Here at Proper Natural we want you to be completely satisfied with every order you receive. If you are not 100% satisfied with your order, our Returns Policy explains what you can do.
Damaged/Faulty Items: If you believe your items have arrived damaged or have been damaged in transit, simply let us know within 48 hours of receiving your order by emailing us at customerservices@propernatural.co.uk and we will be happy to replace it or refund the amount for the item once it has been received back to us. If you need to return any damaged goods, we will be happy to refund all delivery charges incurred by you (both for its initial delivery and for the cost of you returning it to us). In all other circumstances where Proper Natural is not at fault, delivery costs will be your responsibility.
Incorrect Items: If you have received incorrect items, simply let us know within 48 hours of receiving your order by emailing us at customerservices@propernatural.co.uk. You can simply return the incorrect items back to us and we will be more than happy to send out the correct items as soon as we receive the returns back to us. Should this happen we will reimburse you with the return delivery cost.
Exchange/refund: If you have changed your mind about the products that you have chosen you may return them to us within 14 days of receipt. We will be more than happy to offer you an exchange or, if you wish, a refund, provided that the products are returned complete, unused and with the original packaging. We cannot accept items for a refund or exchange if the goods are not in perfect condition or it is obvious to us that the goods have been used. Return delivery costs for an exchange or refund when you have changed your mind are your responsibility.
Refund processing time: Typically takes 3 working days.
How to return an item to us: If you need to return any items back to us it is advisable to keep your proof of postage as Proper Natural cannot accept any responsibilities for any lost parcels through transit. It is your responsibility to package products appropriately to prevent any/further damage on the way back to us. Please post your returns to:
Customer Service (Returns)
Unit 3,
Moderna Way,
Mytholmroyd,
Hebden Bridge,
HX7 5QQ