Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at orders@naturallylady.com. Please note that returns will need to be sent to the following address: 52 Harvest Road, Watton, Norfolk - United Kingdom

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at orders@naturallylady.com

 

• Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must post them back to us. We will pay the costs of postage. Please email us at contact@naturallylady.com to let us know when you have posted the items back to us.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like intimate products (reusable sanitary period pads, period pants, menstrual cups), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).  Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please note that in this case, the postage costs for returning the goods is entirely at customer's costs. 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Return postage is at customer's costs, we will not refund for delivery or postage costs to return the item to us.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@naturallylady,com

Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

• • We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. You acknowledge and agree that if we determine (in our discretion) that the products have been opened or unsealed, we will not be able to provide you with a refund.
  • The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer, if in this case you have paid the delivery fee. (Excludes if you got free delivery with your purchase). For example, if we offer delivery of a product within [3-5] days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

• When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind (where you have a right to do so, subject to clause 8.4), then:
  • If you cancel after despatch of the products, you must return the products to us (unopened and unsealed and in their original packaging) and we will process a refund upon approving the return. You acknowledge and agree that if we determine (in our discretion) that the products have been opened or unsealed, we will not be able to provide you with a refund. Where applicable, your refund will be made within 14 days from the day on which we receive the product back from you. For information about how to return a product to us, see clause 9.2.
  • If you notify us before despatch, we will cancel the order and refund your payment within 14 days of your telling us you have changed your mind

• When we will pay the costs of return. We will pay the costs of return:
  • if the products are faulty or misdescribed;
  • if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances (including where you are exercising your right to change your mind where and to the extent you are permitted to do so) you must pay the costs of return.