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Exchanges & Returns

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Refund and Exchange Policy

At The NATIVES Co.  we have chosen the best quality natural products so that you can be confident in your purchase. However, for extra piece of mind we offer an exchange and returns policy under the terms below. 

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we are no longer able to offer you a refund or exchange.

If you wish to return an unused item please contact us at care@thenativesco.com.au for return authorisation and details of return shipping. 

Proof of purchase if required. All products must be returned in a new and unused state, in perfect condition, with all protective materials and hygiene seals in place. This includes all packaging, accessories and authenticity cards or labelling etc.

We reserve the right not to accept any return if the product shows signs of use or has been tampered or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly. You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.

Our policy does not contravene your rights under Australian Consumer law.

To be eligible for a refund, your item must be unused and in the same condition that you received it. The hygiene seals and original packaging (including any cellophane wrap) must be intact. A refund or store credit equal to the amount paid for the product will be offered at the discretion of The NATIVES Co.. Delivery and return shipping costs are not refundable.

International delivery: Change of mind returns is not available for International orders. Refunds/ returns are only available on international orders where the item supplied is incorrect or a manufacturing fault.

If the item you received is not what you ordered or has a manufacturing fault please contact us at care@thenativesco.com.au within 7 days of delivery.  Please include a detailed description of the issue and photos if possible. Keep ALL the packaging, including the delivery box/ satchel until we have responded to your email.  The NATIVES Co customer service will be in touch within 2 business days to discuss a resolution. A replacement may only be considered where an item is faulty and the product unusable. Items will not be replaced if only the outer packaging has been damaged in transit.

We have made every effort to display the colors of our products that appear on our website as accurately as possible. We also offer colour descriptions in line with manufactures advice. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor’s display of a color will be completely accurate.

Foundation matching Apps – these tools are intended as a guide only. The NATIVES Co assumes no guarantee over the suability of the recommended products. Purchase of foundation remains at the users discretion and opened product is not refundable. We endeavour where possible (depending on brand and product) to provide you a colour sample when foundation is purchased so you can trial prior to opening your purchase. If you would like further assistance with product choice please book a non-obligaiton skin consult. 

The NATIVES Co. assumes not liability or responsibility for missing or damaged deliveries. Please see our shipping policy for full details on damaged deliveries and transit insurance.

While natural ingredients are great for the skin not all products are perfect for every skin type. The NATIVES Co. cannot be held responsible for individual reactions or irritations from a product.  We strongly recommend that you read the ingredients list available on our webpage and the product packaging/leaflet and conduct a patch test, to ensure the ingredients are safe for you. If you are uncertain of any product or its ingredients please contact us at care@thenativesco.com before purchase. 

The majority of reactions occur within 24 hours of first use. If in the rare instance you suffer an allergic reaction to a product, please take a photo of your reaction and discontinue use immediately. A refund or store credit may be provided at The NATIVES Co. discretion, where less than 20% of a product has been used.

We are unforutantely unable to offer return or exchange on any of the following:

i) Gift cards

ii) Sale items. Only regular priced items may be refunded, sale items cannot be refunded

iii) Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

iv) Any item that is returned more than 30 days after delivery

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your product/s. Once the returned item is received, a gift certificate will be emailed to you.  If the items were not shipped directly to you, proof of purchase will be required, and store credit or refund will be available to the purchaser via the original payment method.

For support and returns instructions please contact us at care@thenativesco.com.au. Proof of purchase is required.

Once you have contacted The NATIVES Co. we will send you details for a return address or a return shipping label. Please pack your item carefully so that it reaches us safely.

You will be responsible for paying for your own shipping costs to return your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping maybe deducted from your refund. We don’t guarantee that we will receive your returned item. You should consider using a trackable shipping service or purchasing shipping insurance.

Once your return is received and inspected, we will notify you of the approval or rejection of your refund within 7 days of receiving your item. We reserve the right to refuse a refund if on inspection your item shows signs of use, tampering or damage 

Once approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 48 hours of approval.  There is often some processing time by the banking system before a refund is posted. Funds transfer can take between 2-7 business days to process, The NATIVES Co. has no control over bank processing times. If 9 business days has past since your refund was approved and you haven’t received the funds, first check your bank account, then contact your bank. If you’ve done all of this and you still have not received your refund, please contact us at care@thenativesco.com.au

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