Nature Cosmetix Policies
Returns & Refunds
Eligibility & Conditions
We want you to love what you order from Nature Cosmetix. If something is not right for you, our 30-day money-back guarantee lets you send it back within 30 days of the delivery date. Skincare, haircare and body care products are applied to your skin and hair, so for hygiene reasons we can only accept returns of items that have not been opened or used.
✓ Eligible for return
Item is unused, unopened and in its original packaging, with any seal intact.
Return requested within 30 days of the delivery date.
Item arrived damaged, defective or was not what you ordered (see section 06).
✗ Not eligible for return
Products that have been opened, used, tested or partly used.
Sealed items whose seal or protective wrap has been broken after delivery.
Items missing their original packaging or outer box.
Requests made more than 30 days after delivery.
Why we are strict about opened products
Once a serum, cream, oil, soap or scrub has been opened, we cannot be sure it is still safe and hygienic for another customer. This protects everyone who shops with us. If you are unsure whether a product suits your skin or hair type, feel free to ask us before ordering. We are happy to help you choose.
EU & UK Right of Withdrawal
If you live in the European Union or the United Kingdom, you have a statutory 14-day right of withdrawal for online purchases, starting the day after you receive your order. Within this period you may cancel your purchase without giving a reason. Our 30-day guarantee is offered in addition to this legal right and never replaces or limits it.
What we refund on withdrawal
The full price you paid for the returned items, refunded to your original payment method.
Shipping to you is free on every order, so there is no outbound delivery charge to deduct or refund.
We process the refund within 14 days of receiving and inspecting the returned items.
How to exercise your right of withdrawal
One simple email is enough
Email info@naturecosmetix.com with a clear statement that you wish to withdraw from your purchase. Please include your order number, your full name and your delivery address.
To meet the deadline, it is enough to send your message before the 14-day period ends. We will confirm receipt and reply with the return instructions and address.
Hygiene exception
As permitted by EU law, the right of withdrawal does not apply to sealed cosmetic products that are not suitable for return for health protection or hygiene reasons once they have been opened after delivery. Unopened items remain fully covered.
How to Start a Return
Every return starts with a short email to our support team. We handle each request personally so you get the right instructions for your country.
Email us
Write to info@naturecosmetix.com with your order number, the items you want to return and the reason. We reply within 24 hours on business days.
Prefer to talk?
Call +31 76 230 9902, Monday to Friday, 9:00 to 17:00 CET. Please have your order number ready.
Send your return request
Email us within 30 days of delivery. Always include your order number so we can find your order quickly.
Receive your return confirmation
We confirm your return and send packing instructions. Please wait for our confirmation before sending anything, then ship to the return address in section 04.
Pack and ship
Place the unopened items in their original packaging, pack them securely and send them with a tracked service. Keep your proof of postage and tracking number.
Inspection and refund
Once your return arrives, we check its condition and process your refund. See section 05 for timings.
Return Shipping & Costs
We ship every order to you for free, worldwide. For returns, who pays the postage depends on the reason for the return.
Return address
Recipient: Zhouchao
4th Floor, Shuanglun Yurong, No. 288-1, Dongkang Road
Xinfeng Village, Xiaoshan District
Hangzhou, Zhejiang Province 311201
China
Mobile: +86 189 6910 3459
Please email us before sending your return and write your order number on the parcel. Our company address in Wyoming, USA is our registered office and does not accept returned parcels.
Use a tracked service
We recommend sending your return with a tracked shipping method and keeping the tracking number until your refund is confirmed. We cannot refund returns that never reach us. If your country charges customs duties or import taxes on the return, these are the responsibility of the sender.
Refunds
Once your return has arrived and passed inspection, we refund the amount to your original payment method, whether you paid by card, Apple Pay, Google Pay, Shop Pay or another method shown at checkout.
Currency of your refund
Refunds are made in the same currency you were charged at checkout. If your bank converts the amount into another currency, the final figure may differ slightly because of exchange rates set by your bank or card provider.
