Returns, Refunds & Order Issues
At The Natural Route, our skincare products are handcrafted in small batches and intended for personal use. For health, hygiene, and safety reasons, we do not accept returns or exchanges, and all purchases are considered final.
Before placing your order, please take a moment to read the product description, ingredients, and any usage information to make sure the product is right for you.
Ingredients, Allergies & Skin Sensitivities
We provide the full ingredient list for each product so customers can make informed purchasing decisions.
Please review all ingredients carefully before ordering. Because everyone’s skin is different, we cannot guarantee that a particular product will work for every individual or that it will not cause an allergic reaction, irritation, or sensitivity.
We strongly recommend doing a small patch test before applying a product more broadly.
If you experience irritation or an unexpected reaction, stop using the product. Seek medical advice when appropriate.
Handmade Products & Natural Differences
Our products are made by hand in small batches using natural ingredients. Because of this, you may notice slight differences from one batch to another in color, scent, texture, consistency, or overall appearance.
These differences are a normal characteristic of handmade, natural skincare and do not indicate that a product is defective.
Products containing tallow, including tallow balms, as well as body butters, can become softer in warmer temperatures or during shipping. This does not compromise the quality of the product and does not qualify an order for a refund or replacement.
If your product softens or melts, simply place it upright in a cool location and allow it to return to its normal consistency.
Changes or Cancellations to Orders
We begin preparing orders promptly, so once an order has entered processing, we are unable to make changes or cancel it.
This includes requests to:
• Add or remove products
• Combine separate orders
• Change a product
• Add a discount or promotional code
• Change the shipping address
Please double-check your order and shipping information before completing your purchase. The customer is responsible for entering a correct and complete delivery address.
Problems With Your Order
We want your order to arrive safely and correctly. If your package arrives damaged or you receive the wrong item, please email info@thenaturalrouteshop.com within 30 days of delivery.
If your package appears to have been lost during shipping, please contact us within 30 days of the estimated delivery date.
To help us investigate the issue, please provide your order number, explain what happened, and include clear photos when appropriate.
After reviewing your claim, we will determine the best resolution. Replacement products will generally be our first option. Depending on the circumstances, store credit or a refund may be offered at our discretion or where required by applicable law.
Issues reported after the 30-day period will generally not be eligible for resolution unless otherwise required by law.
Packages Returned to Us
If a package is sent back to The Natural Route because the address provided was incorrect or incomplete, the package was refused, or the customer did not claim the shipment, the following options are available:
Reshipment: Pay a $9.95 shipping and handling charge and we will send the order again.
Refund: Receive a refund for the product purchase price, less the original shipping cost and a $20 return-processing fee.
Subscription Orders
You may cancel or make changes to your subscription before the renewal deadline displayed in your account.
Once a subscription order has been processed, we cannot cancel, modify, or accept a return for that order.
Canceling your subscription will prevent future orders from being automatically placed, but it will not cancel an order that has already entered processing.
Items That Cannot Be Returned or Refunded
Except where a refund or return is required by law, the following are not eligible for return or refund:
• Digital products or downloads
• Gift cards
• Products listed as final sale
• Subscription orders that have already been processed
• Products purchased through another retailer or third-party seller
• Products that have been opened, used, altered, or tampered with and do not qualify under our 30-Day Results Promise
Protecting Our Customers & Our Business
The Natural Route reserves the right to decline a refund, replacement, claim, or future purchase when there is reasonable evidence of fraudulent activity, repeated unsupported claims, misuse of this policy, or abusive chargeback activity.
By placing an order with The Natural Route, you confirm that you have reviewed and agree to the terms of this policy.
Questions?
We’re happy to help with questions about an order or this policy.
Email: info@thenaturalrouteshop.com