Our Returns Policy (Returns Policy) applies to all purchases made on our Website. When on our Website you agree to comply with all Terms when accessing or using our Services, including this Returns Policy.
Undies and face masks are probably the two types of apparel that, we can all agree, don't really work in a try-before-you-buy scenario. Surely, we all sleep better at night knowing our delicates haven’t been getting intimate with anyone else’s bits before we wear them!
So, what’s the dealio when it comes to returns and exchanges for underwear? Well, when it comes to complying with Australian Consumer Law, we of course offer replacements/refunds for faulty garments. However returns and exchanges will not be provided on the following types of merchandise, except in accordance with Australian Consumer Law:
- All underwear briefs
- Items marked as ‘final sale’ or any 'sale item' can’t be returned or exchanged unless they are faulty;
Change of Mind
We’d actually much rather you didn’t need or want to return a nat’v product in the first place. So, if you’re feeling a little undecided about cut, colour or size, let’s have a chat before you order and make sure you get your perfect undies from the start - think of all the carbon emissions we’ll save posting knickers back and forth to each other!
We can offer you a store credit or a refund, provided that the request is made using our Returns Portal;
- the request is made within 30 days of purchase;
- that you provide satisfactory proof of purchase (upon request from nat’v basics);
- the merchandise is in saleable condition (that is, the item is unworn or unused, with all original packaging or tags attached and where the products seal is not broken or tampered); and
- the item is not an Excluded Items as specified above.
In the case of a faulty garment, first and foremost, we’re super sorry for letting a rogue pair of substandard undies escape our quality control! Please note, faulty items will be noticed within the first 30 days. After 30 days we will NOT replace the item as we cannot be held responsible for the care of them after they have left our hands. Please follow all care instructions, read more HERE
If within 30 days, please get in touch so we can organise an immediate replacement sent to you free of charge.
Customer Returns and Refunds
If you are returning items you can select from either a refund (to original payment method), or a free return for 100% store credit. Your return will need to be sent back within the 30-day timeframe and meet all other returns requirements. Please note this doesn’t include excluded items as above.
If you are returning for store credit, firstly thank you! As a small business we love that you are giving us another go to wow you. We are so honoured that we’ll cover your shipping costs. So simply book your return through our portal, select store credit, and we’ll send you a free shipping label.
Please note the portal cannot be used for sale items or promotions. Please contact email@example.com to get help with sale items. Shipping expenses on sale items will be at the expense of the customer.
If you are returning for a refund (to the original payment method) you’ll need to pay the $9.95 returns fee through the returns portal and your shipping label will be emailed to you shortly after that via the email address used to place the order.
Please email firstname.lastname@example.org
Promotions and Gift with Purchase
Promotions or gift with purchases, the customer will be responsible for full postage costs incurred.
If you need assistance with anything, please chat with us or email email@example.com
We love a good chat!