Returns & Refunds Policy
Overview
At FJ Naturals, we want you to be happy with your purchase. If there is an issue with your order, contact our support team to request a return, refund or replacement under the conditions below.
Eligibility for Returns
Please request a return within 7 days of receiving your order. For a change-of-mind return, the product must be unused, unopened, sealed and in its original packaging.
If your item arrived damaged, defective or incorrect, follow the reporting steps below. Packaging opened to identify a problem does not by itself exclude a damage or incorrect-item claim.
Non-Returnable Items
For hygiene and safety reasons, change-of-mind returns are not accepted for:
- Opened or used products.
- Products without their original packaging or intact seals.
- Gifts or samples.
- Items purchased during sales or promotional events.
These exclusions do not apply to an item confirmed to be damaged, defective or incorrect.
How to Request a Return
Contact us at support@fjnaturals.com or through our Contact page and include:
- Your order number and contact details.
- The product name and a brief reason for your request.
- Clear photos of the product and packaging if the item is damaged, defective or incorrect.
Our team will review your request and provide the next steps and return address. Please wait for return instructions before sending any item.
Refund Process
Once we receive and inspect the returned item, we will notify you whether the refund has been approved.
Approved refunds are processed within 5–7 business days, normally to the original payment method. For cash-on-delivery orders, our team will confirm the available refund method with you. Your bank or payment provider may require additional time to display the refund.
Exchange Policy
If you receive a damaged, defective or incorrect product, we can arrange a replacement instead of a refund, subject to availability and your agreement. If a replacement is unavailable, our team will discuss the refund option with you.
Damaged or Incorrect Items
Please report damaged, defective or incorrect items within 48 hours of delivery. Include your order number and clear photos of the item and packaging.
Once the issue is confirmed, we will arrange an appropriate replacement or refund without an additional charge for resolving the affected item.
Important Notes
- Return shipping is the customer’s responsibility for an approved change-of-mind return. If we confirm that an item is damaged, defective or incorrect, our team will arrange the return or collection without an additional return-shipping charge.
- Keep the product and packaging until your request has been reviewed.
- We assess requests against this policy and will explain the outcome.
- This policy does not limit any rights available under applicable consumer law.