Refund policy
Last updated: November 01, 2026
NATURELOC – RETURN, REFUND, CANCELLATION & REPLACEMENT POLICY
NatureLoc Marketing Private Limited
At NatureLoc, we carefully select, pack and dispatch every order to ensure a safe and satisfying shopping experience. This policy explains the conditions and procedures for order cancellations, returns, refunds, replacements and delivery-related complaints.Customers are requested to read this policy carefully before placing an order.
1. Order Cancellation
- Customers may request cancellation or removal of items from an order within **1 hour of placing the order**.
- Cancellation requests received after this period may not be accepted if the order has already been processed, packed or dispatched.
- To request cancellation, contact us through our official WhatsApp number or email address.
- Cancellation requests are subject to order processing status and applicable consumer protection laws.
2. Return Eligibility and Conditions
Return eligibility depends on the product category and the conditions specified on the product listing at the time of purchase.
Where returns are accepted:
- Customers must request a return within 1 day (24 hours) of delivery.
- Products must be returned in the same condition in which they were received.
- Products must be unused, unworn and undamaged, with original tags, accessories and packaging, wherever applicable.
- Products must not show signs of use, alteration, washing or handling beyond what is reasonably necessary to inspect them.
- We reserve the right to inspect returned products and assess their condition before approving a refund.
- Refund amounts may be adjusted where a product has been used, damaged or handled beyond what is reasonably necessary, subject to applicable law.
- Return shipping costs are generally the customer's responsibility, except where otherwise required by applicable law or agreed by NatureLoc.
Important: Contact NatureLoc and obtain return approval before sending any product back. Unauthorised returns may not be accepted.
3. Parcel Inspection Before Accepting Delivery
Customers must carefully inspect the parcel before accepting it from the delivery partner
- Do not accept a parcel if the outer box is visibly damaged, opened, crushed, torn, wet or appears to have been tampered with.
- Check all six sides of the parcel, including the top, bottom and all four sides.
- Ensure that the original packing tapes and NatureLoc security seals are intact and have not been cut, replaced, opened or tampered with.
- Check the parcel weight marked on the outer box using a marker or weight sticker.
- Compare the marked weight with the courier's displayed or recorded weight, wherever available.
- Do not accept the parcel if there is a significant or unexplained difference in weight.
- If you notice damage, suspicious packaging, broken security seals or a significant weight difference, inform the delivery person, request that the issue be recorded and notify NatureLoc immediately through WhatsApp.
Customers are advised to take photographs of any suspicious parcel condition before refusing delivery.
4. Mandatory Continuous Unboxing Video
A complete and uninterrupted unboxing video is required as supporting evidence for claims involving missing items, incorrect products, damaged products or suspected parcel tampering.
Please follow these instructions:
1. Start recording before opening the parcel.
2. Clearly show the Order ID, order details and courier shipping label in the video.
3. Record all six sides of the parcel, including the top, bottom and all four sides.
4. Clearly show the original packing tapes and NatureLoc security seals, confirming that they are intact and untampered with.
5. Show the weight marked on the outer box, wherever applicable.
6. Open the parcel while continuously recording.
7. Do not pause, stop, edit, cut or interrupt the video until the box is completely opened and every item inside has been displayed clearly.
8. Show the condition of every product, its packaging and all items received.
The video must be clear, continuous and unedited so that the complete condition of the parcel and its contents can be verified.
Incomplete, interrupted, edited or unclear videos may make it difficult to verify a claim. NatureLoc may request additional evidence or physical inspection where necessary.
5. Damaged, Missing or Incorrect Items
Customers must inspect their orders immediately after delivery.
If a product is damaged, broken, defective, missing or different from the product ordered:
- Report the issue to NatureLoc within 24 hours of delivery.
- Submit the complete, unedited unboxing video, Order ID, order details and relevant photographs.
- Clearly explain the issue and identify the affected product or missing item.
- Submit all claim-related evidence through our official WhatsApp number: +91 90723 42001.
- Keep the original parcel, outer box, packing tapes, security seals, inner packaging and affected products safely until the claim is fully resolved.
NatureLoc maintains packing records and, where available, parcel-packing videos of dispatched orders. These records may be checked against the customer's evidence to investigate the complaint.
For transportation damage, NatureLoc may also raise a damage or loss claim with the relevant courier or delivery partner.
All claims will be investigated individually and handled in accordance with applicable consumer protection laws.
