Refund policy

We want you to love what you ordered. If something isn't right, we're here to make it easy.

Return window

You have 14 days from the date you receive your order to request a return or exchange. After 14 days we are unable to accept return requests.

Eligibility

To be eligible for a return, your item must be:

  • Unused and unopened
  • In its original packaging with all seals intact
  • Accompanied by your order number or proof of purchase

We are unable to accept returns on products that have been opened, used, or had their seals broken. This applies to all hair care products for hygiene reasons.

Non-returnable items

The following cannot be returned under any circumstances:

  • Opened or used products
  • Sale items and discounted products
  • Gift cards
  • Bundles where any component has been opened or used

How to start a return

Email us at naturallyshopsa@gmail.com with your order number and the reason for your return. Do not send any items back before receiving confirmation from us — items returned without prior authorisation will not be accepted.

Once your return request is approved, we will send you instructions on how to proceed. Our team will process your request within 5 business days of receiving it.

Exchanges

If you'd like to exchange a product, email us at naturallyshopsa@gmail.com within 14 days of receiving your order. The fastest way to get the product you want is to return the original item once approved, then place a new order.

Damaged or incorrect items

Please inspect your order as soon as it arrives. If your item is damaged, defective, or incorrect, contact us immediately at naturallyshopsa@gmail.com with a photo of the item and your order number. We will resolve the issue as quickly as possible at no cost to you.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or payment provider to post the funds.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at naturallyshopsa@gmail.com.

Questions?

We're happy to help. Reach us any time at naturallyshopsa@gmail.com