At Nature Secret, we aim to ensure that every customer receives their order in perfect condition. To maintain transparency and avoid any inconvenience, we have outlined our return and exchange policy below. By placing an order, you agree to the terms mentioned in this policy.
Important Notice
Customers are strictly advised to record a clear video while opening their parcel upon delivery. This video serves as essential proof in case of any issue with the order and is required to process any return or exchange request.
Return & Exchange Conditions
If you face any issue with your order, it must be reported to our support team within 2 days of delivery. Requests made after this timeframe will not be eligible for return or exchange.
Nature Secret only offers exchanges under specific conditions. Exchanges are applicable if you have received a damaged or broken bottle. Please note that minor leakage is not considered a valid reason for exchange, as such issues may occur during transit through third-party courier services.
In addition, exchange requests may also be accepted if you receive a duplicate order, the wrong product, or an incorrect quantity.
Requirements for Request Submission
To initiate a return or exchange request, you must contact our support team via email at support@naturesecret.pk or through WhatsApp at +92 371 4165937. You will be required to share a clear unboxing video along with proper images of the product. In case of duplicate orders, images of both packages must be provided.
It is mandatory to include a clear image of the shipping label on the parcel. Requests without proper visual proof or incomplete information may not be processed.
Non-Eligibility for Return or Exchange
Requests will not be accepted if they are reported after 2 days of delivery. Cases where the provided images or videos are unclear will also be rejected. For issues related to wrong or duplicate products, the parcel must remain in its original condition, including intact packaging and bubble wrap. Products that have been used or tampered with will not qualify for exchange.
Additionally, requests without a visible shipping label or with incomplete information will be considered invalid.
Process & Resolution
Once your request is submitted with all required details, it may take approximately 10 to 15 working days to complete the process. During this time, the case is reviewed and investigated with the relevant departments, including the courier service, production team, and dispatch department.
After the investigation is completed, Nature Secret will provide a resolution based on the findings, which may include an exchange or appropriate compensation depending on the situation.
Contact Us
If you need assistance or wish to initiate a return or exchange request, you can contact our support team at support@naturesecret.pk or via phone or WhatsApp at +92 371 4165937. Our team will guide you through the process and ensure your concern is handled properly.