Returns Policy

How do I return a product?

  1. Inform us within 7 calendar days from delivery date, that there is a product default or quality issue and email us a photo of the issue on queries@natassiar1.com.
  2. If we are not informed within 7 calendar days from delivery that you want a return, you will not be legible for a product return or exchange.
  • Customer needs a valid product issue/defect reason for return.
  • Only defective goods or incorrectly shipped products will be refunded.
  • Customer will be liable for the return shipping costs
  • Proof of purchase is required when submitting a request. 
  1. Prepare the return parcel
    Pack the product in its original packaging (this is mandatory otherwise return will not be accepted by supplier) and into a shipping box or other packaging to protect the products during transit.

Please include the order reference (the order number at the top of your email) in or on the outside of the parcel so that we can easily identify your return and MARK AS RETURN on box with your contact details.

  1. Courier collection
    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
  1. Exchange or replacement / account credited
    Once your returned product has been validated by Natassiar1’s quality team, your account will be credited, unless you have requested a replacement or a refund. The validation process takes 10 business days in terms of confirming the product quality issue with supplier. Shipping of replacement product will happen within 5 business days after validation approval process.

Once your Natassiar1 account has been credited, you can use the credit towards other purchase on the website. Alternatively, once you have received confirmation that your account has been credited, you can request a refund instead of the credit. The refund and credit process can take an additional 3-5 business days once quality process has been completed with supplier.

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card or payment by EFT.

If you’re returning a sale product, the reduced price paid at the time of the transaction will be refunded back to you.

 

Please note GIFT CARDS are NON-REFUNDABLE.

 

How long does it take to process my return?

In general, once we have received the returned product, your return request will be processed within 10 business days. Once your returned product has been validated, your account will be credited, unless you requested a replacement or refund.

However, for products that fall within the extended supplier’s warranty, the process can take up to 21 days. For refunds, please note that your bank can take additional 3-5 business days to clear the funds back into your bank account.

 

How do I know if you received my return?

You will receive an email notification once your return has been received at our warehouse.

 

What are the options available for a return?

The available options are dependent on the reason for the return, and include the following:

  • Credit my account – The amount is credited to your Natassiar1 account.
  • Replace this product – If you have received a product in a defective or damaged condition, you may request a replacement product, if it is available.
  • Refund – Once you have received confirmation that your account has been credited, you can request a refund instead of the account credit. Please note that we only refund to the payment method that you originally used– i.e. payment by credit card will be refunded to the same credit card, payment by EFT will be refunded to your nominated bank account

 

What if I received a damaged product?

If you notify us within 7 calendar days from delivery date of your goods, you can return it to us and, if stock is available, we will do our best to immediately arrange a replacement. If your return request falls within this policy and is deemed eligible for a return, we will:

  • replace the correct product to you (if the correct product is available) or;
  • credit your account with the purchase price of the product or;
  • refund you with the purchase price of the product.

  

If I receive the wrong product, what should I do?

If a product is not what you ordered, you can return it to us at no charge, provided that:

  • you request a return within 7 calendar days of receiving your order
  • it is undamaged and unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact
  • it is not missing any accessories or parts;
  • it is not one of these products:
    • a digital product such as an eBook, electronic voucher, gaming code or other digital download;
    • an audio or video recording or computer software that has been unsealed;
    • a newspaper, periodical or magazine;
    • a foodstuff, beverage or other product intended for everyday consumption;
    • a nursing or maternity product that has been unsealed, including (but not limited to) breast pumps, bottles, formula, maternity underwear, nappies and wipes;
    • a beauty product or fragrance that has been used;
    • a product which has been personalised for you or made to your specifications.

If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:

  • deliver the correct product to you (if the correct product is available) or;
  • credit your account with the purchase price of the product or;
  • refund you with the purchase price of the product.

Can I return a product without accessories?

Unfortunately not – the complete product has to be returned. This means that if a TV remote is not working, the TV needs to be returned as well, as it would need to be tested with the remote once fixed.