Refund policy

At Naiga Naturals, our products are handmade in small batches using carefully selected ingredients. Because our products are cosmetics and are made for use on the skin and hair, we take hygiene and product safety seriously.

Please read our returns and refund policy below before placing your order.

Returns & Cancellations

If you change your mind about an order placed online, you may request to cancel your order in accordance with your statutory consumer rights.

For cosmetic and personal-care products, any product being returned must be unused, unopened and in its original sealed packaging.

For hygiene and safety reasons, we cannot accept the return of products that have been opened, used or unsealed, unless the product is faulty, damaged or was sent incorrectly.

If you wish to cancel your order, please contact us as soon as possible at info@naiganaturals.co.uk.

If your order has already been dispatched, you may need to wait until it has been delivered before returning the eligible unopened items. Return postage for change-of-mind returns is the customer's responsibility unless otherwise stated. 

If you wish to cancel your order, please contact us within 14 days of receiving your order. Once you have notified us of your cancellation, eligible items must be sent back to us within 7 days.

For change-of-mind returns, products must be unused, unopened and in their original sealed packaging. For hygiene and safety reasons, we cannot accept change-of-mind returns for cosmetic products that have been opened or unsealed.

Return postage for change-of-mind returns is the customer's responsibility unless otherwise stated. This does not affect your statutory consumer rights.

We reserve the right to refuse a return where a product has been opened, used, unsealed or handled beyond what is reasonably necessary to inspect the product.

 

Damaged, Faulty or Incorrect Items

Please check your order when it arrives and contact us as soon as possible if:

  • Your product has arrived damaged

  • Your product is defective or not of satisfactory quality

  • You have received the wrong product

  • An item is missing from your order

Please email info@naiganaturals.co.uk with your order number and, where applicable, clear photographs of the product and packaging so that we can assess the issue.

If an item is confirmed to be faulty, damaged or incorrectly supplied, we will provide an appropriate remedy, which may include a replacement or refund.

Please do not dispose of a damaged or faulty product until we have advised you what to do with it.

We understand that everyone's skin, hair and personal preferences are different.

We cannot offer refunds simply because you do not like the scent, texture, appearance or feel of a product once it has been opened or used.

If you are unsure which product is right for you, we recommend trying one of our sample-size products before purchasing a full-size product.

Allergies & Sensitivities

Our products are made using natural ingredients, but natural ingredients can still cause sensitivities or allergic reactions in some individuals.

Please review the full ingredient list of a product before purchasing, particularly if you have known allergies or sensitivities.

If you experience an unexpected reaction or believe there is an issue with the product, please contact us at info@naiganaturals.co.uk so that we can review the matter with you.

Refunds

Once your return has been received and assessed, we will confirm whether your refund has been approved.

Where a refund is due, it will normally be issued to the original payment method or store credit.

For cancellations and returns where the law requires a refund, refunds will be processed within the applicable legal timeframe.

Please note that your bank or payment provider may take additional time to process the refund and make the funds available in your account.

Sale Items

Products purchased during a sale or promotional period are subject to the same statutory consumer rights as full-price products.

Where a sale item is faulty, damaged or incorrectly supplied, please contact us so that we can resolve the issue.

Exchanges

Due to the nature of our products and for hygiene reasons, we do not offer exchanges for products that have been opened or used.

If you have received an incorrect, damaged or faulty item, please contact us and we will arrange an appropriate solution.

Empty Containers

We encourage customers to reuse their Naiga Naturals containers where possible.

Customers may return empty Naiga Naturals containers for reuse with a future order. Please contact us before sending any containers back so that we can provide the appropriate instructions.

Fraudulent or Abusive Claims

We take fraudulent claims seriously.

Where we have reasonable grounds to believe that a claim relating to a missing, damaged or undelivered order is fraudulent or abusive, we reserve the right to investigate the claim and take appropriate action, including refusing future orders where appropriate.

This does not affect your statutory consumer rights.

Contact Us

If you have any questions about returns, refunds or an issue with your order, please contact us:

Email: info@naiganaturals.co.uk

We are always happy to help and will do our best to resolve genuine issues fairly.