Refund policy

Last updated: 16 October 2026

At Wot Natural, we care deeply about your experience and the quality of our products. We stand behind every order, but we know that sometimes things don’t go as expected. That’s why we offer a clear and fair refund process.

This policy does not affect your legal rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For advice about your legal rights, contact Citizens Advice or your local Trading Standards office.

Your Right to Cancel (14 Days)

You have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

How to cancel
To cancel, tell us within the 14-day period by emailing support@wotnatural.com with your name, order number and a clear statement that you wish to cancel. We will confirm your cancellation by email.

Returning your order
Once you have told us you are cancelling, you must return the goods within 14 days. We will email you the return address. You pay the cost of returning the goods unless they are faulty or not as described.

Your refund
We will refund the price you paid, including standard delivery charges, within 14 days of receiving the goods back or receiving proof that you have sent them, whichever is earlier. If you chose a more expensive delivery option than our standard one, we only have to refund the cost of standard delivery. Refunds are made to your original payment method, and we will not charge you a fee.

We may reduce your refund if the value of the goods has gone down because you handled them more than was needed to check them, as you would in a shop.

Exception: sealed products
Many of our products, including our natural oils and beauty items, are sealed for health and hygiene reasons. Under UK law, the 14-day right to cancel does not apply to sealed goods that have been unsealed after delivery, because they cannot be resold. This does not affect your rights if a product is faulty or not as described.

Faulty, Damaged or Incorrect Items

Under the Consumer Rights Act 2015, the goods we sell must be as described, fit for purpose and of satisfactory quality. If your item is faulty, arrives damaged, or is not what you ordered, you are entitled to the following:

Up to 30 days: a full refund.
Up to 6 months: a repair or replacement. If that is not possible, or does not fix the problem, you’re entitled to a refund in most cases.
Up to 6 years: if the goods do not last a reasonable length of time, you may be entitled to some money back.

This applies whether or not the product has been opened. For faulty, damaged or incorrect items, we will refund the original delivery charge and cover the reasonable cost of returning the item. Please contact us as soon as you notice a problem.

Missing or Lost Orders

Your order is our responsibility until it is delivered to you or to an address or person you nominated. If your order has not arrived, or tracking shows it as delivered but you have not received it, please contact us. We will investigate with the courier and, if the order has been lost, we will send a replacement or give you a full refund. We may ask you to check with neighbours or your chosen safe place first.

When a Refund May Not Apply

Unless an item is faulty, damaged, incorrect or not as described, we do not usually offer refunds for:

Sealed products that have been opened or used, once the 14-day cancellation right no longer applies to them.
Change of mind after the 14-day cancellation period has ended.

Not Satisfied? Let’s Talk.

Even if your order doesn’t fall under any of the situations above, our team is here to help. We look at every case with care and may offer alternatives such as a replacement or a partial refund, depending on the situation.

How to Request a Refund or Return

Please email us at support@wotnatural.com with:

Your order number
A description of the issue, or a statement that you wish to cancel
A photo, if relevant (for example, of a damaged or incorrect item)

We aim to reply within 24 hours and will always do our best to put things right.

Return Address
Please do not send items back without contacting us first. Once your return is approved, we will email you the return address and instructions.