Please note that since sample size products are free, you pay the shipping and handling, they cannot be returned, refunded, or exchanged.

We cannot accept or credit returns for any reason without prior authorization. A Return Material Authorization  (RMA)  is Required for ALL returns.

Non personal care goods returned not due to our error will be subject to a 20% restocking fee.

If an error has been made on a written order, we will gladly pay for re-shipment. All errors arising from miscommunication on verbal orders will be the sole responsibility of the Consumer. Please submit orders in writing ie via the WEB  whenever possible

Merchandise returned without authorization (RMA) will be discarded. We are not able to make any exceptions to this policy.

The product must be in the original packaging unopened and in retail condition when it is received by us.  You will be refunded the cost of goods (excluding shipping & handling charges) by the same method the payment was made. Refunds will be processed within 2 weeks.

Credit:

Opened or partially used products can be returned for a store credit. The percentage of the credit can be prorated depending on the amount and condition of the product returned.

Time frames:

a. You must call or email for a RMA number within 7 days (3days in case of  shipping damage) of receipt of shipment. Please read the RMA section for details on how to receive a RMA and how it is processed.

 b. The product must be received by us within 7  business days after the RMA number is issued.

Return Merchandise Authorization (RMA) Procedure

Note: Within the first 15 days of purchase, all defective merchandise must be returned.

All products that are returned require a Return Merchandise Authorization (RMA) number.  Any product received without prior authorization will be refused or discarded at our discretion.  To obtain an RMA number, please fill out the online RMA form and either fax or upload a copy of your proof of purchase.  If you intend to fax your proof of purchase, please fax it to (408) 445-0474.  Make sure to completely fill out the form and include the proof of purchase.  Incomplete forms or forms without the proof of purchase will be disregarded.

Upon approval, you will be assigned an RMA number through e-mail.  Carefully package the product and follow the directions in the e-mail.  Natalchemy is not responsible for items damaged during shipping.  Natalchemy is also not responsible for any missing accessories.  Make sure you write the RMA number on three sides of the box and place the cut out portion of the confirmation e-mail prominently on your return package.  Failure to do so may cause your package to be refused or delay the RMA process.  Ship the product to:

Natalchemy Inc.

3801 Charter Park Court

Suite E

San Jose, CA 95136

The RMA number is valid for only 15 days.  If  Natalchemy does not receive the RMA goods within 15 days, the RMA number will be voided.  Natalchemy  is not responsible for any packages lost during shipping and we highly recommend you use a shipper that offers tracking services.  The customer  will not be charged for shipping of replacement products. 

Prepaid Return:

If  Natalchemy sends a UPS Prepaid return label attach this to your returns packages. The packages can be given to any UPS service provider, or dropped off at any UPS Drop Box or other locations that accept UPS packages for shipment. 

You can also arrange to have returns packages picked up by contacting a UPS Office. You will only receive only one pick up attempt. If you miss the scheduled pickup you may  be required to pay for the return shipping.

Customer Paid Shipping Return:

To return at item, please wrap and box securely and include the original packing slip inside along with the RMA number so we may properly issue your credit.

We suggest that you ship your return by UPS or Fed Ex (as it is insured automatically for up to $100). If you ship through the Post Office, please insure the package as we cannot be held responsible for lost or damaged items.

While it's not necessary, we'd love to know the reason the item didn't work out for you

Wrong Product received ?

If we send you the wrong product, please do not open the product. Call or email us within 3 days and we will issue you a RMA. We will send you a UPS Prepaid return label. Please  send the product back to us and we will send you the correct product.

Damage Claims UPS:
Inspect all packages at the time of acceptance.

Should you receive goods damaged in-transit, carefully verify the extent of damage in the presence of the UPS driver.

You must keep all packing materials and box intact.

Notify Natalchemy and file a damaged package report.

Then call the UPS shipping carrier at (1-800-PICK UPS).

UPS will inspect the damaged package to determine the cause of damage and verify proper packing materials were used (in accordance with the shipping terms). UPS will inspect the package at the receiver's site, or may collect the package for inspection at a UPS facility.

New items will be shipped as soon as damaged items have been returned and verified by Natalchemy.

You must retain the original packing materials until the claim is resolved.

If you discard the damaged goods or its shipping containers / packaging, there can be no refund or credit

Cash Refunds

Cash refunds will only be given with a valid receipt showing the original form of payment for purchase as cash.

Credit Card Refunds

All credit card purchases will be refunded back to the original credit card that was used to make the  purchase. In the event there is no receipt showing credit card used or the credit card is not available, a store credit will be issued to your account.

Check Refunds

All check purchases will be refunded 14 days after the original check has cleared; check refunds will be done in the form of a mail check from our Corporate Office.

Store Credit