Returns
Returns & refunds
Not quite right? No problem. You can return unused, unopened items within 30 days, and if anything arrives damaged or wrong, we'll put it right.
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30 days
To change your mind
On unused, unopened items
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Free
Fix for damaged or wrong items
Replacement or full refund
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14 days
To get your refund
Once we receive your return
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Email first
Before sending anything back
info@naturesroot.co.uk
How to return an item
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Email us
Email info@naturesroot.co.uk within 30 days of delivery with your order number and the items you'd like to return. For damaged or incorrect items, please add a photo.
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Get the returns address
We'll reply with the returns address and anything else you need to know. Please don't send items back before you hear from us.
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Send it back
Pack the items securely and post them to us. We recommend a tracked service and keeping your proof of postage.
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Get your refund
Once your return arrives and has been checked, we'll email you and refund your original payment method within 14 days.
Can I return it?
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Yes
Unused and unopened, within 30 days
Return it for a full refund of the item price. You pay the return postage.
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Yes
Damaged, faulty or the wrong item
Contact us within 30 days of delivery and we'll replace or refund it, including return postage.
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No
Opened food or sealed products
For food safety and hygiene reasons we can't take these back unless they're faulty.
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No
More than 30 days after delivery
Change-of-mind returns are only accepted within 30 days. Faulty items are still covered by your legal rights.
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Contact us
Your parcel hasn't arrived
Email us with your order number and we'll look into it with the courier.
Delivery costs on returns
If you return items because you've changed your mind, you pay the cost of sending them back. If you return your whole order within 14 days of delivery, we'll also refund the standard delivery charge you paid. If an item is damaged, faulty or wrong, we cover all costs.
Refunds
Approved refunds go back to your original payment method within 14 days of us receiving your return. Your bank may take a few extra working days to show it. If you can't see your refund after that, check with your bank first, then email info@naturesroot.co.uk.
Exchanges
We don't offer direct exchanges. If you'd like a different product or size, return the original for a refund and place a new order.
Your statutory rights
This policy doesn't affect your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Returns questions
How long do I have to return something?
30 days from delivery for unused, unopened items. If an item is damaged, faulty or wrong, contact us within 30 days of delivery.
Can I return food I've opened?
No. For food safety and hygiene reasons we can't accept opened food or sealed products back unless they're faulty.
Who pays for return postage?
You do if you've changed your mind. We do if the item is damaged, faulty or wrong.
How long will my refund take?
We refund within 14 days of receiving your return, to your original payment method. Your bank may take a few extra days to show it.
My order arrived damaged. What should I do?
Email info@naturesroot.co.uk with your order number and a photo, and we'll send a replacement or a full refund.