Last Revised: 31 March 2026
This policy sets out the terms that apply to purchases of Natura Harmony products depending on where and how you buy them. Please read it carefully before placing an order.
This policy is publicly available at naturaharmony.co.uk/sales-returns-policy and is linked from our checkout page. By completing a purchase on our website, you confirm that you have had the opportunity to read and understand this policy before placing your order.
1. Our Sales Channels
Natura Harmony Ltd sells its products through three official channels:
- Amazon.co.uk – our official Amazon store at amazon.co.uk
- eBay.co.uk – our official eBay store at ebay.co.uk
- Our website – naturaharmony.co.uk (also accessible at naturaharmony.shop and naturaharmony.store)
The terms that apply to your purchase depend on which channel you used. If you are unsure, check your order confirmation email.
We do not authorise sales through any other marketplace, third-party retailer, or platform. Always verify that you are purchasing from our official store before completing a transaction — on Amazon, eBay, or anywhere else. We cannot accept responsibility for products purchased from unverified sources.
2. Purchases Made Through Amazon.co.uk or eBay.co.uk
If you purchased Natura Harmony products through our official Amazon store, your order is governed entirely by Amazon’s policies, including their terms for returns, refunds, cancellations, and delivery. Amazon is solely responsible for the fulfilment and resolution of those orders. For any queries or return requests, please contact Amazon Customer Service directly through your Amazon account.
If you purchased through our official eBay store, your order is governed by eBay’s buyer and seller terms, including their policies for returns, refunds, and dispute resolution. eBay is the platform through which those transactions are managed. For any queries or issues related to an eBay purchase, please use eBay’s messaging system or resolution centre in the first instance.
We are unable to process returns, refunds, or cancellations for Amazon or eBay orders outside of those platforms’ own processes.
3. Purchases Made Through Our Website
3.1 Your right to cancel
All Natura Harmony oils are food products supplied in sealed glass bottles with tamper-evident packaging.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you purchase from our website you have a 14-day right to cancel your order without giving a reason, beginning the day after you receive the goods.
To exercise this right, the tamper-evident seal on every bottle must remain completely unbroken. Once a seal has been broken, the right to cancel is lost. Under the Consumer Contracts Regulations 2013, goods sealed for health protection or hygiene reasons that have been unsealed after delivery are exempt from the cancellation right. We do not accept returns of any product whose seal has been broken, regardless of how much of the contents has been used.
If you wish to cancel a sealed, unopened order within the 14-day period, please notify us at sales@naturaharmony.co.uk as soon as possible. The following conditions apply:
- You are responsible for the cost of returning the goods to us. We do not provide prepaid return labels.
- You are also responsible for the original outbound delivery cost. The delivery charge paid at checkout is non-refundable upon return, as it reflects a service already rendered.
- We will refund the price of the goods only, within 14 days of receiving the returned items, provided they arrive in the condition described below.
- Goods must be returned with the tamper-evident seal intact, in undamaged condition, and in packaging sufficient to protect the glass bottles in transit. We reserve the right to deduct from your refund an amount reflecting any reduction in value caused by handling beyond what is necessary to inspect the goods.
We strongly encourage you to review your order carefully before confirming your purchase. If you have any questions about a product before ordering, please contact us at office@naturaharmony.co.uk.
3.2 Delivery
Orders placed through our website are fulfilled by Amazon Multi-Channel Fulfilment (MCF). Your products are stored at Amazon’s fulfilment centre and dispatched by Amazon on our behalf. Delivery timescales and tracking are provided at checkout and in your order confirmation email.
It is your responsibility to ensure that the delivery address you provide at checkout is correct and complete. We cannot accept liability for non-delivery or delays resulting from an incorrect address being provided.
3.3 Our right to decline orders and purchase limits
We reserve the right to decline, cancel, or refuse any order placed through our website at our sole discretion and without being required to give a reason. This includes, but is not limited to, orders that appear unusual in volume, frequency, or pattern, or where we have reasonable grounds to suspect misuse of our cancellation or returns process.
