Returns, Exchanges and Refunds
In the event that we are out of stock of any item, Nature Shack will contact you with options. An order may only be cancelled before payment. Once payment has been made by the customer, no cancellations will be accepted.
If a product is broken or damaged when a customer receives their order, Nature Shack must be informed within one working day of the customer receiving their parcel. Nature Shack requires this information to be conveyed via email, to firstname.lastname@example.org, with details of the damage, as well as a photograph. Nature Shack will then give the customer the option of replacing the damaged or broken product to the value of the original purchase, or we’ll provide a refund.
In the unlikely event that any of the products ordered has expired or you, as the customer, feel the product doesn’t look or smell right, Nature Shack needs to be informed within one working day. Details for customer dissatisfaction must be sent to email@example.com, along with a photograph. The customer will then be requested to return the product. Shipping or transport fees for the return of the product(s) is for the customer’s account. Upon receipt, Nature Shack will examine the product, and if it’s found that the product is indeed unusable, the customer will be offered the choice of a replacement or refund, to the value of the original product, including shipping fees incurred by the customer. If it’s found that the product is in a good, usable state, no refund or replacement will be offered.
If a customer receives an incorrect product (i.e. one not ordered), Nature Shack must be informed within one working day. Nature Shack will investigate, and if the fault is found on our side, we will arrange for the incorrect product to be swopped out for the one actually ordered by the customer, with delivery, at no cost to them.
No returns will be accepted for any feminine hygiene products, for health reasons.