I. Product Inspection Period
With the exception of products such as perishable goods, food items with a short shelf life (nearing expiration at the time of return/cancellation), customized products, current newspapers, periodicals or magazines, unsealed audio/video products or computer software, game point cards, other point cards, and opened personal hygiene products—which, according to the "Applicable Standards for Reasonable Exceptions to the Right of Rescission in Distance Sales," are not eligible for the 7-day inspection period—you will have a 7-day product inspection period (including holidays) starting from the day you receive the product.
If you need to return a product, please contact our customer service within 7 days of receipt and provide the following information: "Name," "Order Number," "Contact Phone Number," "Product Name for Return," and "Reason for Return with Photos." Our customer service team will assist you with the return or exchange process upon receiving your request.
Customer Service Email: marketing@naturalia-group.com
Customer Service Hotline: 2345 6488
II. Return Instructions
Returned products must be unused and free from stains or damage not caused by human factors. The 7-day inspection period under the Consumer Protection Act is intended for your consideration and to confirm whether the product meets your needs; it is not a trial period. Unless otherwise indicated by our store, please keep the original packaging intact (including the outer shipping box). Returns will not be accepted otherwise.
Returns cannot be accepted under the following circumstances:
Exceeding the 7-day product inspection period.
The product has been unsealed or used, or shows damage due to human factors, such as stains, malfunction, breakage, wear, scratches, scuffs, or soiling.
The packaging of the returned product is damaged or incomplete, or the invoice or accessories are missing.
Malicious or bulk returns.
III. Return Process
1. Contact Customer Service: Submit a request via the customer service email or hotline.
2. Return Approval: A customer service representative will review your return request.
3. Prepare the Complete Product and Invoice: Repackage the product in its original packaging, including the invoice and all accessories.
4. Provide Pickup Information: Provide the customer service representative with a convenient pickup time, your contact information, and address for the return collection.
5. Logistics Pickup: We will arrange for our partnered logistics provider to collect the returned product.
IV. Refund Instructions
Credit Card Payments: After the return is successfully confirmed, the refund will be credited directly to the original credit card account used for payment.
Cash on Delivery Payments: After the return is successfully confirmed, the refund will be transferred to the bank account you provide.
V. Exchange Instructions
Products to be exchanged must be unused and free from stains or damage not caused by human factors. Unless otherwise indicated by our store, please keep the original packaging intact (including the outer shipping box). Exchanges will not be accepted otherwise.
Exchange Process
When you and Naturalia Group mutually agree to proceed with an exchange, please process a return for the original order and place a new order on our website for the desired product. We will only issue an invoice and collect or refund the price difference. If there is no price difference, no further action is required.
