Effective Date: 16 July 2026
At Natuurlik, we take great care in crafting and packaging every product. We want you to be delighted with your purchase, and if something isn't right, we'll do our best to make it right.
1. Your Satisfaction
Our products are handcrafted in small batches using carefully selected natural ingredients. If you experience a problem with your order, please contact us as soon as possible so we can assist you.
2. Damaged, Defective or Incorrect Products
If your order arrives damaged, defective or you receive the wrong product, please contact us within 7 days of receiving your order.
To help us resolve the issue quickly, please include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging where applicable
Where appropriate, we will offer:
- A replacement product
- A refund
- Or another suitable solution
3. Change of Mind
Due to the nature of our skincare products and for hygiene and safety reasons, we are unfortunately unable to accept returns or exchanges for products that have been opened, used or tampered with.
If your product is unopened, unused and in its original condition, please contact us within 7 days of delivery to discuss whether a return can be accommodated.
Return shipping costs for change-of-mind returns are the responsibility of the customer unless otherwise agreed.
4. Allergic Reactions and Skin Sensitivities
Every person's skin is unique.
We recommend performing a patch test before using any new skincare product.
As individual skin types and sensitivities vary, we cannot offer refunds for products that do not suit your skin unless the product is defective or incorrectly supplied.
If you experience irritation, discontinue use immediately and seek appropriate medical advice if necessary.
5. Refunds
Where a refund is approved, it will be processed using the original payment method wherever possible.
Please allow 5–10 business days for the refund to reflect, depending on your payment provider.
Shipping charges are generally non-refundable unless the return is due to an error on our part or a defective product.
6. Return Shipping
If a return is required due to an incorrect, damaged or defective product, Natuurlik will advise you on the return process and, where appropriate, cover the reasonable return shipping costs.
For approved change-of-mind returns, the customer is responsible for return shipping costs.
7. Consumer Rights
Nothing in this policy limits or excludes any rights you may have under the South African Consumer Protection Act.
Where the Consumer Protection Act provides additional protections, those rights will always apply.
8. Contact Us
If you have any questions about returns or refunds, please contact us using the contact details provided on this website. We are always happy to assist where we can.