Your happiness and peace of mind are at the very heart of everything we do at Natlux. We want you to be completely in love with every treasure you receive. In the rare instance that a piece doesn’t feel right, we’ve made our policies as gentle and clear as possible.
Changes to Your Order
We lovingly begin the creation of your order soon after it is placed. If you need to cancel your order, we can offer a full refund as long as the product has not been shipped or entered our production phase. Unfortunately, once your order has begun its journey to you, we cannot make any changes.
Returns with Grace (If Applicable)
We are honored to have our creations be a part of your life. If a product isn’t quite right, we accept returns within 14 days of your magical delivery.
To be eligible for a return, your item must be in its pristine, unused state and in the original packaging. We simply ask that you provide a receipt or proof of purchase to complete the return process.
A Gentle Note: Due to their intimate and personal nature, and our commitment to absolute purity and hygiene, body products, oils, and other self-care elixirs cannot be returned.
A Gentle Note: Because they are made especially for you, custom or personalized items cannot be returned.
A Gentle Note: Once a live reveal on TikTok or a video reveal has been created for an order, it is not eligible for a refund.
Additionally, all mystery items and specially curated bundles are considered a final sale.
Shipping & Returns
If you are returning an item due to a change of heart, we kindly ask that you cover the return shipping fee. However, if an item is damaged or incorrect due to our oversight, we will of course cover all shipping costs to make it right.
No Restocking Fee: We believe in a process of grace, and you will never be charged a restocking fee.To ensure your treasure is sent to the right place, please reach out to our Customer Care team at info@natluxco.com to confirm the return address.
Receiving Your Refund
Once we receive and thoughtfully inspect your returned treasure, we will send you an email to let you know. We’ll also notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will be applied to your original method of payment. Please allow a certain number of days for this to be completed.If you are awaiting a refund and a few days have passed, we offer these gentle reminders:Check your bank or credit card account again, as sometimes it can take a few days to post.If you’ve done this and still haven’t received your refund, please contact us at info@natluxco.com, and our team will be honored to assist you.