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Refund policy

Returns, Refunds and Exchanges Policy

Last updated: 27 April 2026

We want you to be happy with your order. This policy explains your options if you change your mind, if something arrives damaged, or if you would like to return or exchange an item. It also sets out your rights under UK consumer law.

Your statutory rights

This policy does not affect your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs). The cancellation rights set out below are in addition to your statutory rights, not instead of them.

Cancelling your order before dispatch

You can cancel any order at any time before it has been packed and dispatched, with no charge. Email us at hello@naviorganics.uk as soon as possible.

Because we prioritise dispatch, please understand that we may pack and dispatch your order before reading your cancellation email. If this happens, please follow the change-of-mind process below.

Changing your mind after delivery (14-day cooling-off period)

Under the CCRs, you have the right to cancel your order for any reason within 14 days of receiving it, with these conditions:

  1. You must notify us within 14 days of receiving your order. You can do this by:
    • Emailing us at hello@naviorganics.uk
    • Completing the model cancellation form at the bottom of this policy and returning it to us
    • Phoning us on 0330 043 9063
  2. After notifying us, you must return the goods to us within a further 14 days. The return cost is yours to cover unless the goods are faulty or not as described.
  3. The goods must be unopened, in their original packaging with all seals intact, and in re-sellable condition.
  4. We will refund the full purchase price including the standard delivery cost paid (we are not required to refund any extra you paid for express or upgraded delivery), within 14 days of receiving the returned goods, or within 14 days of you providing evidence that you have returned them, whichever is sooner.
  5. The refund will be made to the same payment method you used for the original order.

Items that cannot be cancelled under the cooling-off right

Under CCRs Schedule 1 paragraph 28, certain items are excluded from the cooling-off right. For our products this includes:

  • Perishable items such as fresh produce (for example, freshly picked spruce sprigs)
  • Semi-perishable items that need refrigeration on delivery (such as miso products)
  • Items sealed for hygiene or health reasons that have been unsealed after delivery
  • Custom-made items or orders prepared specifically for you
  • Digital products such as gift cards

These items can still be returned if they are faulty or not as described (see “Faulty or damaged items” below).

How to return an item

Send returns to:

Returns Department
Na'vi Organics
Well Being Shop
Acharacle, Argyll
PH36 4JL

Please include your name and order number in the package so we can process the refund quickly. Returns without identifying information may be delayed.

If returned goods are damaged in transit because of insufficient packaging, we may charge a restocking fee of up to 15% to cover the loss in re-sale value.

Restocking fees on high-value returns

For non-faulty returns where the order value is over £100, we reserve the right to retain a restocking fee equal to the non-refundable transaction fees we incur on the original payment (typically 1.5% to 3% of the order value depending on the payment method). This is to recover costs that are not returned to us by the payment processor when we issue the refund.

This restocking fee does not apply to returns of faulty or damaged items, or to returns within the cooling-off period where we are required by law to refund the full amount.

Free shipping returns

If your order qualified for free standard UK shipping (orders over £45) or free DHL international shipping (orders over £250), and your return reduces the order below the free shipping threshold, the original shipping cost will be deducted from the refund. We have no way to reclaim this cost from the carrier.

Refused or returned-to-sender deliveries

If a delivery is attempted and refused, or returned to us because no one was available to collect from the carrier, we are happy to refund the goods (excluding any perishable or semi-perishable items, which are excluded as above), minus the actual postage cost incurred sending out the original order.

For larger or heavier items where the carrier charges us a return fee, that fee will also be deducted from the refund.

Faulty or damaged items

If your order arrives damaged or faulty, please contact us within 14 days of delivery with a photograph of the damage. Email hello@naviorganics.uk with the photo and your order number.

Depending on the situation, we will offer one of the following:

  • A replacement of the damaged item, sent free of charge
  • A partial refund or discount if the damage is cosmetic and you are happy to keep the item
  • A full refund if a replacement is not possible

We may ask you to return the damaged item before issuing a replacement or refund. If we do, we will cover the return postage.

Under the Consumer Rights Act 2015, you have additional rights for goods that are not of satisfactory quality, not as described, or not fit for purpose. Where these statutory rights apply, they take precedence over this policy.

Exchanges

Exchanges are available on unopened items returned within 14 days of receipt. Please contact us at hello@naviorganics.uk before returning the item so we can confirm availability of the replacement and any cost differences.

Items must be unopened and in re-sellable condition with all packaging and seals intact. Perishable and semi-perishable items are not eligible for exchange.

You are responsible for the return postage cost. Depending on the weight and value of the replacement, there may be a postage cost to send the new item. We will confirm any costs before processing the exchange.

Discounts, vouchers, and Gemstones

Discount codes must be used at the point of checkout. We are unable to add a discount code to an order after it has been placed.

Only one discount code can be used per order. Codes generated from our Gemstones rewards programme cannot be combined with other promotional codes.

Once a discount code has been generated from your Gemstones balance, we are unable to cancel the code and re-credit the points.

Gemstones cannot be added to your account retrospectively after an order has been placed. To collect Gemstones from an order, you must have an account created before placing the order.

Refund processing time

Refunds are processed within 14 days of us receiving the returned goods (or, for cancelled orders not yet dispatched, within 14 days of cancellation). Once we have processed the refund, it may take your bank or payment provider an additional 3 to 10 days to show in your account.

Model cancellation form

You can use this form if you wish to cancel your order under the 14-day cooling-off period. You are not required to use this form, but it makes the process easier. Email a completed copy to hello@naviorganics.uk, or post it to our returns address.

To: Navi Organics Ltd, Achnanellan, Acharacle, Argyll, PH36 4JX

I hereby give notice that I cancel my contract of sale of the following goods:

Order number: ____________________
Order date: ____________________
Goods received on: ____________________

Customer name: ____________________
Customer address: ____________________

Signed: ____________________
Date: ____________________

(Signature only required if this form is sent on paper)

Contact us

For any returns, refunds, or exchange enquiries:

Email: hello@naviorganics.uk
Phone: 0330 043 9063
Post: Navi Organics Ltd, Achnanellan, Acharacle, Argyll, PH36 4JX