Replacement & No-Refund Policy
Last Updated: 28-11-2025
At NatureSkinUSA, we take pride in delivering high-quality skincare products. Since skincare is a personal-use item, we follow a strict no-refund policy. However, we do offer a free replacement only if the product arrives damaged, leaked, broken, or defective during delivery.
This policy outlines how replacements work, what is covered, and how to file a claim.
1. No Refund Policy
We do not provide monetary refunds under any circumstances, including but not limited to:
- Change of mind
- Choosing the wrong item
- Allergic reactions
- Dissatisfaction with scent, texture, or personal experience
- Shipping delays caused by the courier
- Items opened or used
Only replacement is available — and only if the product is damaged upon delivery.
2. Eligibility for Replacement
To qualify for a replacement, the following conditions must be met:
- The product must have arrived damaged, broken, leaked, or defective.
- The damage must be reported within 24 hours of delivery.
- The item must be unused and in its original packaging.
- You must provide your order number and clear photo or video evidence of the damage.
Without proper evidence, we are unable to offer a replacement.
3. How to Request a Replacement
To start a replacement request, email us at contact@natureskinusa.com and include:
- Your full name
- Your order number
- A clear photo or video showing the damage
- A short description of what happened
- A photo of the outer shipping box (if it is damaged)
Our support team will review your request within 1–3 business days.
4. Replacement Approval Process
After you submit your evidence:
- We will evaluate your claim.
- If approved, we will send a replacement unit of the same item at no extra cost.
- You may be required to return the damaged item in certain situations.
- If your request is denied (e.g., used product, submitted late, no evidence), we will notify you with an explanation.
Items returned or shipped back without our approval will not be accepted.
5. Damages and Incorrect Items
Please inspect your order immediately upon delivery. Contact us at contact@natureskinusa.com as soon as you notice:
- A damaged or broken item
- A leaked product
- A defective product
- An item you did not order
This ensures we can evaluate the issue quickly and provide the correct replacement.
6. Items Not Eligible for Replacement
We cannot provide replacements in the following cases:
- Products damaged after delivery
- Items without photo/video proof
- Requests filed after 48 hours of delivery
- Used or opened products
- Wrong items ordered by customer
- Sale items, promotional items, or gift cards
- Allergic reactions or personal sensitivity
- Dissatisfaction with results, fragrance, or texture
- Courier delays or missed deliveries
7. International Orders & Legal Requirements
For countries requiring specific consumer protections (including the European Union’s cooling-off period):
Since our policy allows only replacement for delivery damage, cooling-off period returns are not available for personal-care products that have been opened, unsealed, or used. However, if your item arrives damaged, the same replacement policy applies.
8. Processing Time for Replacements
Once your replacement request is approved:
- We ship the replacement within 3–7 business days.
- You will receive a confirmation email with tracking information.
Please note: Shipping timelines may vary depending on your region and courier availability.
9. Questions
For any questions about replacements or the status of your request, contact us at:
contact@natureskinusa.com
We are always happy to assist you.