RETURN POLICY

ORDER CANCELLATION

Order cancellation must be reported within 1 hour of placing the order (unless it has been shipped). Your order number must be in the body of your e-mail request in order for us to successfully process the cancellation. 

We don't accept cancellations due to discount code not applied to the order. Unfortunately, a discount code can't be applied to an order once it has been processed. 

DAMAGED PRODUCT

If your product(s) arrive damaged, please e-mail us at support@theinnatelife.co with images of the damaged goods and one of our team members will get back to you as soon as possible. Product images must be submitted with the e-mail in order for us to re-send the package. Damaged product(s) must be reported within 3 days of receiving the products (no exceptions). For non-tracked packages, damaged product(s) must be reported within 24 days of order date. 

The Innate Life is not responsible for any damage to the products caused by freight forwarder companies such as Aramex, myUS.com or others. A customer must discuss with the freight forwarder company that our products are packaged in glass containers and must be re-packaged as they were shipped from our facility if they are taken out of the box for inspection. 

WRONG PRODUCT

If you were sent a wrong product, we apologize for the convenience! It can occasionally happen as we process + ship out orders as fast as possible. Please send us an image of product(s) you received at support@theinnatelife.co with your order number. One of our team members will get back to you as soon as possible with a resolution.

REFUND POLICY

We uphold a firm No Refund Policy. Here is why:

1. Using natural products requires an adjustment period. Conventional products add a layer of coating on your hair which takes time to remove; our products need time to work on your hair in order to eliminate this artificial coating.
   a) We are a cleaner alternative to haircare – it takes time to adjust and adapt to this lifestyle. It requires your patience and commitment in order to make these products work for you.
   b) The process requires trial and error. You will need to use the product(s) more than once to correctly determine the amount + frequency needed for it to work with your hair type. You may need to adjust the amount you are using (reducing or increasing it) for better results.
   c) Our formulations are very concentrated and are packed with natural ingredients. Conventional products contain fillers, which is why most customers are accustomed to applying a lot of product. This is not the same for innate hair care products – a little goes a long way since the formulations are incredibly powerful.
   
2. Every individual has different hair types, needs, and goals. What works for one person may not necessarily work for another. Each person will have a unique hair care routine even within the same hair type. How many times have you had a friend with the same hair type recommend a product to you, and it just doesn’t work for you as it does for them? Every person is unique, and so is their hair.
   a) Results depend not only on hair care, but also depend on one’s medical history, lifestyle, stress levels, diet, and environment.
   b) You will not see immediate results from natural products; repairing your hair health from the inside out will not happen overnight. The goal of our products is to improve your hair texture, which requires time to become visually evident. On average, it may take a minimum of 3-6 months to begin seeing results.
   c) Consistency is key. Getting hair growth results requires maintaining consistency with your hair care routine. You must apply our Scalp Treatment at least once a week for 3-6 months before expecting visible results.
   
3. Our natural products are handcrafted, using multiple natural herbs and ingredients that are incredibly difficult to source. We create them in-house and as fresh as possible, resulting in a low shelf life. By the time the natural product(s) is returned to our office, it is no longer fresh and cannot be added back to our inventory.
   a) A large company purchases products in bulk (over 5,000 units) from manufacturers to sit in a warehouse for years. As a small business, we create small batches every 2-3 weeks in order to guarantee the freshness of our formulations when they reach our customers. With this, our dedication to providing the most fresh + effective natural products requires more labour than the average company.
   b) Our small business does not possess the high volume of orders that big brands do. With this, we are unable to factor in the costs of return shipping fees and are unable to offer this to our customers at this time.

We permit exchanges for unopened packages. However, the customer is responsible for the Return + Exchange shipping fees. Please see our Shipping & Handling for more information.