Refund Policy
Refund Policy
Effective Date: January 10, 2025
At Naturelase Ltd, we strive to ensure that our customers are satisfied with the products and services we provide. If for any reason you are not completely happy with your purchase, please review our refund policy below.
1. General Refund Policy
We offer refunds for products purchased from our website, www.naturelase.com, under the following conditions:
-
Damaged or Defective Items: If your product arrives damaged or defective, please contact us within 30 days of receiving the item. We will offer a full refund or replacement depending on your preference, and we will cover the cost of return shipping.
-
Incorrect Items: If you receive the wrong product or an item that does not match your order, please contact us within 30 days. We will arrange for a return and provide you with a refund or send you the correct item.
2. Custom Products
Due to the personalized nature of our custom gifts and marketing products, custom items are generally not eligible for a refund, unless:
- There is an error on our part in fulfilling your order, such as an incorrect design, text, or image being used.
- The product is damaged or defective upon arrival.
If there is an issue with your custom product, please contact us within 30 days of receiving the item. We will work with you to resolve the issue by offering a replacement or refund, depending on the situation.
3. Refund Process
To initiate a refund, please follow these steps:
- Contact our customer service team at accounts@naturelase.com or 07756505752 with your order number and details about the issue with your order.
- We will review your request and provide you with instructions for returning the product (if necessary).
- Once we receive the returned product (if applicable), we will process your refund or replacement within 7-10 business days.
- Refunds will be issued to the original payment method used for the purchase.
4. Non-Refundable Items
The following items are not eligible for refunds:
- Gift cards or e-gift certificates.
- Products that have been used, altered, or damaged by the customer.
- Products returned after the 30-day window.
5. Shipping Costs
Refunds for products will include the price of the product, but shipping fees are non-refundable, unless the return is due to a defect, error in the order, or damage caused during shipping. You will be responsible for return shipping costs unless otherwise stated.
6. Exchanges
If you would like to exchange an item for a different product or size, please contact us within 30 days of receiving your order. If the exchange is approved, you will be responsible for the return shipping costs, and we will send the new product at no additional charge, provided it is in stock.
7. Contact Us
If you have any questions regarding our Refund Policy or need assistance with a return, please contact us:
Trading name: Naturelase LTD
Company Number (UK): SC828211
Phone number: 07756505752
Email: accounts@naturelase.com
Postal Address: Naturelase Ltd, 2 Tofthill Place, Dundee DD2 3DF, United Kingdom