Order Amendments or Cancellations:
As a small team, dispatching orders is prioritised over monitoring emails, which means if you have emailed requesting this, your order could be dispatched before we read your email (especially likely during busy times).
If you wish to amend or cancel an order you've recently placed and have not yet received an order processing update email, you can try calling our packing team on 0330 043 9063 to see if we can help.
If you have already received the goods or your order has been processed by the time we read your cancellation request, you are welcome to return the items to us as per our returns policies below:
Please notify us within 14 days of receiving your order if there is an issue or if you wish to return items. We are unable to process returns that have not been authorised and agreed by our customer service team via email. Any issues with a product, including damage or faults, require a photo for us to replace the item. This is especially important when damage occurs during transit or delivery, as we need to provide evidence to the carrier when submitting a claim.
We are unable to offer replacements or refunds for damaged items unless a photo clearly shows the issue(s).
If you have changed your mind and wish to return an item, please ensure all products are unopened and in a re-sellable condition, with all packaging seals intact. If the returned goods are not sufficiently packaged and are damaged on return, we will need to charge for any damaged items in full. We must receive all returns within 14 days of the delivery date to be eligible for a refund. Please note that any perishable or semi-perishable items do not qualify for a refund, as these cannot be resold.
Refusing a delivery
Please note that if you refuse delivery of the goods once they have been sent to you, we reserve the right to bill you for both the cost of sending the item(s) to you AND the cost of returning the item(s) to us. If you refuse an order without our instructions and it is lost in transit, we will not refund the value of the goods. All liability for the goods will have passed to the person who refused the delivery. Any losses or damage that occurs to any lost parcels will be the responsibility of the person who ordered the goods.
Please note: We will need the items returned to us before a refund can be issued.
What if I don't like a product or have a reaction to it?
As a small business, we cannot refund customers who open and try a product and then wish to return it. If you are concerned about a product being suitable or compatible with your current needs, please seek appropriate advice before purchasing. Some products may taste very bitter or may not be suitable at the suggested dosage, depending on your individual circumstances. We specialise in sourcing and cannot give medical or health-related advice. Thank you for your understanding.
Restocking fees (when necessary)
When the value of the returned items exceeds £100, we reserve the right to charge a restocking fee to cover the transaction fees for the payment, as these are not refunded to us when the item is refunded. If the item(s) show signs of superficial damage or a bespoke order has been created, we will need to apply a 15% restocking fee.
Perishable & Semi-perishable Items
Please note that any perishable items (fresh produce items, such as freshly picked spruce sprigs) and semi-perishable items (miso products, which need to be refrigerated upon delivery) if returned to us are not eligible for refund, as these are not eligible for resale.
Returns on Orders with Free Shipping and International Orders
If a returned order received free shipping, but after any refunds, the order falls below the free shipping threshold, the shipping cost will be deducted from the refund. This also applies to full order returns, where we would need to deduct the shipping cost from the refund. Unfortunately, we have no way to reclaim these costs. This also means that if an order has free or subsidised delivery (meaning we have covered all or part of your postage), our actual postage costs will be deducted from the refund given.
Returns Address and Process
Please ensure that your returned item(s) include your name and order number in the package and that they are sent to the address below. Failure to do so will delay the processing of your return.
Returns Dept,
Na'vi Organics,
Well Being Shop,
Acharacle,
Argyll,
PH36 4JL
Refunds and Restocking Fees (when necessary)
Once we receive the goods back here, provided they are received by us in the same condition they were sent to you in, we will refund you the full cost of the item(s) unless the value is over £100.
When the value of the refund is over £100, we retain the right to retain a restocking fee to solely cover the transaction fees of the payment, as these are no longer returned to us when refunded. Also if the item(s) shows any signs of superficial damage, we will need to retain a 15% restocking fee from the refund., or where orders have been made up specially.
All postage and packing costs are non-refundable if your order has been dispatched by the time you cancel. Where the order placed has totalled over £50, and the customer has not been invoiced the actual postage cost, our actual P&P costs will be deducted from the final amount refunded. Refunds may take up to 10 days to process.
Damaged goods:
If any goods are damaged in transit, please take a photo and email us. We will then be happy to offer a discount or send a replacement. Please note that we are unable to resolve issues of faulty or damaged products without a photo for our records. Sometimes we will request that an item is returned before we can issue a refund or send a replacement.
Exchanges:
Exchanges are available on unopened items. If you would like to exchange any items, please contact us within 7 days of receiving your order and return all items in a re-sellable condition within the next 14 days. Please ensure all products are unopened and in the same condition they were sent to you in, with all packaging and seals intact. If returned goods are not sufficiently packaged and are damaged on return, we will not be able to offer an exchange, and you will be charged for the item(s) in full. Please note that any perishable items (fresh items and miso products) are not eligible for exchange or refund, as these are not able to be re-sold.
You will be responsible for the cost of returning the goods. Depending on the weight and cost of the item, there may be additional postage costs to send the exchange. We will confirm this when you contact us to advise you would like to make an exchange.
Vouchers, Discount Codes & Gemstones
Discount codes must be used at the time of checkout - we have no way to add a discount code once an order has been placed. Only one discount code can be used at a time during checkout. Please note, a discount code redeemed via the gemstones program cannot be used in conjunction with any other discount code.
Once a code has been generated from your gemstones, we are unable to cancel the discount code and reapply the gemstones. After placing an order, we cannot add gemstones to your account retrospectively. Therefore it is a requirement that an account is created before placing an order if you wish to collect the gemstones and join our loyalty program.