Refund policy

Here's a simpler, friendlier version:

Return and Exchange Policy

At Naturals by Dua and Zehra, your happiness matters to us. If something isn't right with your order, we're here to help. Here's everything you need to know about returns and exchanges.

RETURNS

Got the wrong item, or something arrived damaged? We'll fix it — either with a full refund or a replacement, no questions asked.

Changed your mind about a product? No worries, you can still return it if:

  • It's unopened and still in its original condition
  • You return it within our return window from when you got it
  • You share your proof of purchase or order details with us
  • You cover the shipping cost for sending it back

HOW TO RETURN SOMETHING

It's easy:

  1. Take a few clear photos of the damaged or faulty item.
  2. Reach out to our team and let us know you'd like to return it — don't forget to attach the photos.
  3. Tell us why you're returning it, and include your order number and the item name.
  4. Pack it back up in its original packaging, with the seal still intact.
  5. Once we get your return, we'll send you a coupon worth the same amount as the item.
  6. You'll need to cover the shipping cost for the return.

EXCHANGES

Want a different size, shade, or scent instead? We offer exchanges, as long as the item is unopened, in its original packaging, and the seal hasn't been broken.

Just a heads-up: items bought on sale can't be returned or exchanged, unless we sent you the wrong product.

HOW TO EXCHANGE SOMETHING

Here's what to do:

  1. Get in touch with our team and let us know you'd like to exchange your item.
  2. Tell us why, and include your order number plus the name of the item you'd like instead.
  3. We'll ship your new item straight to your address.

CANCELLING AN ORDER

Changed your mind about your order? Let us know right away! We usually pack and ship orders quickly, so the sooner you tell us, the better our chances of catching it in time.

Once your order has already been shipped, unfortunately, we won't be able to cancel it — so don't wait too long to reach out.

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 su050420@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

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 su050420@gmail.com.


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 perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 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.


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.


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 su050420@gmail.com.