RETURN POLICY
RETURN POLICY
REFUND POLICY
We uphold a firm No Refund Policy for Canada and the United States, subject to applicable consumer protection laws and the exceptions outlined below for damaged, defective or incorrect products.
Our formulations are designed to support long-term hair and scalp health using carefully selected ingredients. Transitioning to a new haircare routine can require patience, consistency and adjustment.
Individual results will vary. Hair and scalp response can be influenced by many factors, and results cannot be guaranteed.
Our products are also handcrafted in small batches to maintain freshness and quality. Due to the personal-care and perishable nature of our products, returned products generally cannot be restocked or resold.
For these reasons, we do not accept returns or provide refunds simply because a product did not produce a customer's desired or expected result.
This policy does not affect any statutory consumer rights that may apply in your jurisdiction.
ORDER CANCELLATIONS
Orders may be cancelled within 1 hour of placement, provided the order has not already been processed or shipped.
Cancellation requests must be submitted 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 an order solely because a discount code was not applied at checkout. Discount codes cannot be applied retroactively after an order has been placed.
ORDER CHANGES
If you need to change or add products to an existing order, please contact us as soon as possible at support@theinnatelife.co with your order number and requested changes.
If your order has not yet been processed or shipped, we will do our best to accommodate your request.
Changes are not guaranteed once an order has entered processing.
Any additional product costs, shipping charges, taxes or applicable tariffs resulting from an order change must be paid before the updated order can be shipped.
DAMAGED OR DEFECTIVE PRODUCTS
If your order arrives damaged or defective, please contact us within 3 days of delivery.
Please email support@theinnatelife.co and include:
- Your order number
- A description of the issue
- Clear photographs of the damaged or defective product
- Photographs of the shipping packaging, when applicable
Please retain the affected product and packaging until your claim has been reviewed.
Claims submitted without sufficient supporting photographs or information may not be processed.
Once reviewed, our team will provide an appropriate resolution.
Products damaged through normal use, misuse, improper storage or handling after delivery are not eligible for a refund, replacement or exchange.
The Innate Life is not responsible for damage caused by third-party freight forwarding services. Customers using these services assume responsibility for the handling and repackaging of their order after delivery to the forwarding company.
INCORRECT OR MISSING PRODUCTS
If you receive an incorrect product or believe an item is missing from your order, please contact us as soon as possible.
Email support@theinnatelife.co with:
- Your order number
- A description of the issue
- A clear photograph of the products received, when applicable
Our team will review the order and provide an appropriate resolution.
EXCHANGES
We offer exchanges for eligible unopened and unused products only.
Products must be returned in their original, sealed packaging and in resalable condition.
Customers are responsible for all applicable return and exchange shipping costs unless the product received was damaged, defective or incorrect.
Please contact support@theinnatelife.co before returning a product. Products returned without prior authorization may not be accepted.
OPENED OR USED PRODUCTS
For health, hygiene and product integrity reasons, opened or used personal-care products are not eligible for return or exchange unless the product arrived damaged or defective.
We cannot accept a return because a customer does not like the scent, texture, consistency or results of a product after it has been opened and used.
Individual results and product preferences vary and are not grounds for a refund.
REFUSED INTERNATIONAL SHIPMENTS
International customers are responsible for any applicable duties, VAT, taxes or other import charges imposed by their destination country.
If you choose not to pay these charges and refuse your shipment, the carrier may return the package to The Innate Life.
A refund cannot be issued while the package is being held by customs or is in return transit.
Once the package has been successfully returned and received at our facility, we will process the eligible refund.
The following amounts will be deducted from the refund:
- The original shipping charge
- Any return shipping charges or carrier fees incurred to return the package to us
The remaining eligible balance will be refunded to the original payment method.
International return-to-sender shipments may take several weeks to arrive back at our facility due to carrier and customs processing.
RETURNED-TO-SENDER PACKAGES
Packages may be returned to The Innate Life for reasons including:
- Incorrect or incomplete shipping information
- Failure to collect a package
- Unsuccessful delivery attempts
- Refusal of delivery
- Refusal to pay applicable import charges
- The recipient no longer residing at the shipping address
If a package is returned to us for circumstances outside of The Innate Life's control, the package must first be received at our facility before a refund or re-shipment can be processed.
Original shipping charges and any applicable return shipping or carrier charges are non-refundable and may be deducted from the eligible refund.
If the customer requests re-shipment, any applicable additional shipping charges must be paid before the package can be shipped again.
Please refer to our Shipping & Handling Policy for additional information regarding returned shipments.
UNITED KINGDOM CUSTOMERS
For customers located in the United Kingdom, your statutory rights are protected under applicable UK consumer protection legislation.
The provisions below apply notwithstanding the general return and refund provisions above.
Cancellation Before Dispatch
UK customers may cancel an order before it has been dispatched for a full refund.
Please contact support@theinnatelife.co as soon as possible with your order number.
Statutory Right to Cancel After Delivery
You generally have the right to cancel an eligible online purchase within 14 days after receiving the goods, subject to applicable exceptions.
To exercise this right, you must notify us of your decision to cancel within the applicable cancellation period.
Nothing in this policy affects your statutory rights regarding goods that are faulty, misdescribed or otherwise do not conform to applicable consumer protection requirements.
Hygiene & Sealed Product Exception
The statutory cancellation right may not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons once they have been unsealed after delivery.
Accordingly, personal-care products must remain unused, unopened and in their original sealed packaging to qualify for a change-of-mind return where this exception applies.
Once an applicable hygiene-sealed product has been opened or unsealed, it may no longer qualify for cancellation on a change-of-mind basis.
This does not affect your statutory rights if a product is faulty or not as described.
UK Returns & Refunds
Unless the goods are faulty, not as described or sent in error, customers are responsible for applicable return shipping costs.
Returned products must be unused, unopened and in their original sealed packaging where required to qualify for a return.
Refunds will be processed in accordance with applicable UK statutory requirements.
How to Return an Item — UK
To initiate an eligible return:
- Contact support@theinnatelife.co within the applicable cancellation period and include your order number and confirmation that you wish to cancel.
- Wait for our team to provide return instructions before sending the product.
- Return the eligible product within the required statutory timeframe.
- Ensure the product remains unused, unopened and in its original sealed packaging where applicable.
- We recommend using a trackable shipping service, as you are responsible for ensuring the return reaches us.
- Your refund will be processed in accordance with applicable statutory requirements.
EUROPEAN UNION & OTHER JURISDICTIONS
Customers located outside Canada and the United States may have statutory cancellation, return, refund or warranty rights under the consumer protection laws applicable in their jurisdiction.
Where mandatory consumer protection laws provide rights that differ from this policy, those statutory rights will apply and are not affected by this policy.
Please contact support@theinnatelife.co if you wish to exercise a statutory right applicable in your country.
REFUND PROCESSING
When a refund has been approved and processed by The Innate Life, it will be issued to the original payment method used to place the order.
Please allow approximately 3–5 business days for the refund to appear on your account after it has been processed. Actual processing times may vary depending on your bank or payment provider.
Shipping charges and return shipping charges are non-refundable except where otherwise required by applicable law or where the return resulted from an error by The Innate Life.
QUESTIONS ABOUT A RETURN?
Please contact:
Include your order number and any relevant photographs or information so our customer service team can assist you as efficiently as possible.