📋 What This Policy Covers
Return Eligibility
We want every customer to feel confident purchasing from The Nature Hill. The following conditions determine whether an order is eligible for a return or resolution:
Eligible for return or resolution:
Not eligible for return:
How the Return Process Works
We keep the process simple and personal. Every return starts with a conversation, and we will guide you through the best solution from there.
Contact Us First, Before Sending Anything Back
Reach out to us via WhatsApp at +234 816 891 2959 or email us at [email protected]. Describe your issue clearly. Do not return the product before speaking with our team, unauthorised returns cannot be processed.
Provide Your Order Details
Share your order number, the name of the product, and photos or documentation of the issue where applicable. This helps us review your case quickly and accurately.
We Review Your Case Personally
Our team reviews every return request individually. We do not apply a one-size-fits-all policy. We take into account your location, the nature of the issue, and the best possible outcome for your situation.
We Advise the Best Solution
Once we have reviewed your case, we will advise the most appropriate resolution, whether that is a replacement, a refund, a store credit, or another outcome suited to your specific situation. We will also guide you through any return shipping steps if a physical return is required.
Resolution Is Implemented
Once the agreed solution is confirmed, we carry it out promptly. Replacements are dispatched as quickly as possible. Refunds are processed within 5 to 10 business days depending on your payment method and location.
Resolution Options
Once you reach out to us, we will guide you through the best solution based on your location, shipping distance, and the nature of your issue. Depending on the circumstances, options may include:
📦 Replacement
We dispatch a replacement product at no additional cost. This is typically our preferred resolution for damaged, defective, or incorrectly sent items.
💵 Refund
A full or partial refund to your original payment method. Refunds are processed within 5 to 10 business days after confirmation. Shipping costs are non-refundable unless the error was ours.
🎁 Store Credit
Credit applied to your account for use against a future order. Store credit does not expire and can be used on any product on our website.
💬 Wellness Resolution
In some cases, our wellness team may offer a personalised consultation, a product swap, or a protocol adjustment as the most appropriate path forward.
The resolution offered is determined by the nature and circumstances of your specific case. We are committed to finding the fairest and most practical outcome for you.
Important Notes
Return Window
Return requests must be initiated within 14 days of confirmed delivery. Requests submitted after this window may not be eligible for resolution. Please inspect your order upon receipt and contact us immediately if there is an issue.
Return Shipping
Where a physical return is required, we will advise you on the most practical return method based on your location. For international orders, return shipping costs are typically the responsibility of the customer unless the return is due to our error. We will always advise clearly on this before you send anything back.
Opened Products
For health and safety reasons, opened or partially used products cannot be returned. This is consistent with standard practice across the supplement and wellness industry globally. If you have concerns about a product before opening it, please contact us first.
No Unauthorised Returns
Please do not return any product without first contacting us and receiving written confirmation from our team that the return has been authorised. Unauthorised returns cannot be accepted or processed, and we may be unable to issue a resolution for items returned without prior approval.
Damaged, Defective, or Missing Orders
If your order arrives damaged, with a defective product, or with items missing from the package, please contact us within 48 hours of delivery. Send us:
- Your order number
- A clear photo of the damaged or defective product
- A photo of the packaging as received (where relevant)
- A brief description of what is missing or wrong
We will prioritise your case and arrange a replacement or refund as quickly as possible at no additional cost to you.
For missing items, please double-check the full contents of your package before contacting us. Some kits contain multiple components that may be packaged together.
International Orders
We serve customers worldwide and understand that international returns require additional care and coordination. If you are contacting us from outside Nigeria regarding a return, please note:
- We will assess your case individually and find the most practical resolution given your location
- Where a physical return is required, we will advise clearly on the most cost-effective and reliable method
- In many international cases, we may offer a replacement or store credit rather than requiring the physical product to be returned, to avoid the cost and complexity of international shipping
- Import duties, taxes, or customs fees paid on your original order are non-refundable as these are levied by your country’s customs authority and are outside our control
Contact Us About a Return
Our team handles every return personally. Please reach out through any of the channels below and we will respond promptly, clearly, and fairly. Remember: contact us before sending anything back.
Address
Ikeja, Lagos, NigeriaThe Nature Hill Naturopathic Solutions Ltd
Before You Request a Return, Try This First
Many issues can be resolved quickly without a return. Our wellness team is here to help:
Disclaimer: This Return Policy is subject to change. The Nature Hill reserves the right to update this policy at any time. The version in effect at the time of your purchase will apply to your order. Information provided on this website is for educational purposes only and is not a substitute for professional medical advice. Always consult a qualified healthcare professional before making any health decisions.
Have a Question About Your Order?
Our team handles every case personally and fairly. Reach out before returning anything, we will find the best solution together.
© 2026 The Nature Hill Naturopathic Solutions Ltd. All rights reserved.
