At Nature Roots, we want our customers to receive their orders in good condition and exactly as ordered. If there is an issue with your order, please contact us and we will review the matter fairly and promptly.
1. Reporting an Issue
If you receive a damaged, leaking, defective, incorrect or incomplete product, please contact Nature Roots within 7 days of delivery.
Please provide:
- Your name and order number
- Details of the issue
- Clear photographs of the product and packaging
- An unboxing video, where available, especially in cases of damage, leakage, missing items or incorrect products
Requests received after the 7-day period may not be eligible for return, replacement or refund.
2. Products Eligible for Return or Replacement
A product may be eligible for return, replacement or refund if:
- The product received is damaged or leaking
- The product is defective
- You received a product different from the one ordered
- An item is missing from your order
- The product has been supplied in an unacceptable condition
- An unopened and unused product is approved by Nature Roots for return after review
All requests are subject to verification by Nature Roots.
3. Products Not Eligible for Return
For hygiene, safety and product-integrity reasons, we generally cannot accept returns of products that:
- Have been opened or used
- Have had their seal removed or packaging tampered with
- Have been damaged after delivery due to improper handling or storage
- Are being returned because of personal preference after opening or use
- Were purchased from a seller or platform not authorised by Nature Roots
This restriction does not apply where an opened product is confirmed to have been defective, damaged or incorrectly supplied.
4. Change of Mind
If you change your mind after receiving an order, an unopened, unused and fully sealed product may be considered for return within 7 days of delivery.
Such returns require prior approval from Nature Roots.
Where the product is not faulty and Nature Roots has correctly fulfilled the order, return courier charges may be borne by the customer.
5. Replacement
Where a claim is approved, Nature Roots may offer a replacement of the same product where stock is available.
If the same product is unavailable, we may offer:
- An alternative product of equivalent value, with the customer’s agreement; or
- A refund of the eligible amount.
6. Refunds
Approved refunds will be processed after the claim has been verified and, where required, the returned product has been received and inspected.
For Cash on Delivery orders, refunds may be processed through an agreed bank transfer, mobile wallet or other suitable payment method requested by Nature Roots.
Courier charges originally paid may not be refundable unless the return results from an error by Nature Roots or from a damaged, defective or incorrect product.
7. Return Shipping
If the return is due to:
- A damaged or defective product
- An incorrect item
- An error made by Nature Roots
Nature Roots will arrange or reimburse reasonable return-shipping charges where applicable.
For approved change-of-mind returns, return delivery charges may be the customer’s responsibility.
Products should not be returned without first contacting Nature Roots and receiving return instructions.
8. Order Refusal and Failed Delivery
Customers are requested to provide accurate contact and delivery information and remain available to receive Cash on Delivery orders.
Repeated refusal of confirmed orders or unsuccessful deliveries may affect our ability to offer Cash on Delivery on future orders.
9. Product Results and Individual Response
Results from personal care and wellness products may vary from person to person.
A product will generally not qualify for a refund solely because the customer did not experience a particular expected result, provided the product was correctly supplied and was not defective.
If irritation or discomfort occurs, discontinue use and contact us if assistance is required.
10. How to Contact Us
For return, replacement or refund requests, please contact Nature Roots through the customer-support details provided on our website.
Please include your order number and relevant supporting information so we can review your request efficiently.
Nature Roots reserves the right to review each claim individually and to decline claims that do not meet the conditions stated in this policy, subject to applicable consumer-protection requirements.