Refund policy

📄 Return & Refund Policy

At Natural Twist, we want you to feel confident when shopping with us. If something isn’t right, we’re here to help.

✅ Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or not as described:

  • You have 30 days from delivery to request a return.

  • We will provide you with a prepaid return shipping label at no cost to you.

  • Once your return is received and inspected, we will issue a full refund to your original payment method or send a replacement, as you prefer.

🔄 Change of Mind Returns

If you change your mind about your purchase:

  • You have 30 days from delivery to request a return.

  • The product must be unused, in its original packaging, and in resaleable condition.

  • Return shipping costs are the responsibility of the customer.

  • Once the item is returned and inspected, we will issue a refund minus any shipping fees you paid on the original order.

⚠️ Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Opened food, drink, or consumables (e.g. cocktail syrups, ingredients).

  • Gift cards and digital downloads.

📦 How to Request a Return

  1. Contact us at hello@naturaltwist.co.uk with your order number and details of the issue.

  2. We will provide you with the correct return instructions and, if applicable, a prepaid shipping label.

  3. Package your item securely and send it back within the 30-day window.

💳 Refunds

  • Refunds are processed within 5–10 business days after we receive and inspect your returned item.

  • Refunds are always sent to your original payment method.

This policy ensures fairness, transparency, and compliance with consumer laws, while protecting our small business from unnecessary costs.