Return Policy
NATAL BY NATURE is committed to providing a delightful online shopping experience. If a product has quality issues or is damaged, please contact our customer service team within 14 days of receiving your package to arrange an exchange. See the “Exchange Process Instructions” below for detailed steps.
All returned products must be unused, stored in their original packaging, and include all accessories (e.g., manuals). Complimentary gifts included with the order or set must also be returned. If these conditions are not met, our company reserves the final right to determine all return arrangements.
We only exchange for the same product. If the same product is unavailable due to other factors, you may choose a product of equal value. For higher-value products, the price difference must be paid; for lower-value products, the difference will not be refunded.
Membership points earned from the original purchase will not be affected by returns or exchanges. If exchanging for a higher-value product, we will credit the additional points accordingly.
We will complete the return or exchange process within 14 business days from the date we confirm receipt of the returned package.
How to Exchange Your Order
1. Take photos of the issue and packaging upon opening for documentation.
2. Contact our customer service center (details below), explain the reason for the return, and confirm the product, order number, and quantity.
3. Customer Service
Email: info@natalbynature.com
WhatsApp: (852) 9660 6190
Service Hours: Monday to Friday, 10 AM to 6 PM (excluding public holidays)
4. Place the product to be returned or exchanged in its original packaging.
5. Our customer service team will arrange a courier to collect the package from the original order’s delivery address. (Applicable only within Hong Kong, excluding outlying islands and remote areas. For outlying islands and remote areas, please arrange shipment to our designated collection point.)
6. If the product was collected via a self-pickup point or SF Express locker, please provide the pickup address. Outlying islands and remote areas are excluded and must arrange shipment to our designated collection point.
7. Upon receiving the returned product, we will inspect it to ensure it meets the exchange requirements before proceeding.
8. Our company reserves the final decision-making authority.
Exchange Process
Upon confirmation of the returned product, we will send a new product based on inventory availability.
We will complete the return or exchange process within 14 business days from the date we confirm receipt of the returned package.