Refund policy

We hope you love your purchase from Ô Naturel Boutique, but if something isn’t quite right, we’re here to help.

We accept returns and exchanges within 7 days of receiving your order, provided the item is unopened, unused, and in its original, undamaged packaging (including any seals or protective films). For hygiene and safety reasons, we cannot accept returns for products that have been opened or used.

 

How To Request a Return or Exchange
Please email us at hello@onaturelboutique.com within 7 days of receiving your order, including:

• Your order number

• The item(s) you’d like to return or exchange

• The reason for the return

• Clear photos if the item arrived incorrect or damaged 

All returns must be pre-approved by our team before collection can be arranged.

 

Return Process 
Once your return is approved, our delivery partner will contact you to schedule a convenient pickup time. Please ensure the item is returned in suitable protective packaging to prevent damage in transit.

Please note that we cannot accept:

• Items returned without prior approval

• Opened or used products

• Items purchased on sale, gift cards or during a promotional event (unless faulty)

If you have any questions, feel free to reach out to us at hello@onaturelboutique.com.

 

Return Shipping Costs

• If the return is due to a faulty, damaged, or incorrect product, we will cover the return shipping cost.

• If the return is due to a change of mind, the return shipping cost will be at your expense.

• Original shipping charges are non-refundable.

 

What We Cannot Accept
We are unable to accept returns for:

• Items returned without prior approval

• Opened or used products

• Sale items, gift cards, or promotional purchases (unless faulty)

 

Product Quality Issues (Opened Items)
If you notice a quality concern after opening a product please email us at hello@onaturelboutique.com within 48 hours of receiving your order, including:

• Your order number

• Description of the issue

• Clear photos or videos of the product

These issues will be reviewed by our team and, depending on the situation, may qualify for a refund, exchange, or credit.

Please retain the original packaging when reporting an issue, as it helps us evaluate the product and process any return smoothly.

 

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so we can resolve the issue promptly.

 

Exchanges
The fastest way to ensure you get the item you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days (excluding any original shipping charges). Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@onaturelboutique.com.