RETURN POLICY

1. Order Cancellation

We accept order cancellations under the following conditions:

Unpaid Orders
If your order has not been paid for yet, you may cancel the order directly or contact us for assistance.

Paid Orders
Paid orders can be canceled within 48 hours of placement for a full refund. Once an order has been processed or shipped, it can no longer be canceled.

To cancel a paid order, please contact us as soon as possible at:
Email: service@naturalture.com

2. Return & Exchange Policy

We offer a 30-day return and exchange policy from the date you receive your floor mats.

Return Eligibility
To qualify for a return:

  • The item must be unused and in original condition.

  • It must be returned in original packaging.

  • Return requests must be submitted within 30 days of delivery.

  • Proof of purchase is required.

Items returned without prior approval will not be accepted.

3. How to Request a Return or Exchange

Please email service@naturalture.com with the following information:

  • Order number

  • Item(s) to be returned

  • Reason for return

  • Clear photos or videos (if damaged or defective)

Once approved, we will provide the return address. Please send the item within 7 days after approval and include the tracking number.

4. Return Shipping Costs

Customer Responsibility:
If the return is due to personal reasons (e.g., change of mind or wrong item selection), the customer is responsible for return shipping costs.
Estimated return shipping: $3–$10 per item, depending on size and location.

Merchant Responsibility:
If the item is defective, damaged, or incorrect, we will cover all return shipping costs and provide a replacement or full refund.

5. Refund Process

Once we receive and inspect the returned item:

  • Refunds will be issued to the original payment method within 5 business days after approval.

  • A confirmation email will be sent once the refund has been processed.

  • Actual processing times may vary depending on your bank or payment provider.

Refund Deductions

Partial refunds may apply if:

  • The item is returned damaged due to misuse or improper handling.

  • The item shows signs of excessive wear, stains, or alterations.

  • Original packaging, tags, or included accessories are missing.

6. Late or Missing Refunds

If you have not received your refund yet:

  1. Check your bank account again.

  2. Contact your credit card company, as processing times may vary.

  3. Contact your bank, as refunds may take several business days to appear.

If you have completed these steps and still have not received your refund, please contact our customer support team for assistance.

7. Contact Us

For all return, exchange, or refund inquiries, please contact us:

📞 Phone: +852 2407 1512

✉️ Email: service@naturalture.com

📍 Address:Unit 3-7, 21/F, Sunwise Industrial Building,16-26 Wang Wo Tsai Street,Tsuen Wan, NT, Hong Kong