Refund policy

We want you to be completely satisfied with your purchase. If something's not quite right, we’re here to help.

Return Policy

You may request a return within 30 days of receiving your order if the item is unopened, unused, and in its original packaging.

The return window begins on the date the package is marked as delivered according to the carrier’s tracking information.

If you have any questions about using your product or need help getting the best results, please contact our team at info@natsubeauty.com and we’ll be happy to assist.

To start a return, please email us at info@natsubeauty.com with your order number and reason for return.

Please note:

All sale and promotional items are final sale and not eligible for return or exchange. This includes items marked down in price, purchased during promotional events, purchased using a discount code, part of bundle offers, Buy One Get One promotions, sitewide sales, holiday sales, or any limited-time offer.
Due to hygiene and product safety standards, opened skincare products cannot be returned. Products that have been opened, unsealed, used, or removed from protective packaging are not eligible for return under any circumstances.
Customers are responsible for reviewing ingredient lists and performing a patch test before use. Natsu is not responsible for individual sensitivities, allergic reactions, or skin responses to ingredients.
We do not provide return shipping labels - customers are responsible for all return shipping costs.
Items sent back without prior return authorization will not be accepted.
We are not liable for any return packages lost or damaged in transit.
We are also not responsible for shipping delays caused by the carrier.
Original shipping charges, customs, and duties are non-refundable.
Refunds are limited to the product purchase price only.
We reserve the right to refuse any return that does not meet our conditions or was not authorized in advance.
Individual results may vary. Skincare products may perform differently depending on skin type, routine, and other factors. Product dissatisfaction based on personal results does not qualify as a defect.
All returned items are inspected upon arrival. If a returned product is found to be opened, used, damaged, or not in its original condition, the return may be denied and the item may be returned to the customer at their expense.
Orders that are refused at delivery or returned to sender without prior authorization may be subject to return shipping fees and will only be refunded after the package has been received and inspected.
We reserve the right to limit or refuse returns, refunds, or cancellations in cases of suspected abuse of our policies or fraudulent activity.

Lost or Missing Packages

Once an order has been shipped, responsibility transfers to the carrier.

Natsu is not liable for packages that are lost, stolen, delayed, or missing once marked as delivered to the shipping address provided at checkout.

If tracking confirms delivery, customers must contact the shipping carrier directly to open an investigation or file a claim.

Damaged or Incorrect Items

If your item arrives damaged or incorrect, please contact us within 7 days of delivery.

Email us at info@natsubeauty.com with your order number, a clear photo of the issue, and a brief description. We’ll make it right with a replacement or refund.

Exchanges

We do not offer direct exchanges. To exchange an item, follow the return process and place a new order once your return is approved.

Refunds

Once your return is received and inspected, we’ll notify you of the approval status.

If approved, you’ll receive a refund to your original payment method within 10 business days. Please note it may take additional time for your bank or credit card provider to process the refund.

If it’s been more than 15 business days since your return was approved and you haven’t received your refund, contact us at info@natsubeauty.com.

Subscription Orders

Subscription orders are eligible for return under the same conditions: unopened, unused, and within 30 days of delivery. However, because subscriptions include a 10% discount, any approved return on a subscription purchase will be refunded as store credit only.

Promotional pricing does not carry over to future subscription renewals. If a subscription is started during a promotional offer (such as Buy One Get One, Buy Two Get Two, Buy One Get One Half Off, bundle promotions, or other limited-time discounts), the promotional pricing applies to the initial order only. Subsequent subscription renewals will receive the standard 10% subscription discount only and will not continue to receive the promotional pricing.

Subscriptions can be skipped, paused, or canceled at any time by logging into your account on our website using the same email used to place the order. If you need assistance managing your subscription, you may also contact info@natsubeauty.com.

We recommend managing your subscription settings before your next billing date to avoid receiving a shipment you don't want.

Shipping Address Responsibility

Customers are responsible for providing a complete and accurate shipping address at checkout.

Natsu is not responsible for orders shipped to an incorrect, incomplete, or outdated address provided by the customer.

Orders returned due to an incorrect address may be subject to reshipping fees.

Duplicate Claims

Customers may not pursue multiple refund methods for the same order. This includes filing a chargeback, payment dispute, or carrier claim after a refund or replacement has already been issued.

If multiple claims are initiated for the same order, we reserve the right to deny additional refunds and may restrict future purchases.

Chargebacks and Payment Disputes

We encourage customers to contact our support team at info@natsubeauty.com to resolve any issues before initiating a chargeback or payment dispute with their bank or payment provider.

Initiating a chargeback or dispute without first contacting us to attempt resolution may be considered abuse of our policies and may result in restrictions on future purchases.

Resale and Order Restrictions

Natsu products are intended for personal use only unless prior written authorization is granted.

We reserve the right to limit quantities, cancel orders, or refuse service to any customer at our discretion.

Orders suspected of being placed for the purpose of unauthorized resale or distribution may be canceled or restricted.

Policy Acceptance

By placing an order through our website, you acknowledge that you have read and agree to our store policies, including our return, refund, and shipping terms.

Completing a purchase constitutes acceptance of these terms.