RETURN POLICY

REFUND POLICY

We uphold a firm No Refund Policy for Canada and the United States, subject to applicable consumer protection laws in other jurisdictions.

Our formulations are designed to support long-term hair health using natural ingredients. Unlike conventional haircare products that may create a temporary coating on the hair, our products work to restore hair gradually. As a result, an adjustment period should be expected.

• Transitioning to natural haircare requires patience and consistency.
• Results may vary and often require trial and adjustment in terms of usage amount and frequency.
• Our formulations are highly concentrated and free from fillers, meaning a small amount is typically sufficient.

Individual results will vary. Hair response is influenced by several factors beyond product use, including medical history, lifestyle, stress levels, diet, and environmental conditions.

Visible improvements in hair texture and overall health typically require consistent use over time. Customers may begin to notice results within 3–6 months. Consistency is essential; for example, our Scalp Treatment should be applied at least once per week for a minimum of 3–6 months to support visible results.

All of our products are handcrafted in small batches using carefully sourced natural ingredients. This ensures maximum freshness but also results in a shorter shelf life.

• We produce fresh batches every 2–3 weeks rather than manufacturing in bulk.
• Due to the perishable nature of our products, returned items cannot be restocked or resold.
• As a small business, we are unable to absorb return shipping costs.

ORDER CANCELLATIONS

Orders may be cancelled within 1 hour of placement, provided the order has not yet been processed or shipped.

• Cancellation requests must be submitted via email to support@theinnatelife.co and must include your order number.
• Once an order has been processed or shipped, it can no longer be cancelled.
• We are unable to cancel or modify orders due to discount codes not being applied at checkout. Discount codes cannot be applied retroactively once an order has been processed.

DAMAGED OR DEFECTIVE PRODUCTS

If your order arrives damaged or defective, please contact us within 3 days of delivery.

• Email support@theinnatelife.co with your order number and clear images of the damaged product(s) and packaging.
• Claims submitted without supporting images may not be processed.
• Once reviewed, our team will provide an appropriate resolution.

Please note:

• Products damaged after use are not eligible for a refund, replacement, or exchange.
• We are not responsible for damage caused by third-party freight forwarding services (e.g., Aramex, myUS.com). Customers using such services assume responsibility for proper handling and repackaging.

INCORRECT ORDERS

If you have received an incorrect product, please contact us as soon as possible.

• Email support@theinnatelife.co with your order number and an image of the item(s) received.
• Our team will review the request and provide a resolution promptly.

EXCHANGES

We offer exchanges for unopened and unused products only.

• Customers are responsible for all return and exchange shipping costs.
• Items must be returned in their original, sealed packaging and in resalable condition.

UNITED KINGDOM CUSTOMERS

For customers located in the United Kingdom, your statutory rights are protected under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Cancellation before dispatch

Orders may be cancelled at no cost at any time before they have been shipped, for a full refund.

Statutory right to cancel (after delivery)

You have the right to cancel your order within 14 days from the day after you receive your goods (the “cooling-off period”). To exercise this right, you must notify us of your decision to cancel within this 14-day period.

Nothing in this policy affects your statutory rights in relation to faulty, misdescribed, or unfit goods.

Exceptions to the right to cancel

Under Regulation 28 of the Consumer Contracts Regulations, the right to cancel does not apply to:

• Sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.

Accordingly:

• Products must be unused, unopened, and in their original sealed packaging to be eligible for a return.
• Once a product has been opened or unsealed, the right to cancel no longer applies.

Returns and refunds

• Unless goods are faulty, not as described, or sent in error, customers are responsible for return shipping costs.
• Returned items must be received in a resalable condition to qualify for a refund.
  
• Refunds will be issued within 14 days of receiving the returned goods or proof of return, whichever is earlier.

How to Return an Item (UK)

To initiate a return under your statutory cancellation rights:

1. Notify us within 14 days of delivery by contacting support@theinnatelife.co including your order number and confirmation of cancellation.
2. Once your request is acknowledged, return instructions will be provided.
3. Return the item within 14 days of notifying us, ensuring it is unused, unopened, and in its original sealed packaging.
4. We recommend using a trackable shipping service, as we are not responsible for items lost in transit.
5. Your refund will be processed in accordance with statutory timelines once the return is received or proof of return is provided.