Returns & Refund Policy

Effective Date: 3 November 2024

Thank you for shopping with us! We want you to be completely satisfied with your purchase. If you’re not happy with your order, please read our Returns Policy below to understand how we can assist you.

Returns & Refunds Eligibility

We accept returns and issue refunds on items purchased through our website under the following conditions:

Clothing, Baby Essentials, Bags (coming soon), Shoes (coming soon), Bedding, Towels and Pet Accessories:

  • Defective or damaged product(s) (see section 3 below)
  • Incorrect or missing product(s) (see section 4 below)
  • Incorrect size
  • Order cancellation (see section 5 below)
  • Order not received (see section 6 below)
  • Order delayed (see section 7 below)

 

If you are not satisfied with your purchase, you must start the return process within 3 days from the date of delivery, subject to whether the type of return is allowed.

  • Condition: Items must be in their original, unworn, unwashed condition, with all original tags, packaging, and labels intact.
  • Non-Refundable Items: The following items are not eligible for a refund:
  • Sale items
    • Underwear
    • Certain manufacturers don’t except returns.
    • Merino wool and cashmere items are of the products that are non-refundable/non-returnable.
  1. How to Return an Item

If you wish to return an item, please follow these steps:

  1. Request a Return: Contact our customer service team at info@vitalitywithnaturalmaterial.com within 3 days of receiving your order to initiate a return. Please include your order number and the item(s) you wish to return, as well a photo or video of the item(s).
  2. Return Authorization: Once we receive your return request, we will provide you with a Return Authorization (RA) number and return instructions.
  3. Prepare Your Return: Pack the item(s) securely in their original packaging, including any tags, accessories, or documentation that came with the product.
  4. Free Return: Free return shipment is available if the abovementioned requirements are met.
  5. Buyer pays for return shipping: Should you have ordered the wrong size, color or no longer like the item.
  1. Refund Process
  • Processing Time: Once we receive and inspect your returned item(s), we will process your refund. Please allow up to 10 business days after inspection for the refund to be issued.
  1. Defective or Damaged Items

We take great care in packaging and shipping your items, but in the rare event that you receive a damaged or defective product, please contact our customer service team immediately at info@vitalitywithnaturalmaterial.com with photos of the item(s) and a description of the issue. We will arrange for a replacement or a full refund, including any applicable shipping charges.

  1. Incorrect or Missing Items

Manufactures have a very strict quality control process before products are dispatched. Incorrect or missing product(s) are dealt with as follows:

  • Incorrect products will either be refunded fully or replaced
  • Missing part or product(s) we will send the missing product or the missing part or do a partial refund.
  1. Order Cancellation

Processing of orders takes 3-5 days and cancellation of an order must happen within 48 hours.

  1. Order not Received

Returns will not be made if the tracking information shows that the order is delivered. Nor will a refund be done if there is a Tracking Information Alert for the following reasons:

  • Incorrect/insufficient address
  • No such street number
  • Recipient unknown
  • Delivery refused
  • Not collected within a set time from a local Post Office
  • Not a safe delivery location
  • Uncleared customs
  • Others

 

Non-Refundable Terms

Refunds will not be accepted for the following:

  • You/customer no longer like it
  • The product description does not compare to the product
  • Product smells unusual
  • You/customer bought the incorrect item
  • The shipping address provided is incorrect
  • Tracking information deleted by logistic/ courier company and or local post office
  • Return request after 30 days of having received the order

Shipping Methods

Some shipping methods are not trackable when the order has arrived at the destination country. The delay as the parcel moves through your local postal service is different in every country, no refunds will be made in this regard.

Force Majeure

We take no responsibility nor will refund any orders damaged or delayed caused by an act of God including but not limited to epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection.

Thank you for choosing Vitality with Natural Material.