Refund policy

Items must be returned  within 14-days from the delivery date.  If you received the incorrect product or your item arrives damaged, please return the unused product and we will issue a refund or exchange.  However, we do not accept returns for change of mind.  Returned products must be received at our office unopened/unused in original packaging and in resalable conditions.

Prior to returning your item(s), please email your order number and the reason for your return request.   If your request is approved we will email you a returns number which should be entered on the outside of your package.  Returns sent back without authorisation will not be processed.  Unfortunately, return postage costs are not refundable.

When returning product we suggest you insure the package with Australia Post, and use the registered mail service for your protection. Save the shipping receipt for your records. Only merchandise approved for return or exchange by Naturall Skincare and received by our office can be credited or exchanged.  All items requiring a refund will be credited to the original form of payment.

Your return or exchange will be processed promptly.  Most returns will be processed within 5 business days of receipt and exchanges within 9 business days of receipt.  Our business days are from Monday to Friday, excluding holidays.

We cannot provide a refund or exchange for Naturall Skincare product purchased from other retailers.  Only products purchased on www.naturallskincare.com.au may be returned for refund/exchange.

 

What if I don’t claim my package in time at the Post Office or Couriers pickup point and it is returned to you?

If your order could not be delivered and you fail to claim/collect your package and it is returned to Naturall Skincare the same rules will apply as an intended return.  Your order will be refunded minus the shipping costs incurred by Naturall Skincare for sending the package and any return costs regardless of whether you qualified for free shipping at the time of purchase.  The refund will be processed after the package is received and products are checked.  The refund will be credited to the original form of payment

What if I still want my package even though it was returned to you?

To receive your products, you will need to re-order.   Returned packages that could not be delivered by the post office or courier will not be re-sent at our cost.