Returns & refunds

In short: you have 14 days from receiving your order to change your mind, and another 14 days to send it back. Items must be unopened and unused. Faulty or wrongly sent items are always refunded in full, including postage.

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of the day you (or someone you nominate) receive the goods, without giving a reason.

To cancel, simply tell us before the 14 days are up. Email hello@nature-als-selections.co.uk with your order reference, or use our contact form. A clear statement that you wish to cancel is enough — you do not have to use any particular form of words.

Once you have told us you are cancelling, you have a further 14 days to send the goods back to us.

Items we cannot accept back

Because our products are consumable goods that can affect health and hygiene, the law allows us to refuse returns of sealed goods that have been opened after delivery. This means:

• Unopened items — in their original sealed packaging, we will accept these back within the cancellation period.
• Opened herbal blends, rollers, bath products or supplements — we cannot accept these back for hygiene and safety reasons, unless the item is faulty, damaged or not what you ordered.

This does not affect your legal rights in respect of faulty or misdescribed goods.

How to return an item

1. Email us at hello@nature-als-selections.co.uk with your order reference and what you would like to return.
2. We will reply with the return address and anything else you need to know.
3. Pack the item securely — ideally in its original packaging — and send it back to us.
4. Keep your proof of postage until your refund has arrived.

You are responsible for the cost of returning an item if you are simply changing your mind, and for taking reasonable care of the goods while they are in your possession. If we sent you the wrong item, or it arrived faulty or damaged, we will cover the return postage.

Faulty, damaged or incorrect items

If something arrives damaged, faulty, or is not what you ordered, please contact us within 14 days of delivery with a photograph. We will arrange a replacement or a full refund, including your original delivery charge and any return postage you pay.

Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality. Nothing on this page limits those rights.

How refunds are paid

Refunds are made to the original payment method through Stripe. We will process your refund within 14 days of receiving the goods back, or of you providing proof that you have sent them, whichever is sooner. Depending on your bank, the money can take a further few working days to appear.

Where you cancel a whole order, we will refund the standard delivery charge you paid. If you chose a more expensive delivery option than our standard one, we refund the standard rate. If you return only part of an order, the delivery charge is not refunded.

We may reduce a refund to reflect any loss in value caused by handling the goods beyond what is necessary to establish their nature and characteristics.

Cancelling before dispatch

If your order has not yet been dispatched, email us and we will cancel it and refund you in full straight away — no need to return anything.

Complaints

If you are unhappy with how we have handled a return, email hello@nature-als-selections.co.uk and we will look into it. You can also get free advice from Citizens Advice.