Returns & Refunds
CHANGE OF MIND RETURNS
We are able to take a small selection of products back for a change of mind return.
Lifestyle products that are not a consumable item can be returned for change of mind as long as they have not been used and all original labelling and packaging is in tact.
Any consumable product put on the outside of your body (skin care, make up, personal care items etc) that you wish to return must have a factory seal and for that seal to be still in tact when it arrives back to our warehouse. Please note, a large number of products we sell don’t have factory seals and these are not eligible for a change of mind return.
Natural products, once exposed to air, have a set shelf life once opened, regardless of the printed used by date. For this reason, if you are able to open a product, look at the colour, smell it or expose it to air, we cannot accept it back for a change of mind return under any circumstances. It is vital for the confidence of our customers that they know there is no possible way the product has been opened elsewhere.
If you think you may want to return a product and need to know if it has a factory seal, please ask us before making your purchase. We can wrap or seal the product for you. The wrapping or seal we put in place must remain in tact.
We do not accept anything edible back for a change of mind purchase. Beauty supplements and food cannot be returned for a change of mind purchase.
We do not accept returns for any item on sale for a change of mind return.
TIME PERIOD FOR CHANGE OF MIND RETURNS
All change of mind return requests must arrive to us within 14 days of delivery. We cannot accept return requests after this date. The only exception is the period leading up to Christmas each year.
As a natural beauty store, we do attract customers who have allergies and sensitivities. We are unable to take back a used product if you have had an allergic reaction to it. It is not uncommon for people with sensitivities to react to a variety of natural ingredients.
We provide samples for sale for as many products as possible for colour matching. We cannot take a return for change of mind for any used product that isn’t the colour it appeared on the screen. There is too much variation in how colour displays between different computer screens, tablets and mobile devices. Any unused product you want to return for colour matching needs to have a factory seal and be unopened. Due to the nature of natural products, there can be slight variations in colours between batches. We don't accept returns for slight variations in colour.
All return shipping charges are the responsibility of the customer. We recommend you get tracking your parcel to ensure it arrives back. All items must be packed well to avoid damage in transit. We cannot accept returns back in padded bags. All returns must be sent to us in boxes with a minimum of 2cm padding around all sides of the box so your item isn’t damaged in transit. We cannot accept responsibility for any item damaged in transit.
For orders that received free shipping, if you return the whole order or enough items on the order to drop you below our free shipping threshold, the original cost that we paid to ship your order out to you will be deducted from the refund.
Any discount you received on your order will be deducted from the refund of the first item returned.
If you return enough of your order to no longer qualify for a free product given, the free product must be returned or the value of the product will be deducted from your refund.
FAULTY PRODUCTS ON ARRIVAL
Any product that is faulty or not as advertised on arrival, it will be processed as per your rights as a consumer. Faulty products will be repaired or replaced. If they can’t be repaired or replaced, you will be given a refund. If we request that a faulty product on arrival be returned to us, you will be given a reply paid address so there is no cost to return the product to us.
FAULTY PRODUCTS - WARRANTY
Any product that was ok on arrival and has had an issue under the warranty period will be processed as per the guidelines of the manufacturer. If the product needs to be returned, the responsibility of shipping the product back falls to the customer if the claim is more than 30 days past the initial delivery date.
HOW TO RETURN AN ITEM
Contact us first with details on the return. We will ask you a couple of questions and then let you know if your product is suitable for a return.
Please do not send anything back to us without authorisation
Once the product is returned, we will inspect it and confirm that it is in the right condition for a refund. Please allow up to 7 days for your refund to be processed once it arrives back to us.
Any product returned to us that's not in a resaleable condition (whether it be damaged in transit or opened or with its factory seal broken) will be returned to the customer. The shipping charges for this return will be responsibility of the customer.