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Refund & Exchange Policy
We want you to be completely satisfied with your purchase. We accept back items 30 days from the ship date that have not been opened or used. Refunds are granted for the purchase price of the product (minus a 15% restocking fee), minus the shipping cost. Items that have been opened, used, or are not in a resellable condition are not eligible for a refund. All orders that are returned or refunded for any reason regardless of time shall incur a 15% restocking fee.
Any issues or problems with orders that did not arrive on time should be reported to our Customer Service at firstname.lastname@example.org within 30 calendar days of your order ship date. Orders that are not reported within 30 calendar days of the ship date will not be eligible for the refund.
Unclaimed or Returned Orders - All orders that are returned to us for any reason because they are prohibited from entry or because they are unclaimed by the recipient shall incur a 15% restocking fee. The shipping fee for any unclaimed or returned orders will also not be refunded. Please check with your local customs agency before importing any orders if you are unsure of your country's rules or regulations. Packages that are "abandoned" at customs will usually be sent back to Naturelite. If we receive your returned package, we will automatically refund your order minus your shipping costs plus a 15% restocking fee.
What if I need to return an item after 30 days?
Unfortunately, items that are over 30 days from the ship date are taken back on a case-by-case basis. Orders returned after 30 days will be subject to a 25% re-stocking fee. All returns must receive an RMA (return merchandise authorization) number in order for the return to be processed. Please write your RMA number on the outside of your package.
What if my item has been opened?
Items that have been opened, used, or are not in a resellable condition are NOT eligible for a refund.
What do I do if I receive a damaged, expired or incorrect product?
Products should be inspected immediately once delivered. If you receive a damaged, expired or incorrect product, you must contact Customer Service within 48 hours of receiving your product at email@example.com with images and details pertaining to the concern with your order. Details provided will be reviewed by our team and we will proceed in a necessary manner.
How long will it take to receive a credit from my return?
We process returns daily (Monday-Friday). As soon as we receive your order, it will be inspected, and your return will process. If a credit is to be issued, you should see the credit come through within 3-10 business days, depending on your bank's procedures and how quickly they process the credit.
IMPORTANT: If your parcel is returned to our facility and we are charged a fee to receive the order back, that amount we are required to pay will be deducted from your total refund. If the amount we are charged is greater than the refund amount of the purchase price, no refund will be issued for the order. By ordering with Naturelite, you agree and acknowledge these terms and conditions.
Incorrect Address / Returned Items
If the shipping address on your order is incorrect or incomplete, please note that we cannot change the delivery address after an order has been shipped. We cannot be held responsible for any delays, fees, loss of package, or other delivery issues if you've made an error in the shipping information on your order. If such an error causes an order to be rejected, lost or destroyed, we cannot issue a refund or replacement of any kind.
If the error causes the order to be sent back to us, you may be responsible for return shipping fees. Orders that are returned to us due to an address error will be refunded for the purchase price of the product minus any shipping charges. Unfortunately, unless the order is returned back to our warehouse in an undamaged and resalable condition, we cannot issue a refund. Refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed.
If your parcel is being returned to sender due to any reason such as Unclaimed, Incomplete/Insufficient Address, Prohibited Import / Denied Entry by Customs, or being Refused only once the parcel arrives back to our facility will a refund for the purchase price of the products minus the shipping cost be issued. Before a refund is granted, the parcel must be checked in at our facility. You may be responsible for return shipping fees.
Unfortunately, unless the order is returned back to our warehouse in an undamaged and resalable condition, we can not issue a refund. We cannot be held responsible for delays and transit times if your parcel is being returned. Refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to:
Naturelite Nutrition, 8152 S. Welby Park Dr. Ste B, West Jordan, UT. 84088
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 shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.