Return & Refund Policy
RETURN & REFUND POLICY
Last Updated: October 26, 2026
Thank you for choosing naturenaiin.
naturenaiin is owned and operated by Hangzhou Liuyun Chuangjie E-Commerce Co., Ltd. (“Company,” “we,” “us,” or “our”).
The Company operates naturenaiin.com and manages the store’s sales, order processing, customer assistance, shipping coordination, returns, refunds, and related after-sales services.
This policy explains when a return may be requested, how to contact us, who pays return shipping, how cancellations are handled, and when approved refunds are issued.
1. RETURN PERIOD
You may request a return for an eligible product within 14 calendar days after delivery.
The 14-day period applies to submitting your return request. After approval, our support team will provide instructions for sending the item back.
Requests submitted after this period may not qualify for a standard return unless applicable law provides additional rights.
Please contact us promptly if you wish to return an item or report a problem with your order.
2. RETURN ELIGIBILITY
For a standard return, the product should generally:
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Be unused and in its original condition;
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Include its original packaging, accessories, and supplied components where applicable;
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Be accompanied by valid proof of purchase, such as an order number or purchase confirmation;
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Be requested for return within the applicable 14-day period.
These standard conditions do not prevent you from reporting an item that arrived damaged, defective, incorrect, incomplete, or materially different from its description.
Any additional product-specific return restrictions will be disclosed before purchase where applicable.
Nothing in these conditions limits mandatory consumer rights.
3. HOW TO REQUEST A RETURN
Before sending an item back, email:
Please include:
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Your order number;
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The name or details of the product;
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The reason for your request;
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Relevant photographs or videos, where appropriate and available.
Our support team will review your request and explain the next steps. If approved, we will provide the return address and shipping instructions.
Please obtain return approval and instructions before shipping an item back.
4. RETURN ADDRESS
The return destination may differ from our registered business address.
After approval, we will provide the appropriate return address and instructions for identifying and packaging the returned item.
Do not send returns to our registered business address, a supplier, or a manufacturer unless our support team specifically instructs you to do so.
Sending a return to an incorrect or unauthorized address may delay processing or prevent us from locating the package. This does not override mandatory consumer rights.
Please keep your shipping receipt and tracking information until your return has been resolved.
5. RETURN SHIPPING COSTS
Returns Based on Customer Preference
Customers are generally responsible for return shipping costs when returning an eligible item because of:
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A change of mind;
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Personal preference;
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An incorrect size, color, style, or product selected when ordering;
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No longer needing the item;
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Another reason unrelated to a product defect or fulfillment error.
The 14-day return period does not mean that all returns include free return shipping.
Damaged, Defective, Incorrect, or Incomplete Orders
If your order arrives damaged, defective, incorrect, incomplete, or materially different from its description, contact service@naturenaiin.com.
We will review the issue and provide an appropriate replacement, refund, or return solution at no additional cost to you for a qualifying product or fulfillment issue.
If we require the affected item to be returned, we will cover the necessary return shipping costs.
Please contact us before arranging return shipping so that we can confirm the appropriate arrangements.
6. REPORTING PRODUCT OR ORDER PROBLEMS
Please notify us as soon as reasonably possible if you discover a problem with your delivery.
To help us investigate, provide:
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Your order number;
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Details of the affected or missing item;
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A clear description of the issue;
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Relevant photographs or videos, where available;
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Packaging photographs if the item arrived damaged.
Depending on the circumstances, an appropriate resolution may include:
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A replacement;
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A refund;
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An authorized return;
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Another suitable solution agreed with you.
A replacement will not override a right to a refund where applicable law provides one.
Requests for supporting information do not limit rights that cannot legally be restricted.
7. RESTOCKING FEES
naturenaiin does not charge restocking fees for eligible returns.
8. ORDER CANCELLATIONS
If you wish to cancel an order, contact us as soon as possible at:
Please include your order number and a clear cancellation request.
Cancellation requests should be submitted before order processing begins. We will check the current order status and confirm whether cancellation is possible.
Once processing, packaging, fulfillment preparation, or shipment arrangements are underway, cancellation cannot be guaranteed. We may still review whether the order can reasonably be stopped.
Orders already dispatched generally cannot be cancelled. After delivery, you may request an eligible return under this policy.
If a cancellation is approved after payment has been collected, the amount due for the cancelled order or items will be refunded to the original payment method. Approved cancellation refunds are generally issued within 5–10 business days after approval.
Nothing in this section limits cancellation rights provided by applicable law.
9. RETURN INSPECTION AND REFUND DECISION
After an authorized return has been received, we will inspect the item and assess whether it meets the applicable return conditions.
We will notify you of the refund decision. If additional information is needed, our support team will contact you.
If a standard return is not approved, we will explain the reason and any available next steps.
Our review procedures do not exclude rights relating to defective, incorrect, damaged, or misdescribed products that must be provided under applicable law.
10. REFUND METHOD AND PROCESSING TIME
Approved refunds for returned products are generally issued within 5–10 business days after the returned item has been received and inspected.
Refunds are normally sent to the original payment method used for the purchase.
For an approved refund that does not require a product return, we generally issue the refund within 5–10 business days after approval.
After we issue a refund, your bank, card issuer, or payment provider may need additional time to display the funds in your account.
Refunds generally cannot be redirected to a different card, bank account, or payment account unless required by law or otherwise agreed with us.
11. DELAYED OR MISSING REFUNDS
If we have confirmed that a refund was issued but you cannot locate it:
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Check the account used for the original payment.
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Contact your card issuer or payment provider.
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Ask your bank whether additional processing time applies.
If the refund remains missing, email service@naturenaiin.com with your order number and any available refund confirmation details.
Please do not send complete payment card numbers, security codes, passwords, or other sensitive payment credentials.
Our support team will review the available information and assist with the next steps.
12. CONSUMER RIGHTS
This policy describes our standard return, cancellation, and refund procedures.
Nothing in this policy excludes, restricts, or replaces consumer rights, warranties, guarantees, or remedies that cannot legally be excluded or limited.
Where mandatory legal requirements provide additional protections, those requirements will apply.
13. CUSTOMER SUPPORT
For assistance with returns, refunds, cancellations, damaged products, missing items, incorrect deliveries, or other after-sales concerns, please contact:
Customer Support Email:
service@naturenaiin.com
Business Phone:
+86 136 6665 8195
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM PDT
For an existing order, please include your order number and a brief description of your request so that we can assist you efficiently.
14. BUSINESS INFORMATION
Brand Name:
naturenaiin
Legal Company Name:
Hangzhou Liuyun Chuangjie E-Commerce Co., Ltd.
Website:
https://naturenaiin.com
Business Address:
Room 613, Area C, Fifth Floor
A2 Office Building (Building 12)
Shenzhen International Integrated Logistics Park
No. 399 Wei’er Road, Qianjin Subdistrict
Qiantang District, Hangzhou, Zhejiang, China
Customer Support Email:
service@naturenaiin.com
Business Phone:
+86 136 6665 8195
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM PDT
naturenaiin is owned and operated by Hangzhou Liuyun Chuangjie E-Commerce Co., Ltd.