Refund policy

RETURNS

Naturally Wicked offers a 30-day return policy. If you wish to return an item, you must initiate the process within 30 days from the date you received it. Unfortunately, we cannot offer a refund or exchange for items returned after this 30-day period.

Proof of purchase is mandatory for processing a return. We are unable to process refunds or exchanges without it.

To qualify for a return, your item must meet one of the following conditions:

  1. The item is unused, in the same condition you received it, in its original packaging with all included accessories, or
  2. The item is deemed defective/damaged after evaluation by Naturally Wicked.


The following scenarios will invalidate your right to return an item:

  • Products that have been personalised or customised specifically for you. This includes but is not limited to personalised towels.
  • Instances where it can reasonably be inferred that the goods were not adequately cared for while in your possession.
  • Errors made by you during the ordering process, such as spelling mistakes, that have gone into production.
  • Items that have been used post-purchase.
  • Please note, no goods are sold on a 'sale or return' basis. You cannot reject or return goods without the consent of Naturally Wicked Ltd. Any unauthorised return remains the responsibility of the sender.


Exceptions apply for the return of defective items.



    REFUNDS

    Upon receipt and inspection of your returned item, we will email you to confirm its arrival and inform you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will automatically be applied to your original payment method within two working days.

    If you have not received a refund yet, please take the following steps before contacting us:

    1. Verify the status of your refund by checking your bank account or the original payment platform.
    2. Contact your credit card company or bank; note that it can often take some processing time before a refund is officially posted to your account.

    If you've undertaken the above steps and still have not received your refund, please get in touch with us.


      EXCHANGES

      We only replace items that are defective or damaged. If you need to exchange a defective or damaged item for an identical item, please contact us.


        GIFTS

        If the item was designated as a gift at the time of purchase and was shipped directly to you, you would receive a gift credit equal to the value of your return. After receiving and processing the returned item, we will mail you a gift certificate.

        If the item was not marked as a gift at purchase or if the gift giver shipped the order to themselves to give to you later, we will issue the refund to the gift giver.


          SHIPPING

          To return a product, please contact us. Do not return goods without express permission. If an item is returned to Naturally Wicked Ltd without our consent, it remains the responsibility of the sender.

          You will bear the cost of return shipping unless the item is deemed defective. Please note that the delivery time for the exchanged product may vary based on your location.


          SHIPPING RELATED REFUND DEDUCTIONS

          In cases where international parcels are returned to sender or destroyed by the courier due to the customer’s failure to accept delivery or collect the parcel—despite having received sufficient notice and opportunity to do so—Naturally Wicked reserves the right to withhold any refund relating to shipping fees, VAT, import duties, or other non-recoverable costs. Such circumstances may constitute customer negligence, and no refund will be issued where goods are deemed abandoned in this instance. For more details, please refer to our Shipping Policy.


            SUBMIT A RETURN REQUEST

            To initiate a return, follow the steps outlined below:

            1. Log in to your account via the webstore navigation. If you haven't created an account, contact us to request a return.
            2. Click on the order for which you want to submit a return.
            3. If your order contains multiple items, select the items you wish to return.
            4. Choose a return reason from the given options and add any necessary notes for our team.
            5. Click on Request return to finalise your submission.