Refund policy

RETURNS & REFUND POLICY Last Amended: 18 June 2026 | Website: naturesnaturalhair.com

Overview

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. EU/EEA customers have additional statutory rights — see the EU Right of Withdrawal section below.

How to Request a Return

To start a return, log in to your account and submit a request at: https://account.naturesnaturalhair.com

You may also contact us at info@naturesnaturalhair.com or write to us at 26 Woodbank Road, Bromley, London BR1 5HH.

Please do not send items back without first requesting a return — unrequested returns will not be accepted.

Eligibility for Returns

You can return eligible items within 30 days of receipt of your shipment, provided:

  • Items are in their original, unused condition with tags and original packaging intact
  • For hair products, the original labelling must be attached to the product
  • Items without labelling attached will incur a 10% reconditioning charge, which we will notify you of after inspection. If we do not hear back within 4 days, items will be returned to you
  • You have proof of purchase or your order number

Non-Returnable Items

The following cannot be returned or refunded:

  • Opened or used hair care products 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 are unsure whether your item is eligible, contact us at info@naturesnaturalhair.com before returning.

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, you acknowledge that you waive your right of withdrawal upon delivery or access, in accordance with the Consumer Contracts Regulations 2013 (UK) and EU Consumer Rights Directive (2011/83/EU), 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 incorrect, so we can make it right.

Exchanges

We do not offer direct exchanges. Please return your unwanted item and place a new order once your return has been accepted.

Return Shipping Costs

  • You may use your own courier — Royal Mail Tracked Medium parcels start at approximately £5.30
  • Please send by recorded/tracked delivery — we cannot be held responsible for goods lost in transit
  • Original shipping charges are non-refundable
  • International orders — we recommend a tracked service such as DHL Express, UPS, or FedEx
  • If your order included free promotional items, these must also be returned. Failure to do so will result in a charge for those items

Refunds

Once your return is received and inspected, we will notify you of approval or rejection. If approved, your refund will be applied to your original payment method within 10 working days. Please allow additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since your refund was approved, contact us at info@naturesnaturalhair.com.

International Returns & Duties

Refunds on international returns cover the product cost only and do not include duties, taxes, or import fees. You may be able to reclaim these directly from your local customs authority.

EU Right of Withdrawal

For customers in the European Economic Area (EEA), you have the statutory right to withdraw from your purchase within 14 days without providing any reason, under the EU Consumer Rights Directive (2011/83/EU).

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 last item in your order. If the 14-day period expires on a weekend or public holiday, it is extended to the next working day.

To exercise your right of withdrawal, notify us by a clear statement — by email to info@naturesnaturalhair.com or by post to 26 Woodbank Road, Bromley, London BR1 5HH — before the withdrawal period expires. You may also submit your request directly via your account: https://account.naturesnaturalhair.com

Important: The 10% reconditioning charge does not apply to customers exercising their statutory right of withdrawal. You are entitled to a full refund provided items are returned in their original condition with seals and labelling intact. You are only liable for any diminished value 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.

UK Customers

UK customers have equivalent rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Contact Us

For all returns queries: info@naturesnaturalhair.com Returns address: 26 Woodbank Road, Bromley, London BR1 5HH Website: naturesnaturalhair.com