Refund timeline
Return received
Your parcel arrives at our return address in Hangzhou, China.
Inspection
We check that the items are unused, unopened and in their original packaging, and let you know the result by email.
Refund issued (within 14 days)
We send the refund to your original payment method within 14 days of receiving and inspecting your return.
Bank processing (5–10 business days)
Your bank or card provider may need a further 5–10 business days to show the refund on your statement. If you still cannot see it after that, contact us and we will help.
Damaged, Defective or Wrong Items
We pack every order with care, but accidents in transit can happen. If a product arrives broken, leaking, defective, or is not the item you ordered, we will put it right at no cost to you.
Report within 48 hours of delivery
Please contact us within 48 hours of your parcel being delivered, and include photos of the product, the packaging and any visible damage. Reporting quickly helps us resolve the issue with the carrier and send you a solution faster.
Take photos
Photograph the item, the outer box and the label. Keep all packaging until the issue is resolved.
Email us
Send your order number, a short description and the photos to info@naturecosmetix.com. A subject line like "Damaged item, order #XXXX" helps us act fast.
We replace or refund
We send you a replacement or a full refund, at no cost. If we need the item back, we cover the return postage.
Your statutory rights
Depending on where you live, you may have legal rights regarding faulty goods. This policy is offered in addition to those rights and does not limit them.
Cancelling an Order
Changed your mind right after ordering? You can cancel free of charge as long as your order has not yet been dispatched. Orders are usually processed within 1–2 business days, so please get in touch as soon as possible.
Before dispatch
Email us with your order number and ask to cancel.
We cancel the order and refund the full amount to your original payment method.
After dispatch
The order can no longer be cancelled once it has shipped.
Keep the parcel unopened and follow our return process in section 03 once it arrives.
Disputes & Chargebacks
Talk to us first
Contacting us directly is almost always faster than opening a chargeback with your bank.
A bank dispute can take weeks to settle. Our team can arrange refunds, replacements or other solutions directly, often within a day or two. Please contact us before opening a chargeback so we have the chance to help.
By email
info@naturecosmetix.com with your order number. We reply within 24 hours on business days.
By phone
Call +31 76 230 9902, Monday to Friday, 9:00 to 17:00 CET.
Please note: if a chargeback is opened for an order that was delivered correctly, we may share order details, dispatch confirmation, tracking data and our correspondence with your bank to respond to the dispute.
Online dispute resolution (EU)
If we cannot resolve a complaint together, customers in the EU can also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr. You can read more in our Terms of Service.
Late or Missing Parcels
Orders are processed within 1–2 business days and usually arrive within 7–10 business days after dispatch. You receive a tracking number by email as soon as your parcel ships. Delays can sometimes happen during peak seasons or customs checks.
Before you contact us
Check the tracking link in your shipping confirmation email.
Make sure your delivery address was entered correctly.
Check with neighbours, your building reception or a local pickup point.
What we will do
Look up your parcel and share the latest carrier updates.
Contact the carrier on your behalf.
Find a solution with you if your parcel is confirmed lost.
Still waiting?
If your order has not arrived 10 business days after dispatch, let us know.
Email info@naturecosmetix.com with your order number and we will investigate straight away. Please note that any customs duties or import taxes charged by your country are set by local authorities, and customs checks can add time to delivery. More details are in our Shipping Policy.
Please avoid opening a bank dispute while a parcel is still in transit. Contact us instead so we can track it down and help you directly.
Questions? We are here to help.
Our team replies to every email within 24 hours on business days.
Monday to Friday, 9:00 to 17:00 CET. Please always include your order number.
This policy applies to all orders placed on naturecosmetix.com. Nature Cosmetix LLC is the seller for every order. Nothing in this policy limits the mandatory consumer rights that apply in your country of residence, including in the EU, the UK and the UAE. We may update this policy from time to time; the version published on this page at the time of your order applies. See also our Shipping Policy, Payment Policy and Terms of Service.