Naturally Balmy is a wholesale supplier of skincare ingredients and cosmetic products. Due to the nature of our goods and our commitment to product safety and hygiene, we are unable to accept returns or offer refunds on most items.
Non-Returnable Items
- Any product that has been opened, used, or tampered with
- Custom or made-to-order items
- Products purchased on sale or as part of a promotion
- Any raw materials or cosmetic ingredients
Order Errors or Damages
If your order arrives damaged, incorrect, or incomplete, please notify us within 5 working days of delivery.
We may request the following:
- Photos of the damaged or faulty items
- Photos of the packaging
- Batch numbers and product labels (if applicable)
Once verified, we may offer a replacement, partial refund, or store credit at our discretion. Claims made after this timeframe may not be accepted.
Delivery Disputes
If tracking shows a parcel as delivered (including GPS/photo evidence where available), we consider the order fulfilled. Refunds or replacements are not offered unless there is clear evidence of courier error.
CPSR & Regulatory Compliance Services
All Cosmetic Product Safety Reports (CPSRs), regulatory compliance services, and related digital documentation are non-refundable after 30 days from the date of purchase.
Once a service is purchased, we begin allocating time and resources to your project — even if you have not yet submitted your product details or documentation.
If you cancel within 30 days and no work has commenced, a partial refund may be possible. After 30 days, no refunds will be issued under any circumstances.
Formulation Services
- All formulation, compliance, and consultancy services are non-refundable once work has commenced.
- Product development fees are non-refundable after raw materials have been purchased or samples have been dispatched.
- Refunds are not issued for change-of-mind or customer error.
Private Label Products
Private label items are custom-made and therefore non-refundable and non-returnable, unless they are defective due to a manufacturing error on our part.
Client-Supplied Components
If you supply your own packaging, containers, or labels, Naturally Balmy is not responsible for any defects, damage, or quality issues relating to those items, including:
- Printing or label finish issues (e.g., peeling, fading)
- Material faults (e.g., cracked bottles, broken caps)
- Compatibility with our filling or packing process
We recommend thoroughly testing the suitability of any supplied components prior to production.
Damage in Transit
If your goods arrive damaged:
- Report the issue within 48 hours of receipt
- Include clear photos of the damage
- We will investigate and offer replacements or partial credit if the damage occurred to items we supplied
We are unable to reimburse damage to client-supplied packaging or components.
Missing Items or Packing Errors
Please notify us of any missing components (e.g., outer boxes or labels) within 5 working days so we can review and resolve the issue promptly.
Storage of Goods
Due to the sensitive and natural nature of many of our products, ingredients such as oils, butters, and creams must be stored in a cool, dark place, away from direct sunlight and in a temperature-controlled environment.
We cannot accept responsibility for products going rancid or deteriorating if they have been stored for more than 14 days after delivery. As we have no control over how goods are stored once received, it is the customer's responsibility to ensure appropriate storage conditions are maintained.
Cancellations
Orders may be cancelled within 1 hour of placement, provided they haven’t been packed or dispatched. Please contact us as soon as possible if you wish to cancel your order.
Contact Us
For all enquiries regarding returns, refunds or delivery issues, please contact us at sales@naturallybalmy.co.uk.