To ensure fair access to our products and to protect the integrity of our store, we may apply purchase limits per order or per customer at our discretion. For example, we may limit the number of units of a single product per order, or restrict the number of orders placed by a single buyer within a given period. Unusually high order volumes from a single buyer may be declined or reduced without notice.
If we cancel an order you have already paid for in full or in part, we will issue a corresponding refund promptly.
We also reserve the right to place any order on hold pending manual review. This may occur where an order is of unusually high value, where the delivery address raises concern, or where any other aspect of the order appears inconsistent or suspicious.
If an order is placed on hold, we will send a notification to the email address provided at checkout explaining that the order requires verification. At that point, it is the buyer’s responsibility to contact us at sales@naturaharmony.co.uk to resolve the matter. We will not dispatch any order that is on hold until verification is complete.
If we have not heard from the buyer within 7 days of sending the hold notification, we will cancel the order and issue a full refund. The refund will be processed no later than 15 days from the date of the original hold notification, regardless of whether contact has been made. We are not responsible for delays caused by the buyer’s failure to respond.
We further reserve the right to decline future orders from any customer where we have identified a pattern of returns, cancellations, or misuse of our policies.
3.4 Order cancellations
Once an order has been placed on our website, we are unable to guarantee cancellation as fulfilment may begin immediately. If you wish to cancel, please contact us as soon as possible at sales@naturaharmony.co.uk and we will make every effort to assist. We cannot guarantee a cancellation or refund once an order has entered the fulfilment process.
4. Damaged Goods – Website Orders Only
4.1 What qualifies as a damaged product
We take packaging quality seriously. Given the nature of our products — cold-pressed oils in sealed glass bottles — we consider a product to be damaged only where a bottle or bottles have been broken or physically compromised during transit, rendering the contents unusable.
Minor cosmetic imperfections to the outer packaging, such as light scuffing to the cardboard box, do not qualify as damage to the product.
4.2 How to report a damaged delivery
To be eligible for our voluntary replacement programme, you must report a damaged delivery to us on the same day you receive it. We require same-day reporting because the condition of the product and its packaging can only be reliably assessed at the point of delivery. Claims submitted after the day of delivery will not be eligible for replacement under this policy.
Please note that nothing in this section affects your statutory rights under the Consumer Rights Act 2015. If you believe a product is faulty or not as described, your statutory rights apply independently of the reporting timeline set out above.
To submit a claim, please send an email to sales@naturaharmony.co.uk with the subject line “Damaged Order – [your order number]”. Your email must be sent from the same email address you used when placing your order. Claims submitted from a different address cannot be processed.
Your email must include all of the following:
- Your order number
- The date and time you received the delivery
- The delivery location (e.g. doorstep, reception, left with neighbour)
- Clear photographs of the damaged product(s) from all sides
- Clear photographs of the outer packaging from all sides, including any visible damage
- Clear photographs of all labels on the parcel, including the delivery label and any carrier markings
Incomplete claims, or claims that do not include all required photographs and information, will not be processed. We reserve the right to request additional evidence where we consider it necessary to assess the claim.
4.3 Resolution
If your claim is approved following our review, we will send you a replacement for the damaged item or items. We do not offer refunds or order cancellations in lieu of replacement. Approved claims result in replacement only.
We reserve the right to decline claims where the evidence provided is insufficient, inconsistent, or where we have reasonable grounds to believe the damage did not occur during transit.
5. Non-Delivery – Website Orders Only
Non-delivery of a correctly addressed order is rare. If you believe your order has not arrived, please first check your tracking information and allow the full estimated delivery window to pass before contacting us.
If your order remains undelivered after the estimated delivery period, please contact us at sales@naturaharmony.co.uk from the email address you used to place the order, including your order number and delivery address.
We reserve the right to investigate non-delivery claims before taking any action. This may include requesting supporting evidence from you and obtaining information from Amazon MCF and the carrier. We will not arrange a replacement or take further action until our investigation is complete.
We are not responsible for non-delivery where an incorrect or incomplete address was provided at checkout, where delivery was refused, or where a parcel was not collected within the carrier’s holding period.
