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Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, it must be unopened and unused and in its original packaging. You’ll also need the receipt or proof of purchase.

Items purchased at one of our retail partners should be returned to the point of purchase. We cannot offer refunds for items not purchased directly from our online shop.

To start a return, you can contact us at admin@nelsonnaturals.com. We’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return cannot be accepted.

Return shipping fees are not covered and must be borne by the returnee.


Damages and other issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. It is very important to document this fully with photos so that the claim process will go smoothly.

Please send photos and description of the issues to admin@nelsonnaturals.com

 

Exceptions / non-returnable items

Opened and used items cannot be returned. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items. 


Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method*. Shipping fees are non-refundable. Please remember it can take some time for your bank or credit card company to process and post the refund too.

*We cannot process refunds via interac e-transfer, we will issue a coupon that can be used on our website instead.

 

Refused, Uncollected, and Undeliverable Packages

In cases where an order is “returned to sender” due to refusal or non-collection, we will refund your total order amount minus the shipping cost back to your original payment method* upon your request. We will need to confirm that the package was successfully returned and received in our facility before we can start the refund process. Please contact us at admin@nelsonnaturals.com to start a refund process.

*We cannot process refunds via interac e-transfer, we will issue a coupon that can be used on our website instead.