Returns & Refunds
Our Return Address;
Natural Answers Returns Department
4C New Mart Road
Edinburgh
EH14 1RL
When will I be refunded?
In the event that you are not happy with your purchase, any unopened items can be returned within 28 days of purchase for a full refund. Customers are required to pay only the price of the postage to return goods. There are no restocking or administration fees.
Once we have received the product(s) and if appropriate, any packaging, a refund will be credited to the payment card account within 14 days. Please note that it may take up to 14 days for your bank to credit your account. We are not liable, and cannot take responsibility for, any bank charges that you may incur during the refund process.
Returns Period
If you make a purchase online but change your mind once you have received your order, under the Consumer Contracts Regulations 2013, you are entitled to a full refund (via the original payment method) provided you notify us within 14 days of receipt that you wish to cancel your contract. You can inform us of your wish to cancel your order via the Contact Us section of the website.
You will then have a further 14 days to return your product. You can return your goods by post.
If you are not cancelling your contract with us, please indicate so when you contact us. If you are returning your product due to a fault etc, then the time limit highlighted in the faulty or damaged goods will apply, otherwise you will have 14 days in which to return your product for a full refund (via your original method of payment).
Exchanges
At Natural Answers, we want you to be happy with every purchase you make. In the event that you are not satisfied, and you wish to exchange a product, you may do so within 28 days of receiving your order.
Faulty or Damaged Goods
If you make a purchase online but find when you receive your purchase it is either faulty or damaged, then you have up to 30 days to reject the goods, from the date of purchase, and return it to us to receive a full refund.
Your responsibility and our liability
Whilst you are deciding whether to retain your purchase, you do have a statutory duty to take reasonable care of our goods and they remain your responsibility until they arrive safe and sound back to us.
We reserve the right to inspect all goods that are returned to us so please do not damage the goods. This includes any original packaging and labels.
We do not accept liability for any goods that do not reach us nor can we accept liability for any goods that may be returned to us by mistake. It is therefore advised that any goods you may wish to return are done so via a recorded delivery service and retain the proof of postage. In the event that substantial damage has been caused to the product, then we reserve the right to refuse a refund or exchange.
Where goods are returned damaged or not in their original packaging, we reserve the right to refund you in full less any deductions due by way of compensation for any damage that may have been caused. In the event that substantial damage has been caused to the product, then we reserve the right to refuse a refund or exchange.
Once we have received the product(s) and if appropriate, any packaging, a refund will be credited to the correct payment within 14 days. Please note this usually takes between 3 – 5 days but may take up to 14 days.
Returning Outside the Returns Period
If you return your purchase after the periods outlined above (with the exception of faulty or damaged goods), we reserve the right not to offer you a refund in full.
We may instead return your purchase to you. Prior to sending it, you would be charged the delivery fee applicable to the products and your location.
Taking Care of Our Goods
You will naturally wish to inspect the products you order once you receive them. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of the goods. Therefore, please ensure you do not damage the items or labels (or the packaging where it forms part of the goods, for example, boxed garments) and, if you wish to return anything, that it reaches us in perfect condition.
Where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them, we reserve the right to refund you in full less any amount due by way of compensation to cover any loss.
Refunding Delivery Charges
When you make a purchase online you have up to 28 days to cancel your contract and return your unwanted goods back to us. You will be entitled to a full refund, provided you meet the terms of our Returns & Refunds policy, including standard delivery charges if applicable, however you will be responsible for the cost of returning your goods.
Please note that we are unable to provide a refund of the delivery charges when you are only cancelling part of that order.
If you are returning a faulty good, then we will reimburse you for the standard delivery cost of returning the goods back to us.
Promotional Discounts & Refunds
If you used a promotional discount when paying for your order, the discount is applied to each item in the basket. In the event of a return, you will not be refunded the discounted amount.
Your Statutory Rights
Our refund policy does not affect your statutory rights in respect of faulty or damaged goods.
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