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, unopened or unused and in its original packaging. You’ll also need the receipt or proof of purchase (e.g. order number, email confirmation).
My Natural Beauty allows for returns and exchanges if you've changed your mind about a product.
All returns and exchanges due to change of mind are subject to a 30-day return and exchange policy upon receipt of order, subject to the following terms and conditions:
- Item must be in its original purchase condition - packaging must be unopened, unused, unmarked and not defaced in any manner.
- Items purchased as part of multi-item pack set or a must be returned as a whole set.
- This return policy does not apply to items, which have been stated as non-exchangeable or non-returnable.
- Shipping costs associated with the return of the product will not be covered by My Natural Beauty, unless the product has been deemed damaged or faulty.
Please see the return types below:
Change of Mind or incorrect item/s ordered
If you've had a change of heart about an item you have ordered, we'll need to receive it back to us unopened and unused, in the original packaging. In the case of 'Change of Mind' all associated postage costs to return the item are the customers responsibility. Once received and inspected, the total refund will be minus the postage and handling costs incurred by My Natural Beauty to ship the item to you as well as a 10% restocking fee which includes packaging/ payment processing fees. We suggest choosing carefully when you order. If you have any questions about any products please contact us prior to ordering.
Faulty Item
If the item you have received is faulty, please contact us with a detailed description of the product fault, and a photo if possible.
Please note we do not refund or exchange products that have been opened and used simply due to individual results. All skin types are different and unfortunately we cannot take back products that are not as new, unopened and sealed.
Incorrect Item/Damaged on Arrival
If you have received an item that isn't what you ordered, or it arrived damaged, please take a photo and contact us within 7 days of delivery.
Please don't dispose of the item until we have had the chance to discuss this with you.
INTERNATIONAL ORDERS
Returns are not accepted unless the item has been damaged in transit or faulty. Please choose carefully if you are buying from countries outside of Australia.
To start a return, please fill in the contact us form. Please include your name, order number, email address and date of purchase. If your return is accepted, We will send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that returns due to change of mind, the return shipping is at the customer's expense and the total refund will be minus shipping costs incurred to ship the item to you as well as a 10% restocking fee. If the item is damaged or faulty the return shipping will be covered by us and you will be sent a return shipping label.
You can always contact us for any return questions or enquiries.
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
Unless damaged or faulty, certain types of items cannot be returned, like perishable goods (such as food, supplements, vitamins, any product taken internally), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). Please contact us if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items (unless there is a fault) or gift cards.
BUNDLES AND GIFT WITH PURCHASE ITEMS
Whereby a product has been purchased as a part of a bundle (e.g. a pack of two or more products, or a product that comes with a gift or the 2nd item is discounted), all items as a part of that bundle must be returned. Whereby the product is added to the cart as a single product as a part of the sale (e.g. a twin pack), that product must also be returned complete with all products included in that bundle. For example of you buy a buy one get one free and just return one item, the return will not be approved. Returns will not be accepted on partial returns of a bundle of products. Please ensure if there is a fault to keep the complete bundle unopened and complete for return. Where an item as a part of that bundle is missing, the refund will be calculated based on the items full price and not the bundle price. For example, the bundle is discounted due to multiple products and refunds are on the bundle line item as it was purchased. If only one product is returned only the difference between the full price of the other items as they would usually be charged minus the remaining for the additional product returned (for example if two products are in a bundle for $40 and these two products are usually $30 each, if you keep the first item the price would be considered as the usual $30 which is the cost for purchasing one and the 2nd item would be refunded only as the additional cost to buy the 2nd in that bundle). Free postage on returns of incomplete bundles will be on discretion of my My Natural Beauty.
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.
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Unless otherwise explicitly stated by Us, Delivery Fees will not be refunded if you return Goods for change of mind or you made an incorrect selection, including if you ordered the incorrect item.
Original shipping costs incurred by the My Natural Beauty will be deducted from the refund amount if there was no fault with the item.
If a change of mind return is not returned in original condition, unopened and as new a refund cannot be given. Please ensure you wrap and ship the item carefully and obtain a tracking number to ensure it gets back to us safely.
We are here are help. Please contact us with any questions or to start your return as outlined above.
Cancellations
Once you’ve placed your order, your items will be on their way to dispatch. This means cancellations aren’t possible.
Unless provided for under these Terms or as otherwise agreed by My Natural Beauty, no cancellations or changes to Orders will be accepted, and the Goods will be delivered to the Delivery Address in an Order. You should carefully check that your Order is accurate before you submit it. You will, however, be able to return Goods under the Returns Policy.
We are unable to cancel or refund orders in transit due to postage delays. This is beyond the control of My Natural Beauty. If your order has taken longer than the estimated shipping times given on our shipping policy page, please contact us within 30 days so that we can lodge a parcel investigation with the carrier.
If we cannot contact you about your Order using the contact details you provided in the Order, after having made reasonable attempts to contact you, we will cancel your Order and refund any money paid.