Refund policy
Return & Refund Policy
Naturaliso – Naturally Better Living
At Naturaliso, customer satisfaction is important to us. We aim to provide high-quality natural, organic, wellness, beauty, and household products.
Please read our Return & Refund Policy carefully before making a purchase.
1. Our 30-Day Return Policy
Naturaliso offers a voluntary 30-day return policy for eligible products.
You may request a return within 30 calendar days of receiving your order, subject to the conditions and exclusions outlined below.
To qualify for a return under our voluntary 30-day policy:
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The product must generally be unused and in its original condition.
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The product must be returned in its original packaging, with any applicable labels, seals, and accessories.
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You must provide your order number, receipt, or other proof of purchase.
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The product must not fall within an excluded category described in this policy.
Our voluntary return policy does not limit your statutory consumer rights under applicable law.
2. How to Request a Return
To request a return, please contact our customer support team:
Email: support@naturaliso.com
Please include:
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Your full name
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Your order number
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The product you wish to return
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The reason for your return
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Photographs, if the product is damaged, defective, or incorrect
Our customer support team will review your request and provide return instructions.
If your return is accepted, we will provide the appropriate return address and shipping instructions.
Please do not send products back before receiving our return instructions.
3. Return Shipping Costs
Returns Due to a Change of Mind
If you return an eligible product because you changed your mind, ordered the wrong item, or no longer want the product, you are generally responsible for the direct cost of return shipping.
Return shipping costs may vary depending on your location, package weight, and shipping provider.
We recommend using a tracked shipping service and keeping proof of shipment.
Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us.
Where the product is confirmed to be defective, incorrect, or otherwise not in conformity with the contract, Naturaliso will provide an appropriate remedy and cover necessary return shipping costs as required by applicable consumer law.
We may provide a prepaid return label, arrange another return method, or reimburse reasonable return shipping costs, depending on the circumstances.
4. Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as reasonably possible at:
Please provide your order number, a description of the problem, and photographs where available.
Depending on the circumstances and applicable law, we may offer:
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A replacement product
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A repair, where appropriate
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A price reduction
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A full or partial refund
Your statutory rights regarding defective or non-conforming goods remain unaffected by our voluntary 30-day return policy.
5. Non-Returnable Products and Exceptions
Certain products may be excluded from our voluntary 30-day return policy due to health protection, hygiene, safety, perishability, or product-specific requirements.
These may include:
Food and Perishable Products
Products that are liable to deteriorate or expire rapidly may not be eligible for return.
Other food products may be subject to return restrictions depending on their condition, packaging, and applicable law.
Vitamins and Dietary Supplements
Opened or unsealed vitamins, dietary supplements, and similar wellness products may be excluded from voluntary returns where necessary for health protection or hygiene reasons.
Unopened products may be eligible for return, subject to the conditions of this policy and applicable law.
Beauty and Personal Care Products
Sealed beauty, skincare, and personal care products may be eligible for return.
Products that were supplied sealed and are not suitable for return due to health protection or hygiene reasons may be excluded from statutory withdrawal rights if unsealed after delivery, where permitted by law.
Essential Oils and Natural Oils
Essential oils, cosmetic oils, and similar products may be subject to return restrictions when opened, used, contaminated, or otherwise unsuitable for resale.
Any restriction on statutory withdrawal rights will apply only where permitted by law.
Personalized Products
Products made to your specifications or clearly personalized may not be eligible for return, except where required by applicable law.
Hazardous or Restricted Products
Certain hazardous, flammable, or otherwise restricted products may require special return arrangements.
Please contact us before attempting to return such items.
Important: These exclusions do not remove your legal rights if a product is defective, damaged, incorrectly supplied, or otherwise not in conformity with the contract.
6. European Union – 14-Day Right of Withdrawal
If you are a consumer purchasing online in the European Union, you generally have a statutory right to withdraw from an eligible purchase within 14 calendar days without providing a reason.
For goods, the withdrawal period generally begins when you, or a third party designated by you other than the carrier, receives the goods.
For orders delivered in multiple shipments, the withdrawal period generally begins when the final item is received.
To exercise your right of withdrawal, you must inform us of your decision before the applicable withdrawal period expires.
You may contact us at:
Your notification should clearly state your intention to withdraw from the purchase and identify the relevant order.
You may use the withdrawal form provided at the end of this policy, but its use is not mandatory.
After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days after communicating your decision, unless otherwise required by applicable law.
You are generally responsible for the direct cost of returning the goods, provided this obligation was disclosed to you before purchase.
You may inspect products to establish their nature, characteristics, and functioning, as you would reasonably be permitted to do in a physical store.
You may be responsible for any reduction in the value of goods resulting from handling beyond what is necessary for that purpose, in accordance with applicable law.
Exceptions to the Right of Withdrawal
The statutory right of withdrawal may not apply to certain products, including:
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Goods that are liable to deteriorate or expire rapidly
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Goods made to the consumer's specifications or clearly personalized
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Sealed goods that are not suitable for return due to health protection or hygiene reasons and have been unsealed after delivery
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Other products or transactions expressly excluded under applicable law
Naturaliso's voluntary 30-day return policy is separate from, and does not replace or restrict, these statutory rights.