6. Special Policy for Clay and Earthenware Products
Due to the handcrafted, fragile and natural characteristics of clay and earthenware products, special return conditions apply.
- Ordinary returns and exchanges are not accepted for change of mind, personal preference or dissatisfaction after delivery.
- Minor natural variations in shape, texture, colour, finish and dimensions that are consistent with the handcrafted nature of these products are not considered defects.
- Customers must carefully inspect the parcel, packaging and security seals before accepting delivery.
- A complete, uninterrupted unboxing video is strongly required for any claim involving these products.
- Any claim involving products that arrive broken, damaged, defective or different from the product ordered must be reported within 24 hours of delivery.
- The claim must include the Order ID, complete unboxing video and clear photographs of the product and packaging.
Important: Refunds or replacements are not offered for ordinary change-of-mind or preference-based returns of clay and earthenware products. This restriction does not exclude remedies required under applicable consumer protection laws where goods are defective, damaged during delivery or incorrectly supplied.
7. How to Request a Return, Cancellation or Replacement
Customers must contact NatureLoc before returning any product.
To submit a request:
1. Contact our customer support team through WhatsApp or email.
2. Provide your Order ID and registered customer details.
3. Clearly explain the reason for your request.
4. Submit photographs, videos and other supporting evidence wherever applicable.
5. Wait for confirmation and return instructions from NatureLoc before sending any product back.
If a return is approved, NatureLoc will provide the return address and instructions for completing the return.
Products sent back without prior return approval may not be accepted.
8. Exchanges and Replacements
Customers who wish to exchange a product must contact NatureLoc before returning it.
- Exchange requests are subject to product eligibility and stock availability.
- Exchanges are not guaranteed and require confirmation from NatureLoc.
- Products must meet the applicable return conditions.
- Damaged, defective or incorrectly supplied products will be assessed separately under the applicable consumer protection laws and this policy.
9. Refund Processing
Once an approved return is received, NatureLoc will inspect the returned product and notify the customer whether the refund has been approved.
- Approved refunds will generally be issued to the original payment method, unless otherwise agreed or required by applicable law.
- Refund processing will begin after the return inspection and approval.
- The bank, payment gateway or payment provider may require additional time to process and reflect the refund.
- If the refund does not appear within a reasonable period after approval, customers may contact NatureLoc with their Order ID and refund reference details.
Refund approval is subject to product eligibility, inspection results, supporting evidence and applicable laws.
10. NatureLoc Packing Verification and Claim Investigation
NatureLoc takes care to pack and dispatch every order properly.
To ensure fair investigation of customer complaints:
- NatureLoc maintains packing records and, where available, videos of the parcel-packing process.
- Customer-submitted unboxing videos, parcel photographs, order details and courier records may be compared with internal packing evidence.
- If discrepancies are identified, NatureLoc may request further information or physical inspection of the parcel and its contents.
- Customers must cooperate with reasonable verification and return procedures.
- Claims will be assessed individually. Where a claim cannot be verified from the available evidence, further investigation may be required before a decision is made.
Nothing in this section limits any refund, replacement or other remedy required by applicable consumer protection laws.
11. Customer Support and Contact Details
For order cancellations, return requests, exchange enquiries, damaged products, missing items and refund-related questions, please contact us through the following official channels:
NatureLoc Marketing Private Limited
WhatsApp Support: +91 90723 42001
Email: care@natureloc.com
Important customer support instructions:
- All parcel-related claims must include the Order ID and supporting evidence.
- WhatsApp is the designated channel for submitting parcel photographs, unboxing videos and delivery-related claim evidence.
- Phone calls will not be accepted as formal claim submissions.
- Please retain your original parcel and packaging until your claim is fully resolved.
12. Consumer Rights and Legal Compliance
This policy is intended to establish a transparent and fair process for handling cancellations, returns, refunds, replacements and delivery-related complaints.Nothing in this policy is intended to exclude, restrict or override any rights or remedies available to customers under applicable Indian consumer protection laws.
Customers may be entitled to remedies where products are defective, damaged, not as described, incorrectly supplied, not delivered within the required or agreed timeframe, or otherwise fail to comply with applicable law.
All requests and complaints will be assessed in accordance with the applicable legal requirements.
Thank you for shopping with NatureLoc.
We appreciate your cooperation in following these procedures and helping us maintain a safe, reliable and transparent shopping experience.
NatureLoc Marketing Private Limited
Website: www.natureloc.com
WhatsApp: +91 90723 42001
Email: care@natureloc.com
