Our Refund Policy:
At Native Soul UK, we are committed to ensuring the satisfaction of our customers with the quality and authenticity of our products. If, for any reason, you are not entirely satisfied with your purchase, we offer a hassle-free refund policy to ensure your peace of mind.
Refund Eligibility
– Time Frame: You may request a refund within 7 days of receiving your purchase if your purchase was done wthin the UK. If outside the UK, this is extended to 14 days.
After 14 days, we regret that we cannot offer a refund or exchange.
– Condition: To be eligible for a refund, the item(s) must be minimally used, in the same condition that you received them, and in the original packaging. Items that show signs of wear or alteration are not eligible for a refund.
– Proof of Purchase: A valid proof of purchase (such as an order confirmation or receipt) is required to process your refund.
Refund Process
1. Initiating a Refund: To start a refund, please contact our Customer Service team at support@nativesoul.com with your order number and reason for the return. We will provide you with the necessary instructions.
2. Returning Items: Once your return is approved, you will receive instructions on how to return the item(s) to us. Please ensure that the item(s) are securely packaged to prevent damage during transit. The customer is responsible for return shipping costs unless the return is due to a fault or error on our part.
3. Inspection and Approval: Upon receiving your returned item(s), we will inspect them to ensure they meet our refund eligibility criteria. We will notify you of the approval or rejection of your refund.
4. Processing the Refund: If your refund is approved, it will be processed, and a credit will be applied to your original method of payment within 5-10 business days. Please note that the time it takes for the refund to appear in your account may vary depending on your payment provider.
Non-Refundable Items
– Limited time Sale items (unless faulty)
– Personalized or custom-made items
Exchanges
If you wish to exchange an item, please follow the same process as for refunds. Once we receive and inspect the returned item, we will process the exchange and dispatch the replacement item to you.
Contact Us
If you have any questions or need further assistance, please do not hesitate to contact our Customer Service team at support@nativesouluk.com We are here to help and ensure that your experience with Native Soul UK is a positive one. You can also contact us at any of our social media outlets, simply drop us a message with your order number and query and we will get in touch with you.
Thank you for choosing Native Soul UK.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@nativesouluk.com.
Shipping returns
To return your product, you should mail your product to:
58
Aberfeldfy House
John Ruskin Street
SE5 0XH
London
United Kingdom
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at support@nativesouluk.com for questions related to refunds and returns.