Returns & Refunds

To request a replacement or refund for any product/s as per our return policy, please email us at customercare@naturespell.co.uk. To help us resolve your case with full clarity, please included the following in your email:

  • Your order number
  • Product details
  • Brief explanation of the reason for this ‘refund only’ or ‘return and refund’ or ‘replacement’ request
  • Valid evidence (see applicable sections below for more clarity)

We will inform you via email about your eligibility for a refund or replacement, and handle each case individually. Your statutory rights remain unaffected. Return labels are covered by the company for all ‘seller related issues’; however, customers may bear the cost if they are responsible for the return, known as ‘buyer related issues’.

For a comprehensive understanding of our return and refund policies, please refer to the specific issue types outlined below.

  • Seller related issues can include reasons such as: received less or missing item/s; received incorrect item/s; allergic reaction; product/s delivered do not match description.
  • Buyer related issues can include reasons such as: no longer needed; ordered by mistake; product/s do not work for me or do not like it; other.
  • Logistics related issues can vary between both ‘seller related’ and ‘buyer related’, such as: received broken/ damaged item/s; wrong delivery information; parcel is delayed/ stuck in transit/ abnormal logistics status; parcel not received on time; parcel states ‘delivered’ but I have not received it; parcel is returning or has returned back to seller/ failed delivery.

    Oversight on our end

    ‘Received incorrect and/or missing item/s’ OR ‘Product/s delivered do not match description’

    • Contact customercare@naturespell.co.uk within 30 days of delivery, please include valid pictures of the received item/s, the outer box, the shipping label, and inner packaging.
    • Our team will thoroughly investigate the issue and offer a resolution.
    • If deemed eligible after the investigation, our customer care team will ask if you prefer a ‘replacement’, ‘refund only’ or ‘return and refund’.
    • Customers won't incur expenses for return shipping labels if this is confirmed to be a seller related issue.
    • To help us resolve this issue with full clarity and fairness, buyer can provide the following as valid evidence:
      • Picture of the outer box with shipping label visible
      • Picture of the inner packaging and all item/s received
      • Picture or video of the product/s (if applicable)

    Broken/ Damaged/ Faulty goods

    • In your initial email to customercare@naturespell.co.uk, kindly include photos of the item/s as received, inner packaging and the outer box (with shipping label visible).
    • Despite our careful packaging, goods may occasionally sustain damage during transit.
    • If your products arrive broken/ damaged or faulty, our customer care team will investigate and arrange a refund or replacement, covering the shipping costs.
    • Broken/ Damaged goods won't need to be returned.
    • If you notify us of damaged or faulty products within 30 days of delivery, we'll promptly initiate a replacement or refund.
    • To be eligible for a replacement or refund for broken/ damaged / or faulty item/s, buyer must provide sufficient evidence such as:
      • Picture or video showing the broken/ damaged / or faulty product/s.
      • Clear picture of the outer box condition (with the shipping label visible)
      • Picture of the inner packaging and all item/s received
      • Proof of delivery picture from delivery vendor’s tracking system (if available)
      • Any other screenshot evidence. E.g. from email/chat history with our customer services team and/or from buyer’s email/chat conversation with delivery vendors directly (if applicable)

    Allergic reaction

    • Buyer can send this enquiry to us via email: customercare@naturespell.co.uk
    • Used item/s are not required for return.
    • Refund will only be issued if buyer can provide valid picture or video evidence of this allergic/ adverse reaction.
    • Buyer must mention the product name/s which contributed or caused this adverse reaction with a brief explanation.

     Delivery error 

    • Applicable under the following conditions: parcel is delayed/ stuck in transit/ abnormal logistics status; parcel not received on time; tracking information states ‘delivered’ but I have not received it; parcel is returning or has returned back to the seller.
    • Buyer can send this enquiry to us via email: customercare@naturespell.co.uk
    • Refund will only be issued if buyer can provide the following valid evidence:
      • Proof of delivery picture from delivery vendor’s tracking system
      • Confirmation that the full shipping address details you have provided for this order are correct (if applicable)
      • Confirmation that the buyer has searched all safe spaces but parcel still cannot be located or retrieved. 
      • Any other screenshot evidence. E.g. from email/chat history with our customer services team and/or from buyer’s email/chat conversation with delivery vendors directly.

    Customer’s responsibility / Buyer related issues

    • To initiate a return, contact customercare@naturespell.co.uk.
    • Our team will assess your request and approve a return and refund accordingly. We advise buyers to attach any valid supporting evidence in the ‘refund request’ to strengthen their case.
    • Refund/s will only be issued if the correct product/s and correct number of item/s and/ or bundle/s are returned.
    • Refund/s will only be issued if the returned item/s are received by us in a new, unused, and unopened condition, in its original packaging.
    • Failure to return the item/s as shipped may result in charges equal to the product cost.
    • Any decrease in the value of returned products due to unnecessary handling may be deducted from the refund.
    • Refunds will reflect adjustments for delivery costs and return shipping labels.
    • For changes or cancellations leading to a ‘return and refund’, ‘replacement’, or ‘refund only’ request, buyer must notify us within 14 days of product delivery (via email).
    • Customers will incur delivery and return shipping costs for returns under these conditions:
      • Change of mind / No longer needed
      • Ordered by mistake/ Accidental order placement
      • Ordered the wrong item/s
      • Failure to check product ingredients listed in the description.
      • Incorrect or incomplete name; address and contact details provided by the buyer during the buying and check-out process
      • Product/s do not work for me
      • Do not like the smell; packaging or content/ consistency of product/s
      • Other (depending on what this is)

     

    If you have any further queries related to your order or your package, please click on the underlined text to access the FAQs

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