Returns
Naturlax Return Policy
100% Satisfaction Guarantee
At Naturlax, we stand behind the quality of our product and we are committed to providing a 100% satisfaction guarantee. If you are not completely satisfied with your purchase, you may return the product within 30 days of delivery for a refund, in accordance with the guidelines below.
Returns must be initiated within 30 calendar days from the date the order was delivered, as confirmed by the tracking carrier.
We are unable to accept returns or issue refunds for orders more than 30 days past the delivery date.
How to Initiate a Return
To return a product, please follow these steps:
- Contact Us: Email customerservice@naturlax.com or call 714.744.3700 to request a return.
- Return Email: Upon approval, we will send you a Return Email with instructions. The email must be printed and included with your return shipment.
- Package the Item: Securely package the item and include the Return Email.
Refunds
Refunds will be processed to the original payment method within 5–10 business days of receipt of the returned item(s). You will receive an email confirmation once your refund has been completed.
Exchanges
We do not offer direct exchanges. If you would like a different item, please initiate a return for the original product and place a new order.
Condition of Returned Items
We accept returns of both unopened and opened/used products. Opened or used products cannot be returned to inventory and will be responsibly discarded. We accept these returns as part of our 100% satisfaction guarantee.
However, we reserve the right to limit or decline returns in cases where there is evidence of excessive use, misuse, or abuse of the return policy.
Return Shipping and Responsibility
All returns must be shipped using the label we provide.
We recommend retaining a copy of your return tracking number for reference. Naturlax is not responsible for returns lost or damaged in transit where tracking is not available or where items were not properly packaged.
Non-Returnable Items
The following items are not eligible for return or refund:
- Products marked as final sale
Order Cancellations
Orders may be canceled prior to shipment by contacting us as soon as possible. Once an order has shipped, it is no longer eligible for cancellation and must follow the standard return process.
Promotional and Gift Items
If your return was part of a promotion that included a free gift, the gift must also be returned to receive a full refund. If the gift is not returned, the value of the item may be deducted from your refund.
International Orders
International returns are accepted within 30 days of delivery.
- Customers are responsible for all return shipping charges, customs duties, and import fees.
- Refunds will be processed following receipt of returned items.
Damaged or Defective Merchandise
(1) For packages with Route Protection, click here for more information.
(2) For non-Route protected packages:
In the rare event you receive damaged merchandise, please contact Naturlax’s Customer Service Department (714.744.3700) as soon as possible to report the damage. Upon our receipt of the shipment, we are required to file a claim per transportation company procedures.
Please note: The transportation company will require inspection of the packaging and contents. Therefore, all original packaging must be held for inspection. Detailed digital photographs showing the box, packaging materials and said-damage may be acceptable as evidence for claim purposes.
Insured Shipping: USPS and UPS shipments are insured up to $100.00.
We are not responsible for damage to goods caused by inclement weather.
Questions and Support
If you have any questions regarding this policy or need assistance with a return, please contact us:
Email: customerservice@naturlax.com
Phone: 714.744.3700