At My Natural Story, we do our due diligence to check through all the items to ensure that are in accordance to the order list and are in good condition before packing and sealing them in the parcels to be delivered.
In the unfortunate event where you have received a defective/damaged item in your parcel, please do the following:
Take a photo evidence of the defective/damaged item together with the condition of the parcel upon receipt.
Contact us immediately and provide a full description of the defect/damage incurred.
Send us the photo evidence that you have taken.
Do NOT proceed to further unpack/unseal the item or use it in any way.
All requests for return/exchange must be done within 3 (three) working days upon receiving your order. My Natural Story undertakes to investigate all requests received and reserves the right NOT to process any request received after the stipulated period indicated above.
As a general guideline, the following cases may be considered for return/exchange:
Defective or damaged item is rendered unusable or is unable to perform its stipulated function.
Incorrect item sent in accordance to the respective order.
Item has expired
Upon review and for requests that we have accepted and approved, we will proceed to perform either of the following within 7 working days:
Send a replacement for the defective/damaged item to your delivery address; or
Process a refund for the defective/damaged item via the original payment channel used for the order.