Cancellation, Returns & Refund Policy

Last Updated: August 2026

At Nature & You, every product is handcrafted with care and produced in small batches. We carefully prepare and pack every order to ensure you receive your products in perfect condition.

As our products are handmade and intended for personal use, we do not accept cancellations, returns, refunds, or exchanges, except in the specific situations mentioned below.

Returns

For hygiene and quality reasons, we do not accept returns on:

  • Handmade Candles

  • Artisan Soaps

  • Wax Melts

  • Home Fragrance Products

  • Gift Boxes

  • Products that have been opened or used

This policy helps us maintain the highest standards of quality and safety for all our customers.

Damaged, Defective or Incorrect Products

If you receive:

  • A damaged product

  • A defective product

  • An incorrect product

Please contact us within 48 hours (2 days) of receiving your order.

To help us verify the issue, please provide:

  • Your Order Number

  • Clear photographs of the product

  • Photographs of the outer packaging

  • An opening/unboxing video (mandatory)

The opening video is required to process claims for damaged, defective, incorrect, or missing items. Without it, we may not be able to approve your request.

Once the issue has been verified, we may provide either:

  • A replacement at no additional cost, or

  • A full refund, depending on the circumstances.

Wrong or Missing Items

If you receive a wrong item or if any item is missing from your order, please inform us within 48 hours (2 days) of delivery.

To raise a claim, you must provide:

  • Your Order Number

  • Clear photographs

  • An opening/unboxing video (mandatory)

Please contact us via WhatsApp, and our team will guide you through the claim process.

Order Cancellation

Orders can be cancelled only before they have been shipped.

Once an order has been dispatched, cancellation is not possible.

Refund Process

If your refund request is approved:

  • The refund will be processed to the original payment method used while placing the order.

  • Please allow 5–7 business days for the refund to reflect in your account, depending on your bank or payment provider.

Situations Not Eligible for Refund

Refunds will not be issued in the following situations:

  • Change of mind after placing the order

  • Not liking the fragrance

  • Minor colour differences due to the handmade production process

  • Small design variations in handmade products

  • Delivery delays caused by courier partners

  • Incorrect shipping address entered by the customer

  • Refusal to accept the delivered package

  • Products that have been opened or used

Missing Package

If your tracking information shows that your package has been delivered but you have not received it, please contact us within 48 hours.

We will coordinate with the courier partner to investigate the delivery status. Resolution will depend on the courier's investigation.

Exchanges

We do not offer exchanges on any of our products.

Damaged During Transit

We carefully pack every order to the best of our ability.

However, we do not cover or accept responsibility for damage that may occur during transit. If your package appears damaged upon delivery, please report it immediately and provide photographs along with the mandatory opening/unboxing video for review.

Need Help?

If you have any questions regarding your order or need assistance with a claim, please contact our customer support team via WhatsApp within the timelines mentioned above.

We appreciate your understanding and thank you for choosing Nature & You.