Returns, Cancellations & Refunds

Nothing makes us happier than a happy customer, and we promise to do our very best to ensure you're not only thrilled with your purchase but also your customer experience.

To that end, we are here to support should any issues occur along the way.

Returns (Within 30 days)

We want you to be completely satisfied with your purchase. If you have a change of mind or heart about a product purchased from us you are welcome to return the product. We will accept returns within 30 days of delivery provided that the product is sealed, unopened and unused and in the same condition as when received.

Once we have inspected the product and validated the safety for return back into stock, we will credit your account with the purchase price of the products or arrange refund - the choice is yours.

Please note: 

  • Certain custom or special order items cannot be cancelled or returned. 
  • Items purchased from the 'Short-Dated sale products' range are also not eligible for return or refund.
  • Our online product images are for illustrative purposes and may differ slightly from the actual product. 
  • Under no circumstances will Essentially Natural be liable for any damage or injury arising from misuse or abuse of goods.

Damages

In-transit damages are still rare but we understand that they can happen, especially given the very high volumes of fragile items that we ship. Please contact us immediately if you have received an item that is damaged, has spilled or leaked. We will make prompt arrangements for a replacement product to be sent to you.

Please simply contact us with a photograph of the damaged item so that we can assist in resolving the issue as quickly as possible. 

Supply Errors

Every effort is made to ensure the swift and secure delivery of your ordered items. However, mistakes happen even (very occasionally) by the hard-working team of humans responsible for the picking and packing of your orders. If your order is missing any items or accessories at the time of delivery, or an item is incorrectly supplied, please let us know immediately so that we can offer swift support in resolving the issue. We will make arrangement for the collection of any incorrectly supplied items and the correct delivery of items as per your order. 

Delivery Delays

Unforeseen circumstances like adverse weather, load-shedding, hijacking, strikes, pandemics or unexpected product shortages could prolong the delivery time. It's rare, but it can happen. While delivery delays are not grounds for cancellation or refund, we undertake to keep you well-informed and rest assured, we will do everything in our power to get your order to you as quickly as possible.

Non-collection of Order from Pargo Point

The value of items which are returned from a Pargo point due to non-collection will be credited to your account. Unfortunately, any applied shipping charges cannot be credited - Pargo charge return fees for non-collected orders.

Availability

The provision of goods and services on our site is subject to availability. In the rare event of item unavailability, we will contact you promptly to offer support with options for credit, substitution, split shipment or slightly delayed (usually resolved within 1-3 days) shipment. 

Cancellations & Order Edits

An order can only be cancelled or edited if payment has not yet been received.

To ensure the swift and safe handling of your order for prompt dispatch and delivery our systems do not allow for order edits to paid orders.

Refunds

Please note that refunds can take up to 7 working days to be cleared by your issuing bank (for card payments). Due to the costs entailed, our policy is to deduct a 10% handling fee but only if much administration has been involved in the return for refund process of non-defective products.

Please contact us if you have any questions relating to our policies.