GENERAL TERMS & POLICY
Natalie's Kitchen Co. may amend these rules as needed, with any updates taking immediate effect upon publication on OUR WEBSITE. Non-acceptance of these terms constitutes an immediate forfeiture of the right to use Natalie's Kitchen Co.'s services. Utilization of Natalie's Kitchen Co.'s services implies acceptance of these rules by all buyers. In the event of a discrepancy, Natalie's Kitchen Co.'s Policy shall prevail.
Buyers must submit return and refund requests within 25 days from the delivery date for after-sales issues. Should a request be filed after this period, Natalie's Kitchen Co. reserves the right to deny any after-sales service.
Prior to requesting an order cancellation, buyers must verify that Natalie's Kitchen Co.'s Return & Refund Policy permits cancellation at the current stage. If allowable, buyers are required to apply for cancellation, subject to Natalie's Kitchen Co.'s consent. Please be aware that while Natalie's Kitchen Co. will attempt to cancel the order with the warehouse, the ability to do so is not guaranteed.
Should Natalie's Kitchen Co. fail to fulfill a buyer’s order within the Order Processing Time specified on Natalie's Kitchen Co.’s product page, due to reasons including but not limited to stock shortage or other unforeseen circumstances, Natalie's Kitchen Co. is obligated to promptly cancel the order and issue a refund.
In the event that the buyer receives damaged or broken goods and substantiates a refund request with compelling evidence, Natalie's Kitchen Co. is obligated to provide a prepaid return label within 3 business days for the return of the damaged or broken items. Natalie's Kitchen Co. should process the refund once the returned goods are marked as “in transit” on the logistics website, using the Natalie's Kitchen Co.-provided prepaid return label.
For “non-defective remorse returns,” Natalie's Kitchen Co. reserves the right to accept or reject such requests in line with its stated policy. Natalie's Kitchen Co. will abide by its published policy in these instances.
Should Natalie's Kitchen Co. agree to an after-sale request for “non-defective remorse returns” and opt to impose a “restocking & repacking fee,” the total fee charged shall not exceed 35% of the order’s total price.
Under conditions that necessitate a refund based on Natalie's Kitchen Co.'s policy, Natalie's Kitchen Co. enforces specific time constraints. Refunds must be issued within no more than 3 business days, and redelivery must be initiated within no more than 5 business days.
Buyers must ensure that goods are returned within 15 calendar days of receiving a return label. Should this deadline not be met, Natalie's Kitchen Co. may exercise the right to withhold the refund.
Upon submitting an after-sales request, the buyer is required to furnish evidence to Natalie's Kitchen Co.. If the buyer fails to provide adequate evidence within the timeframe specified by Natalie's Kitchen Co.'s Return & Refund Policy, Natalie's Kitchen Co. reserves the right to decline the return and/or refund request. The determination of whether the evidence is compelling will be made at Natalie's Kitchen Co.'s discretion.
Buyers are entitled to request a full refund for orders not dispatched within the timeframe indicated on the order page, as per the estimated processing time.
The Return & Refund request is made after the stated processing time.
Natalie's Kitchen Co. will refund the order.
The Return & Refund request is made within the stated processing time.
Upon receipt of a refund request from the buyer, Natalie's Kitchen Co. must act on it — either accept or reject — within three business days. Should Natalie's Kitchen Co. not address the request within this period, Natalie's Kitchen Co. will issue the refund.
Please be aware that even if the order is within the specified processing time, Natalie's Kitchen Co. is still required to process refund requests within the aforementioned three-business-day window.
The Return & Refund request is made after the order has been shipped.
Upon receipt of a refund request from the buyer, Natalie's Kitchen Co. must act on it — either accept or reject — within three business days. Should Natalie's Kitchen Co. not address the request within this period, Natalie's Kitchen Co. will issue the refund.
Please be aware that even if the order is within the specified processing time, Natalie's Kitchen Co. is still required to process refund requests within the aforementioned three-business-day window.
For orders fulfilled by Natalie's Kitchen Co.: If a package is returned to Natalie's Kitchen Co. during transit due to a logistics carrier error and the buyer requests a refund, Natalie's Kitchen Co. is required to process the refund within 3 business days of the refund request. Conversely, if the buyer chooses redelivery, Natalie's Kitchen Co. must begin reshipment within 5 business days of receiving the redelivery request.
Exceptions to this policy, which may preclude Natalie's Kitchen Co.'s obligation to refund or redeliver, include but are not limited to:
• The provision of an incorrect or incomplete address by the buyer.
• The refusal of the buyer’s recipient to accept the goods. This does not apply in instances where the buyer has cancelled the order upon the recipient’s request and Natalie's Kitchen Co. has consented to the refusal of delivery.
For pick-up orders: Natalie's Kitchen Co. bears no responsibility for issues related to logistics.
For orders fulfilled by Natalie's Kitchen Co.: If the package or goods are damaged during transit and the buyer provides proof — such as a screenshot from the logistics website confirming the destruction — Natalie's Kitchen Co. is obligated to process a refund within 3 business days of the refund request. Alternatively, if the buyer requests redelivery, Natalie's Kitchen Co. should initiate the process within 5 business days of the request.
