Refund policy
Effective date: 1 November 2024
Nature Body works hard to provide you with the highest quality products. Sometimes things go wrong so we’ve set out below how we’ll make it right.
We have a 14-day refund and exchange policy for all shipped products. This means you have 14 days from the date you receive the product(s) to request a return due to a defect, damage, or other product issue OR to request an exchange because you have changed your mind. For products purchased via our website and collected from one of our specified locations, the 14-day refund and exchange period starts from the day you receive the order confirmation email.
Only items purchased on the Nature Body website can be returned for refund or exchange. Items purchased in a physical store, specialty retailer, or elsewhere must be returned to their original point of purchase.
Products sent back to us without first requesting a return will not be accepted. We do not accept returns on opened or used products unless faulty.
You can always contact us for any questions about the returns process at info@naturebody.co.nz.
Defects and damage
Please inspect your order upon receipt. If you receive a shipment from us in which the product(s) is defective or damaged, contact us immediately (and no later than 14 days from receipt of product(s)) at info@naturebody.co.nz, and send a copy of your order confirmation as proof of purchase.
We will respond within two working days and provide a suitable remedy.
You must keep the defective/damaged product(s) as we may require you to return it. In cases of damaged products, please also keep all packaging and shipping materials to support any potential claim with the freight carrier. We will cover the shipping costs to return the product(s), if we request the products are returned.
Wrong product or quantity
Please inspect your order upon receipt. If you believe that the wrong product or quantity has been sent, contact us immediately (and no later than 14 days from receipt of product(s)) at info@naturebody.co.nz, and send a copy of your order confirmation as proof of purchase.
We will organise for right product(s) to be dispatched to you within two working days.
You must keep the incorrect product(s) as we may require you to return it. If we request the products are returned, we will cover the shipping costs. We will also cover the shipping costs to send any replacement product(s).
Change of mind exchanges
We will exchange unused products for another product of your choice if you have changed your mind or ordered an item in error.
To be eligible for an exchange, your product must be unopened, in the same still-new condition that you received it, and in its original saleable condition. Exchanges must be arranged within 14 days of receipt of the product(s) by contacting us at info@naturebody.co.nz. Please send a copy of your order confirmation as proof of purchase.
Once you receive the instructions for the exchange, please return the product(s) to Nature Body Limited, 27 Boons Valley Road, Waikawa, Marlborough, 7220. We do not cover any damage or loss that occurs after the original delivery. It is your responsibility to make sure that products are returned to us safely, without any further damage, and at your cost. We recommend that you adequately package the product(s) and send via signature required delivery.
We will inspect the product(s) to ensure suitability for resale and do our best to respond to you within three working days of receipt.
If exchanging your product for another product, and:
- The selected product is a lower value, we will offer a credit for the difference between the purchase price of the original product and the selected exchange product.
- The selected product is a higher value, you will be charged for the difference between the purchase price of the original product and the selected exchange product.
The shipping cost paid for the initial order will not be credited. Shipping will be charged for the replacement exchange product(s).
Exceptions / non-returnable products
Certain types of products cannot be returned, e.g. custom products (such as special orders or personalised products). Please contact us if you have questions or concerns about your specific product.
We do not accept change of mind returns on sale products, or any returns on gift cards.
Refunds
If we have requested product(s) to be returned to us, we will inspect your return once received. Alternatively, we may make an assessment based on emails and/or conversations with you.
We will let you know if the refund was approved or not. If approved, you’ll be automatically refunded via your original payment method within five business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your refund, please contact us at info@naturebody.co.nz.