returned or refunded:
- Opened or used hair care products (including treatments, oils, and conditioners) where the seal has been broken
- Digital products and eBooks once downloaded or accessed
- Coaching sessions once commenced
- Gift cards
- Sale items (unless faulty or not as described)
- Free promotional gifts (must be returned with the main order if a return is made)
If you have questions about whether your specific item is eligible, please contact us at info@naturesnaturalhair.com.
Digital Products & Coaching Services
Digital products (including eBooks and downloadable guides) and coaching services are non-returnable and non-refundable once accessed or delivered. By purchasing a digital product or coaching programme, you acknowledge that you waive your right of withdrawal upon delivery or access. This is in accordance with the Consumer Contracts Regulations 2013 (UK) and EU Consumer Rights Directive (2011/83/EU), which permit this exception where the consumer has given prior informed consent.
Damages & Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Are there any charges for return?
- YES — you may use your own courier — Royal Mail Tracked Medium parcel costs start at around £5.30
- If sending back using your own method, please send by recorded/tracked delivery as we cannot be held responsible for goods lost in transit
- Original shipping charges are non-refundable
- International Orders — we recommend returning via a tracked service such as DHL Express, UPS, or FedEx
- If you took advantage of a promotion including free items, the free items must also be returned. Failure to return free gifts will result in a charge for those items
Exchanges
We do not offer exchanges at this time. If you would like a different item, please return your unwanted item and place a new order once your return has been accepted.
How soon will I get my refund?
- Once your return is received and inspected, we will email you to confirm receipt and notify you of the approval or rejection of your refund
- If approved, your refund will be processed and a credit applied to your original payment method within 10 working days
- Please allow additional time for your bank or card provider to process and post the refund
- If more than 15 business days have passed since your refund was approved, please contact us at info@naturesnaturalhair.com
International Returns & Duties
Refunds on international returns will include only the amount paid for the products and do not include duties, taxes, or import fees. These are non-refundable by us — you may be able to reclaim them directly from your local customs authority. We recommend checking with your local customs office before returning. We recommend using a tracked returns service such as DHL Express, UPS, or FedEx.
EU Consumer Rights — Statutory Right of Withdrawal
For customers in the European Economic Area (EEA), the United Kingdom, and Switzerland, you have the right to withdraw from your purchase within 14 dayswithout providing any reason. This is your statutory right of withdrawal under the Consumer Rights Directive (2011/83/EU) and UK Consumer Rights Act 2015.
The withdrawal period expires 14 days from the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the goods.
To exercise your right of withdrawal, you must inform us by a clear statement (e.g. email to info@naturesnaturalhair.com or letter to 26 Woodbank Road, Bromley, London BR1 5HH).
Important Note for EU/UK Customers: The 10% reconditioning charge does not apply to customers exercising their statutory right of withdrawal. Under distance selling regulations, you may return products within the 14-day withdrawal period for a full refund, provided the products are returned in their original condition with seals and labelling intact. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Exception: The right of withdrawal does not apply to digital products or coaching services where delivery has commenced and you have given prior consent to waive this right.
Contact Us
For all returns queries: info@naturesnaturalhair.com Returns address: 26 Woodbank Road, Bromley, London BR1 5HH Website: naturesnaturalhair.com
