Return & Refund Policy

Last Updated:June 2026, Applies to: https://natslysoul.com and all associated mobile pages , Governed by the laws of Pakistan

At NatslySoul, we take pride in delivering premium-quality natural and organic products. Customer trust and satisfaction are at the heart of everything we do. Please read our Returns, Refunds & Exchange Policy carefully before submitting a request.

1. Return Eligibility

Unopened & Unused Products

You may request a return within 7 days of receiving your order if the product:

  • Remains unused and unopened
  • Is in its original sealed packaging
  • Includes the original invoice or proof of purchase

Damaged, Incorrect, or Missing Products

If you receive an item that is damaged, defective, incorrect, or missing from your order, please notify us within 24 hours of delivery. Requests made after this period may not qualify for review.

Change of Mind

We currently do not offer returns, refunds, or exchanges for:

  • Change of mind
  • Personal preferences
  • Incorrect product selection made by the customer

Return Shipping Responsibility

Customers are responsible for arranging and covering the cost of return shipping. We recommend using a courier service that provides tracking information, as NatslySoul cannot be held responsible for parcels lost during return transit.

Promotional & Discounted Products

Products purchased through sales, promotional campaigns, clearance events, or limited-time offers are generally not eligible for return or exchange unless they arrive damaged, defective, or incorrect.

Important: Please keep all packaging materials, labels, seals, and invoices until you have fully inspected your order.

2. Unboxing Video Requirement

To ensure transparency and protect both customers and our business, an uncut unboxing video is mandatory for all claims related to:

  • Damaged products
  • Missing items
  • Wrong products received
  • Manufacturing defects

The Video Must Clearly Show:

  • The sealed parcel before opening
  • The courier/shipping label
  • The order invoice
  • The complete unboxing process without edits or interruptions
  • All products received and their condition

Verification Process

To validate claims, NatslySoul may:

  • Review packing and dispatch records
  • Verify warehouse fulfillment documentation
  • Request additional information if necessary

If an error is confirmed on our side, we will arrange a replacement or refund as quickly as possible. Claims may be declined if our records confirm that the order was packed and shipped correctly.

Information Required for Claims

Please provide:

  • Order Number
  • Description of the issue
  • Complete unboxing video

3. Non-Returnable Products

For hygiene, safety, and quality assurance reasons, the following items cannot be returned, exchanged, or refunded:

  • Opened or used products
  • Skincare, beauty, and cosmetic items that have been opened
  • Personal accessories or jewelry that have been worn
  • Gift cards
  • Digital products or downloadable content
  • Shipping, handling, and payment processing charges

4. Refund & Exchange Procedure

Product Inspection

All returned items are inspected within 24–48 business hours after arrival at our facility.

Approved Refunds

Once approved, refunds will be issued through the original payment method used during checkout, including:

  • Bank Transfer
  • Debit/Credit Card
  • Other approved payment channels

Processing times may vary depending on your bank or payment provider.

If the Product Does Not Qualify

If the returned item does not meet our return requirements:

  • The product may be returned to the customer at their expense, or
  • The product may be discarded if unclaimed for more than 6 months

Exchanges

Exchanges are only available for products confirmed as:

  • Damaged
  • Defective
  • Incorrectly shipped

All exchange requests are subject to stock availability and final approval.

5. Delayed or Missing Refunds

If your refund has been approved but has not yet appeared:

  1. Check your bank account or card statement.
  2. Contact your bank or payment provider, as processing times may vary.
  3. If you still need assistance, contact our support team with your order details.

6. Contact Information

For any questions regarding returns, refunds, exchanges, or order-related concerns, please contact us:

Website: https://natslysoul.com/
Email: info@natslysoul.com
WhatsApp: +92 (329) 9896804
Location: Lahore, Pakistan

Our support team is committed to providing timely assistance and ensuring a smooth customer experience.