Refund policy

At Nau Naturals Lab, customer satisfaction, product authenticity, and hygiene safety are our highest priorities. We are committed to delivering premium-quality skincare, wellness, and beauty products with a smooth and trusted shopping experience.

Please read our Return & Refund Policy carefully before placing your order.

1. Return Eligibility

We gladly accept returns or replacements under the following conditions:

  • You received a damaged, defective, leaked, or expired product
  • You received the wrong item
  • Your order is incomplete or missing items
  • The product is unused, unopened, sealed, and in original packaging

To qualify for a return:

  • The request must be submitted within 48 hours of delivery
  • Proof of purchase (Order ID or invoice) is required
  • Clear photos/videos of the product and packaging must be provided

2. Non-Returnable Items

For hygiene, safety, and quality assurance reasons, the following items cannot be returned or exchanged:

  • Opened or used skincare, cosmetics, or wellness products
  • Products with broken seals or damaged packaging
  • Sale, discounted, promotional, or clearance items
  • Free gifts or promotional items
  • Personalized or custom-made products

3. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, leaked, or incorrect:

  1. Contact our support team within 48 hours of delivery
  2. Share:
    • Order number
    • Product photos/videos
    • Brief explanation of the issue

Once verified, we will offer one of the following:

  • Free replacement
  • Store credit
  • Full refund (if replacement is unavailable)

In approved cases, return shipping charges will be covered by Nau Naturals Lab.

4. Refund Process

After your returned item is received and inspected:

  • You will receive a confirmation via email or WhatsApp
  • Approved refunds are processed within 5–10 business days
  • Refunds are issued through:
    • Original payment method
    • Bank transfer
    • Store wallet/store credit

Please note:

  • Shipping charges are non-refundable unless the error occurred from our side
  • Refund processing times may vary depending on your bank or payment provider

5. Exchange Policy

We offer exchanges only for:

  • Damaged products
  • Wrong items received
  • Manufacturing defects

Exchange requests must meet all return eligibility conditions.

6. Order Cancellation

Orders may be cancelled only before dispatch.

Once an order has been shipped, it cannot be cancelled.

To request cancellation, contact our support team immediately after placing your order.

7. Return Shipping Guidelines

Customers must securely pack returned items to avoid transit damage.

Returns sent without prior approval may not be accepted.

Nau Naturals Lab reserves the right to reject returns that do not meet policy requirements.

8. Allergic Reactions & Skin Sensitivity

We strongly recommend performing a patch test before using any skincare or cosmetic product.

As every skin type is unique, we cannot guarantee individual results and are not responsible for allergic reactions, misuse, or incompatibility unless the product is proven defective.

9. Fraud Prevention

For security purposes, suspicious claims or excessive return requests may require additional verification.

We reserve the right to refuse returns or refunds in cases of policy abuse.

10. Contact Us

For all return, refund, or exchange requests, please contact:

Customer Support Team
📧 Email: naunaturalslab@gmail.com
📱 WhatsApp: +92 310 6322936
🕒 Support Hours: Monday – Saturday | 10 AM – 7 PM

By placing an order with Nau Naturals Lab, you agree to this Return & Refund Policy.

We continuously strive to provide a premium, transparent, and trusted shopping experience for every customer