Returns, Cancellations and Damages

Cancellations & Returns:

If you change your mind about a Natroma order that has been placed, please contact us as soon as possible to amend or cancel your order (since we usually dispatch orders within 1-2 working days).  If your order is cancelled in full, and it hasn't been dispatched we'll be happy to issue a full refund including any postage that has been paid.  For part-cancellations, we will refund the value of the items that are no longer required but will re-calculate postage (depends on the delivery address and order value) on the revised value of the order. 

For cancelled orders that have already been despatched, or if items are found to be unsuitable after they arrive we offer a no quibble refund or replacement to the value of the goods, provided they are returned to us unopened and in a saleable condition.  Saleable condition means that the packaging and the product must be returned to us unopened and in "as new" condition.  If the product is found to be damaged, packaging is torn or has marks, finger prints etc then a re-stocking fee will be charged so only a proportion of the product cost will be refunded.  If the item has been opened and used, for hygiene reasons we will not offer a refund even if the item has been posted back.  To avoid any disapointment, if you are any doubt about whether a refund can be obtained please contact us for further advice before posting the item back to us.  

If you wish to return an item in the first instance please complete our contact form and give further details on which items will be returned.  Returned items must be sent back to Natroma & The Natural Soapworks within 14 days.  Unfortunately in these cases we are not liable for postage costs, so you will need to pay for the return of these items before a refund or replacement for the goods is provided.  We reserve the right to refuse to make a refund or exchange goods if unsuitable goods are returned to us that have been used, damaged and have not been returned in their original condition. 

Please complete this form, and include it inside your parcel: Natroma Order Cancellation Form

Provided the above conditions are satisfied, Natroma will issue refunds within 30 days of the date of the invoice.  We will reimburse post and packaging for any goods which are found to be faulty, and have been returned for replacement.  These conditions do not affect your Statutory Rights.


We hope that our products will reach you in perfect condition, but please do not accept parcels that have been seriously damaged in transit (particularly if the packaging is open, items are obviously missing or bottles are leaking).  Please discuss seriously damaged parcels with the company that attempted the delivery and take photos of how the parcel arrived.  If goods are received that have been damaged, please use our contact form to send images and supply further details.  We will discuss the problem and will aim to supply replacement items.  We will claim against the losses from the delivery company, so please supply as much information as possible so we can resolve any issues as soon as possible.

Back orders:

If any part of your order is out of stock, we will back order the items for you or offer a substitute of equal or higher value.  Prior to despatch (or if an order is likely to delayed by several days) we will send you an e-mail, to make sure that you are happy with this arrangement and that you still wish to proceed with the order.