Eligibility for return
A. We hope that you are pleased with your order. However, if you are not entirely satisfied with your order or wish to return an item, we are happy to offer you a refund, provided that the goods you are returning is not exempted from return, it is unopened, unused and the goods is in fully resalable condition. If the goods you received are damaged or faulty in any way, or not what you originally ordered, we are happy to exchange the item or offer you a refund as per your wish.
B. To be eligible for refund or exchange on damaged goods, you must provide evidence. This includes photo or video evidence and/or returning the damaged goods to us for further inspection, if applicable. The outcome of the inspection will determine eligibility for a refund and/or exchange.
Restrictions and goods exempted from return
A. For healthy and safety reason, digestible hair vitamins are not eligible for returns unless damaged, faulty or sent in an error. If goods purchased is/are as part of a bundle, all parts of the bundle must be returned if you change your mind. No partial return is allowed; unless damaged or faulty or not what you originally ordered.
B. We are unable two provide a refund if upon inspection, we have solid reasons to believe goods were intentionally damaged by the customer. In such circumstance, we will notify you that we are unable to process the refund and allow you to arrange for the returning item(s) to be sent back to you within 14 days of our notification. After this deadline has passed, we will dispose the item.
Initiating a return
A. If you would like to return any goods, the first step is to send an email [email protected] so we can make arrangement to have the goods returned to us. To ensure smooth and fast resolution, please provide the order number and your contact details when emailing us.
B. For damaged or faulty goods, please retain the packing box and materials and as well as the damaged or faulty goods. We also ask that you provide video and/or photo evidence of any damaged or faulty goods. These may be required for inspection by a third-party and/or Shop-Go Natural
Return timeframe and process
A. You must notify us within 7 days of delivery of your intent to return an item. We will then email your Returns Form, giving you a further 7 days in which the returning item should reach us. So make sure you check your email (inbox and spam folder) for the form and send the returning item within the timeframe.
B. We aim to process refund within 5 working days of receiving a return, provided that the goods is eligible for return. If you initiate a return and we did not receive the goods within the 7 days, we may not offer a refund or an exchange if tracking or other evidence shows the item was not return on time. In such circumstance, we will notify you that we are unable to process the refund and allow you to arrange for the returning item(s) to be sent back to you within 7 days of our notification. After this deadline has passed, we will dispose the item.
C. Refunds will only be made against the original method of payment used to place the order. You will receive an email notification of your refund once it has been issued. Please allow 3-5 working days for funds to appear in your account. For customers with an international bank or card issuer, funds may take longer than 5 working days to clear.
Return delivery cost
A. Unless the goods you received are damaged due to no fault of yours (customer), or not what you originally ordered, you are responsible for returning the goods and as well as any delivery cost incurred.
B. For your own peace of mind and protection, you are strongly advised that you obtain a proof of postage such as “recorded delivery or tracked and signed for” when returning goods to us. In the unlikely event that we do not receive the returned goods or arrived damaged, the courier that you used may be able to offer you a reimbursement.
C. Any discount, special offer or loyalty points redeemed within the order, will be deducted when processing refund or exchange (where applicable). If courier return an order to Shop-GoNatural due to customer failing to accept or collect delivery, the cost of return may be deducted from the customer refund.
Posting & Packaging Advice
To ensure that your return arrives quickly and in the best possible condition, please refer to the following practical tips:
1. Please ensure you are not returning used items, unless we authorised you to do so. See our returns policy on the website
for further details.
2. Choose a packaging that is suitable for the content of your return.
3. If you are recycling a box, please remove or cover all original labels and stickers so the parcel is not scanned incorrectly.
4. Make sure that the packaging is in good condition: complete, without vulnerable, torn or damp parts.
5. Ensure that your parcels are properly sealed. Tape firmly!
6. For your protection in case of loss or damage, we advise that you use a recorded delivery service and obtain a ‘Proof of Postage’. We are not liable for goods that get lost or damaged en-route to us. The postal service/courier service you use may offer compensation.