Refund policy
The TLDR
We don't accept change of mind returns or refunds. NattyPLUS supplements are consumable and once it has left our facility we can no longer guarantee it is safe to sell to anyone else, thus any returned stock must be destroyed.
What we do offer is fast, no-argument replacements if your order arrives damaged, defective, incorrect, or doesn't arrive at all.
For anything at all to do with your order, email support@nattyplus.com with your order number and we'll take it from there.
Why we don't accept change of mind returns
This isn't about being difficult or greedy, it is a safety issue.
Every product we sell is ingested. The moment an order leaves our facility, we lose visibility over how it has been stored and handled. A tub can spend an afternoon in a hot car, sit in direct sun on a doorstep, or live in a humid garage for a fortnight. Heat and moisture degrade active ingredients and can compromise a product even where the packaging still looks perfect from the outside.
An intact factory seal is not proof of anything on its own. Seals can be re-applied. Powders can be decanted, topped up, or substituted in ways that leave no visible trace. We have no way to verify what has happened to a product between our warehouse and its return to us.
So the position is simple: if a product comes back to us, we cannot verify it, and if we cannot verify it, we will never put it back into circulation for another customer. It gets destroyed. Accepting change of mind returns would mean either eating that loss on every single return, or quietly restocking product we can't vouch for. We're not willing to do the second one, and we'd rather be upfront about the first than pretend we have a policy we don't actually honour.
Please choose carefully before ordering. If you have any questions about the supplements, dosing, ingredients, or whether a product suits what you're doing, email support@nattyplus.com before you buy. We'd much rather answer questions up front than have you stuck with something that isn't right for you.
Cancelling an order
If you change your mind after placing an order, email support@nattyplus.com immediately with your order number and the subject line "Cancellation Request".
We can't give you a fixed cancellation window, because we always aim to fulfil our orders as soon as possible. Whether we can cancel depends entirely on where your order sits in the fulfilment process at the moment we read your email:
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If your order hasn't been picked, packed and dispatched yet, we can usually cancel it and refund you in full.
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If your order has already been fulfilled and handed to the courier, we can't recall it. At that point cancellation is no longer possible and the order stands.
Orders often move through fulfilment quickly, sometimes within a few hours of being placed, so the sooner you contact us the better your chances. Please email us rather than messaging us on social media, as email is the only channel we monitor for order changes.
Damaged, defective, incorrect, or missing orders
Inspect your order as soon as it arrives. If there's a problem, contact support@nattyplus.com as soon as possible, ideally within 7 days of delivery, and include:
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Your order number
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A short description of the problem
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Photos of the product, the outer packaging, and the batch (located on bottom of the bottle) and expiry details printed on the item
This applies to products that arrive damaged in transit, products with a manufacturing or packaging fault, receiving the wrong item, a missing item from your order, or an order that hasn't arrived within the expected delivery window.
In almost all cases we'll arrange a replacement straight away, and in most cases you won't need to send anything back to us. If we do need the item returned, we'll cover the cost and send you instructions. Please don't post anything back to us before contacting us first, as we can't process or accept unannounced returns.
Where a replacement isn't available, we'll refund you in full, including any shipping you paid on that item.
How refunds are processed
Where a refund is approved, we process it back to your original payment method within 5 business days. Your bank or card issuer may take additional time to post it to your account, which is outside our control. If more than 10 business days have passed since we confirmed your refund and you still haven't seen it, email support@nattyplus.com and we'll chase it up.
Getting in touch
Include your order number in every email. It's the fastest way for us to find you and fix the problem.
NattyPLUS Pty Ltd