For pick-up orders: Natalie's Kitchen Co. holds no responsibility for any issues related to logistics.
If the buyer enters incorrect recipient information for an order, they should promptly reach out to Natalie's Kitchen Co. via Contact Us to request an update of the order with the correct recipient information.
Please be aware that requests for correcting recipient information or cancelling an order are not guaranteed to be fulfilled.
Should the order have already been dispatched, it is the buyer’s responsibility to contact the logistics company directly to provide accurate information.
If goods are shipped to an incorrect address because the buyer provided wrong information, Natalie's Kitchen Co. has the discretion to determine whether to accept the return of the products and issue a refund. Buyers should confirm with Natalie's Kitchen Co. whether they are willing to accept the return. In cases where Natalie's Kitchen Co. consents to the return, the buyer will be accountable for the return shipping expenses.
Should the order be uncorrectable or non-returnable, the buyer must absorb any associated losses.
Including package breakage, significantly not as described, missing or wrong goods, and quality problems.
Upon receipt, if the buyer encounters any of the above issues, the buyer should submit a refund or redelivery request along with valid proof. Valid proof includes photos or videos that clearly demonstrate the issue with the goods received. Once the request is filed, Natalie's Kitchen Co. is required to review the provided evidence and respond within 3 business days.
If Natalie's Kitchen Co., upon reviewing the proof, finds that it does not clearly demonstrate the problem, the evidence is considered invalid. In such cases, Natalie's Kitchen Co. reserves the right to deny the buyer’s refund request.
If the buyer’s evidence clearly demonstrates an issue, the review process should not exceed 3 business days. Should a return be necessary for a refund, Natalie's Kitchen Co. must provide the buyer with a prepaid return label within 3 business days following approval of the proof. Natalie's Kitchen Co. is then required to issue a refund once the tracking information provided by the buyer indicates the return is in transit, which must also occur within 3 business days.
If the goods do not need to be returned, Natalie's Kitchen Co. must process the refund within 3 business days of receiving the refund request.
In the event that the buyer opts for redelivery and the proof is deemed valid, Natalie's Kitchen Co. must initiate the redelivery within 5 business days of the proof being approved. Natalie's Kitchen Co. reserves the right to issue a refund instead if no stock is available for redelivery. Alternatively, buyers may choose to reorder the products once they are back in stock.
If Natalie's Kitchen Co. confirms that the tracking number provided is incorrect and Natalie's Kitchen Co. does not supply the correct tracking information within 3 business days, Natalie's Kitchen Co. will issue a refund for the order.
For orders fulfilled by Natalie's Kitchen Co.: Should there be no update on the tracking information for more than 7 business days as indicated on the logistics website, and the buyer requests a refund, Natalie's Kitchen Co. must process the refund within 3 business days of the buyer’s request.
For pick-up orders: Natalie's Kitchen Co. is not held responsible for any logistics-related issues.
Please note that this policy does not apply during exceptional times or periods, such as public holidays, pandemics, extreme weather conditions, or other unusual circumstances where standard logistics operations may be disrupted.
For orders fulfilled by Natalie's Kitchen Co.: If the actual transit time surpasses the estimated delivery time by 10 days or more, and Natalie's Kitchen Co. does not offer any valid updated tracking information, the buyer is entitled to request a refund. Upon such a request, Natalie's Kitchen Co. must issue the refund within 3 business days.
For pick-up orders: Natalie's Kitchen Co. is not liable for any issues related to logistics.
Please note that this policy does not apply during exceptional times or periods, such as public holidays, pandemics, extreme weather conditions, or other unusual circumstances.
Buyers are required to familiarize themselves with the shipping options provided before placing an order. If multiple shipping methods are offered, Natalie's Kitchen Co. must dispatch the order according to the buyer’s selected logistics choice. Non-compliance allows the buyer to seek a refund. However, if the product listing indicates “Seller-Selected Shipping (Buyer Cannot Choose),” Natalie's Kitchen Co. retains the discretion to choose the shipping method, and any specific logistics requests made by the buyer at the time of order will not be accommodated.
Upon receipt of an order, Natalie's Kitchen Co. must ship each order separately to the designated address. Combining multiple orders into a single shipment is prohibited unless Natalie's Kitchen Co. has received explicit consent from the buyer for such consolidation.
During public holidays, pandemics, extreme weather conditions, or other exceptional situations, buyers should reach out to natalieskitchenco@gmail.com or contact Natalie's Kitchen Co. via Contact Us to address any product or logistics concerns.
Natalie's Kitchen Co. commits to providing timely assistance to buyers under these special circumstances. Buyers are advised to anticipate a resolution from Natalie's Kitchen Co. on such matters within a maximum of two weeks after notification.
If buyers are dissatisfied with the resolution of post-sale issues, they are obligated to initiate a dispute with Natalie's Kitchen Co., which will facilitate the handling of the after-sale matters.