7. Refunds
Refunds Under Our Voluntary 30-Day Policy
Once we receive and inspect an approved return, we will notify you whether the refund has been approved.
Approved refunds will generally be issued to the original payment method within 10 business days after approval.
Depending on your payment provider or financial institution, additional processing time may apply.
For voluntary returns outside the statutory withdrawal period, original delivery charges are generally non-refundable unless otherwise required by law or expressly agreed by Naturaliso.
Refunds Under the EU Statutory Right of Withdrawal
Where you validly exercise your statutory right of withdrawal, we will reimburse payments received for the relevant purchase, including the cost of standard outbound delivery where required by law.
We are not required to reimburse additional delivery costs arising from your choice of a delivery method more expensive than the least expensive standard delivery option offered.
Refunds will be made without undue delay and no later than 14 days after we are informed of your decision to withdraw.
Where permitted by law, we may withhold reimbursement until we have received the returned goods or you have provided evidence of having sent them back, whichever occurs first.
Refunds will generally be made using the same payment method used for the original transaction, unless you expressly agree otherwise.
No refund fee will be charged where prohibited by applicable law.
8. Exchanges
If you wish to exchange a product, please contact us at:
For voluntary exchanges, the fastest option may be to return the eligible product under our return policy and place a new order for the replacement item.
Product availability cannot be guaranteed.
Where a product is defective or does not conform to the contract, your statutory rights to repair, replacement, price reduction, or refund, as applicable, remain unaffected.
9. Sale and Promotional Items
Products purchased during sales, discounts, or promotional campaigns may be eligible for return under our voluntary 30-day policy, subject to the same eligibility requirements and exclusions.
Refunds for voluntary returns will generally be based on the amount actually paid for the returned product, taking into account applicable discounts.
Promotional pricing does not remove statutory cancellation rights or legal remedies for defective or non-conforming goods.
10. Gift Cards
Gift cards are generally not eligible for voluntary returns or exchanges once issued.
This restriction does not affect any statutory cancellation or refund rights that may apply.
11. Orders That Have Not Yet Shipped
If you wish to cancel an order before it has been shipped, please contact us as soon as possible:
We will make reasonable efforts to accommodate your request.
If your order has already entered the shipping process, cancellation may no longer be possible before delivery.
In that case, the applicable return and withdrawal procedures will apply.
Your statutory cancellation rights remain unaffected.
12. Lost or Delayed Shipments
If your order has not arrived within the expected delivery period, please contact our customer support team.
We will assist you in checking the shipment status and investigating the issue with the relevant shipping provider.
If an order is lost, undelivered, or significantly delayed, we will provide an appropriate resolution in accordance with applicable consumer law.
13. Return Packaging and Product Condition
Please package returned products securely to prevent damage during transportation.
Where possible, use the original shipping packaging or another suitable protective package.
Include your order number or other identifying information with the return.
For returns under our voluntary 30-day policy, products must meet the eligibility conditions described in Section 1.
For statutory withdrawals, product handling and any resulting reduction in value will be assessed according to applicable law.
14. International Returns
Naturaliso may serve customers in different countries.
International return procedures and shipping costs may vary depending on the destination, product type, and applicable regulations.
Customers returning products because of a change of mind are generally responsible for direct return shipping costs, subject to applicable law and any prior agreement.
Where required by law, Naturaliso will cover necessary costs associated with remedies for defective or non-conforming goods.
Please contact customer support before arranging an international return so that we can provide the appropriate instructions.
15. Consumer Rights and Legal Guarantees
Nothing in this policy excludes, limits, or overrides mandatory consumer protection rights.
For consumers in the European Union, applicable law generally provides a minimum two-year legal guarantee for goods that are defective or do not conform to the contract, subject to the relevant legal conditions.
Additional consumer rights may apply depending on your country of residence.
Our voluntary 30-day return policy is an additional customer benefit and does not replace statutory guarantees or remedies.
16. Changes to This Policy
Naturaliso may update this Return & Refund Policy to reflect changes in our operations, product range, customer service procedures, or applicable legal requirements.
The current version will be available on our website.
Changes will not retrospectively reduce mandatory rights relating to purchases already made.
17. Contact Information
For questions about returns, exchanges, damaged products, or refunds, please contact:
Naturaliso Customer Support
Email: support@naturaliso.com
Website: https://naturaliso.com
Our team will review your inquiry and respond as soon as reasonably possible.
18. Optional EU Withdrawal Form
If you wish to exercise your statutory right of withdrawal, you may send the following information to support@naturaliso.com.
To: Naturaliso Customer Support
Email: support@naturaliso.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
Product(s): __________________________
Order number: ________________________
Ordered on: __________________________
Received on: _________________________
Consumer name: ______________________
Consumer address: ____________________
Date: _______________________________
Signature: __________________________
(Signature required only if this form is submitted on paper.)
Use of this form is optional. You may also exercise your withdrawal right by sending any other clear statement of your decision to withdraw.