Refund and Returns Policy

Overview

Last Updated: 3/28/24 (We may update this policy at any time.)

If you bought our products from a reseller you must return them to the reseller you purchased them from, we are unable to handle returns on their behalf.

We are not able to accept returns on health and personal care items due to safety reasons. On items where returns are accepted our refund and returns policy lasts 14 days from the day of delivery. If 14 days have passed since your purchase, we can’t offer you a refund or exchange. Please contact us if there is any issue with your order and we will do our best to resolve it.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with all the parts and pieces.

We package everything carefully with plenty of padding before shipping so it shouldn’t get damaged in transit, however accidents happen so if there is an issue in this regard contact us.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, health, or personal care items cannot be returned.

Non-returnable items:

Health and Personal Care items
Customized Items
Gift Cards
Perishable foods such as food, flowers, etc
Items damaged by you, anyone in your household, or an act of god

To complete your return, we require a receipt or proof of purchase, if you contact us with the same email as your account we can look it up for you.

There are certain situations where only partial refunds are granted:

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Refunds will be issued in the form of Natural Basics gift cards unless otherwise specified. The gift card for Natural Basics will be applied to your account total automatically for the order total minus shipping costs and payment processing fees (we don’t get either of these fees back from the shipping company or payment processor).

Late or missing refunds

If the refund is issued to your original payment method and you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted of 5-7 days, sometimes more. If you’ve done all of this and you still have not received your refund yet, please contact us.

Limited Time Items

Items that are available for a limited time only and marked as such cannot be returned or refunded.

Customized Items

Items that you customized or had special made cannot be returned or refunded.

Processing fees

When a charge is processed, we incur costs from the credit card networks and payment partners with which we work. Because these networks establish the rules and guidelines for refunded payments, often the banks and card networks will keep the upfront cost of a refunded transaction, therefore, these costs are not refunded to us when the charge is refunded and cannot be refunded. This usually amounts to 2.95% of the order total plus $0.30.

Shipping fees

When an item is shipped, we incur costs from the shipping companies (USPS, UPS, FedEx, etc) with which we work. Because these services establish the rules and guidelines they will keep the cost of a shipped item, therefore, these costs are not refunded to us when the charge is refunded and cannot be refunded even on items marked free shipping.

Exchanges

We only replace items if they are defective or damaged during transit.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift card will be applied to your account.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product you must contact us first. Items returned without contacting us first will not be able to be processed and no refund will be issued.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. The total refund you receive will be the item total minus the actual cost of shipping (including on items sold as free shipping) as well as the payment processing fees.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service such as USPS Ground Advantage or purchasing shipping insurance. We can’t guarantee that we will receive your returned item as it is all up to the shipping companies to return it.