Return & Refund Policy

Natural Basics

Last updated: October 27, 2026

At Natural Basics, we want you to feel confident and happy with your purchase. We carefully select products that support a more mindful lifestyle, and we are committed to providing a clear and fair shopping experience.

As an online store operating with third-party suppliers and fulfillment partners, some orders may be shipped directly from our suppliers. Regardless of where your order ships from, we are here to help with returns, refunds, and order-related concerns.

1. Returns and Your Right to Cancel

If you are a consumer purchasing from the European Union, you generally have the right to withdraw from an eligible online purchase within 14 days of receiving your order, without needing to provide a reason, subject to applicable legal exceptions.

If your order arrives in multiple shipments, the withdrawal period generally begins when you or a person you designate receives the last item, in accordance with applicable law.

To exercise your right of withdrawal, please contact us at Basicpiecess@gmail.com and clearly state that you wish to return your purchase.

Please include your order number and the products you wish to return.

We will provide instructions for completing your return.

2. Return Conditions

For discretionary returns, we ask that products be returned in good condition, with their original packaging where reasonably possible.

You may handle and inspect products to the extent necessary to establish their nature, characteristics, and functioning, as you would in a physical store. Where legally permitted, we may account for any diminished value resulting from handling beyond what is necessary.

Certain products may be excluded from the right of withdrawal where an applicable legal exception applies. For example, qualifying sealed goods that are unsuitable for return for health protection or hygiene reasons may be excluded once unsealed.

This exception does not automatically apply to all personal-care, wellness, or non-toxic products. We will apply any exclusion only where legally justified.

Nothing in this policy limits your statutory rights regarding defective, damaged, incorrectly supplied, or misdescribed products.

3. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or different from what you purchased, please contact us at Basicpiecess@gmail.com .

To help us resolve the issue, please provide:

• Your order number.

• A brief description of the problem.

• Photographs of the product and packaging, if reasonably available.

Please contact us as soon as reasonably possible after discovering the issue so we can investigate and assist you.

Depending on the circumstances and applicable law, you may be entitled to a replacement, repair, price reduction, refund, or another appropriate remedy.

You will not be required to pay return costs that we are legally required to cover.

4. How to Request a Return

To begin a return, follow these steps:

Step 1: Email us at [insert customer service email].

Step 2: Include your order number and explain whether you are exercising your right of withdrawal or reporting a problem with your order.

Step 3: Wait for our return instructions before shipping the product, particularly if it was fulfilled by a third-party supplier.

Step 4: Send the product to the return address we provide, where a physical return is required.

Please do not automatically send returns to the address printed on the original package, as our suppliers may use different fulfillment locations.

We will communicate the applicable return procedure and address clearly.

5. Return Shipping Costs

If you exercise your statutory right of withdrawal, you may be responsible for the direct cost of returning the goods, provided that we informed you of this obligation before purchase and applicable law permits it.

If your item is defective, damaged, incorrectly supplied, or otherwise eligible for a remedy that requires us to cover return costs, we will arrange or reimburse the applicable costs as required by law.

Any specific return-shipping instructions will be provided by our customer service team.

6. Refunds

Once your return has been received or you have provided the required evidence of sending it back, we will process your refund in accordance with applicable law.

For eligible withdrawals, refunds generally include the amount paid for the returned goods and the standard outbound delivery cost where required by law. Additional delivery costs arising from your choice of a more expensive delivery option may not be refundable.

Where the law permits, we may withhold a refund until we receive the returned goods or evidence that they have been sent, whichever occurs first.

Approved refunds will normally be issued to the original payment method unless another method is agreed with you and permitted by law.

Your bank or payment provider may require additional time to make the refunded amount available.

7. Order Cancellations

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at [insert customer service email].

Because Flora&aura works with third-party suppliers, an order may begin processing shortly after it is placed. We cannot guarantee that a cancellation request can be stopped once fulfillment has started.

However, this does not affect any statutory withdrawal rights or other consumer rights you may have after placing an order.

8. Lost or Delayed Deliveries

Delivery estimates may vary depending on supplier processing, shipping carriers, destination, and customs procedures.

If your order has not arrived within the expected delivery period, please contact us at [insert customer service email] with your order number.

We will investigate the shipment with the relevant fulfillment partner and help determine the appropriate next steps.

If an order is confirmed lost or delivery fails, we will provide the remedy required under applicable law. Using third-party suppliers does not remove our obligations to you as the seller.

9. Exchanges

At this time, exchanges are handled on a case-by-case basis, depending on product availability and supplier arrangements.

If you would like a different product, size, color, or variation, contact our customer service team.

You may also be able to return your original purchase and place a new order, subject to your legal rights and the applicable return procedure.

10. Refund Eligibility and Legal Rights

We aim to handle all return and refund requests fairly and transparently.

Nothing in this policy is intended to remove or restrict your rights under applicable consumer protection laws, including any mandatory rights to withdraw from a distance purchase or obtain a remedy for goods that are defective or do not conform to the contract.

Where mandatory consumer protection laws provide greater rights than this policy, those laws will apply.

11. Contact Us

If you have questions about a return, refund, cancellation, or delivery issue, please contact us:

Natural Basics

Email: Basicpiecess@gmail.com 

Please include your order number in your message so we can assist you more efficiently.

Thank you for shopping with Flora&aura. We appreciate your trust and are committed to making your shopping experience as smooth and transparent as possible.

Natural Basics — Thoughtful choices for everyday living.