Returns & Exchanges
At Natural Answers, we want you to be happy with every purchase you make. However, if you wish to return any of your goods to us please follow the process outlined below and indicate the most relevant return code on the form that was included with your delivery.

When will I receive my refund?

If you are not entirely happy with your purchase you can return your item(s) within 28 days of the original delivery date for a full refund to the original payment method. We do require you to pay only the price of the postage to send goods back to us (if applicable, you’ll be entitled to a reimbursement of these charges).

Once we have received the product(s) back to us a refund will be credited to the original payment method within 14 days. Please note that it may take longer for your bank to credit your account. Natural Answers cannot be held liable, and cannot take responsibility for any bank charges that you may incur during the refund process.

How do I return my item(s)?

You will have 28 days to return your goods to our warehouse for a full refund.

Our returns address is:

Natural Answers Returns
4c New Mart Road,
Edinburgh,
EH14 1RL,
United Kingdom.

The status of the refund will be dependent on whether you meet the relevant conditions outlined in this policy. If you do not return your goods within 28 days, you may still be entitled to an exchange (please see below) or receive a refund. Final refund values will be at our discretion.

Exchanges

We want you to be happy with every purchase, but we understand that sometimes you might change your mind.

No problem! If you are not satisfied, and you wish to exchange a product, you may do so within 28 days of receiving your order.

Returns Period

If you change your mind about one of your purchases, under this online return policy you will have 28 days, from the date you received your goods, to return your product for a full refund (via your original method of payment).

We’ll refund the price you purchased your item at – this includes sale items.

Faulty Goods

Returns Out with the Returns Period

If you return your purchase by post or courier after the periods outlined above (with exception applied to faulty or damaged goods), we reserve the right to refuse you a refund.

Remember to include your proof of purchase. No refund or exchange can be granted without a receipt, dispatch note or other proof of purchase.

Taking Care of Your Goods

All goods will be inspected upon return. Goods remain your responsibility until they arrive safely at our warehouse.

It is imperative that when your unwanted goods are returned to us they are done so in a resalable condition. This applies to any original packaging and labels, particularly if the packaging forms part of the goods such as safety seals.

Where goods are returned damaged or not in their original packaging, we reserve the right to refund you the purchase price less any deductions due by way of compensation for any damage that may have been caused. In the unlikely event that substantial damage has been caused then we reserve the right to refuse a refund or exchange. We may instead return your goods to you and you will incur all costs to do with the return of the item(s).

If you haven’t indicated on your returns note that you’d like a refund, an item exchanged or the new item required, we will not be able to refund of exchange your item(s). We cannot accept liability for any goods that do not reach our warehouse nor can we accept liability for any goods that may be returned in error. We recommend that you return goods via a recorded delivery service and retain the proof of postage.

Once we have received the product(s) and if appropriate, any packaging, a refund will be credited to the correct payment card within 14 days. Please note it may take up to 14 days for your bank to process the refund.

Refunding Delivery Charges

When you make a purchase online you have up to 28 days to return your unwanted goods to our warehouse. You will be entitled to a full refund, provided you meet the terms of this policy, including the standard delivery charge if applicable.

We are unable to provide a refund of the delivery charges when you are only cancelling part of that order. If you are returning a faulty product then we will reimburse you for the standard delivery cost of returning the goods to our warehouse.

Our refund policy does not affect your statutory rights in respect of faulty or damaged goods.