6. Unofficial Sellers and Counterfeit Products
You may occasionally come across third-party sellers on eBay, social media, or other platforms offering products under the Natura Harmony name. We cannot guarantee the authenticity, quality, or safety of products sold by sellers we have not authorised. We strongly recommend purchasing only through our official channels listed in Section 1 of this policy.
If you are unsure whether a seller is officially affiliated with Natura Harmony Ltd, you are welcome to contact us before making a purchase. We will confirm whether a seller is authorised.
If you come across a listing or seller that you believe may be selling counterfeit, misrepresented, or unauthorised Natura Harmony products, please report it to us. We take such matters seriously and will investigate every report we receive.
To report a suspected unofficial seller, please email office@naturaharmony.co.uk with the subject line “Unofficial Seller Report” and include all of the following:
- A full description of the situation
- The platform or website where you found the listing
- A direct link to the listing
- Screenshots of the listing, including the seller name, product images, price, and any descriptions used
- Any photographs if you have already received the product
Incomplete reports without supporting evidence or links may not be actionable. The more information you provide, the faster we can investigate.
7. Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015. If a product supplied through our website is faulty, not as described, or unfit for purpose, you may have additional rights beyond those set out here. In such cases, please contact us at sales@naturaharmony.co.uk.
For further information on your consumer rights, visit gov.uk/consumer-protection-rights.
8. Contact
For all queries relating to website orders, damaged goods, or non-delivery, please contact us at:
Email: sales@naturaharmony.co.uk
Please send your message from the email address used when placing your order and include your order number in the subject line.
Natura Harmony Ltd
Correspondence: 13 Elm Road, Kingswood, Bristol, Gloucestershire, BS15 9SP
Registered office: 167–169 Great Portland Street, London, England, W1W 5PF
9. Policy Updates
We may update this policy from time to time to reflect changes in our operations or applicable law. The current version will always be available on this page. The date at the top of this page indicates when it was last revised.
Legal Framework and Terminology
This section explains the key legislation and terms referenced in this policy. All policies published on this website are governed by the laws of England and Wales.
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
UK regulations (SI 2013/3134) that govern contracts made at a distance, including online sales. They set out the information traders must provide to consumers before a contract is concluded, establish the 14-day right to cancel most distance contracts, and define the circumstances in which that right may be lost — including for sealed goods that cannot be returned for health protection or hygiene reasons once the seal has been broken. These regulations apply to all orders placed through our website.
Official source: legislation.gov.uk — Consumer Contracts Regulations 2013
Consumer Rights Act 2015
The primary UK statute governing the rights of consumers when purchasing goods, services, and digital content. Under this Act, all goods must be of satisfactory quality, fit for purpose, and as described. It establishes a tiered system of remedies for consumers where goods do not conform to the contract, including the 30-day short-term right to reject, the right to repair or replacement, and the final right to reject. Statutory rights under this Act apply independently of any returns or cancellation policy set by the trader.
Official source: legislation.gov.uk — Consumer Rights Act 2015
Fraud Act 2006
UK legislation that establishes criminal offences relating to fraud, including fraud by false representation and fraud by abuse of position. Deliberately misrepresenting the condition of goods, fabricating damage claims, or systematically exploiting returns and cancellation processes for financial gain may constitute a criminal offence under this Act. Natura Harmony Ltd reserves the right to report suspected fraudulent activity to the relevant authorities.
Official source: legislation.gov.uk — Fraud Act 2006
Digital Markets, Competition and Consumers Act 2024
UK legislation that, among other provisions, strengthens enforcement powers against unfair contract terms and unfair commercial practices. It grants the Competition and Markets Authority (CMA) the power to impose significant financial penalties directly, without requiring a court order. All terms in our policies are drafted to comply with the requirements of this Act.
Official source: legislation.gov.uk — Digital Markets, Competition and Consumers Act 2024
Digital Markets, Competition and Consumers Act 2024
UK legislation in force from 6 April 2025 that governs unfair commercial practices, replacing the Consumer Protection from Unfair Trading Regulations 2008 for practices occurring after that date. It prohibits misleading actions, misleading omissions, and aggressive commercial practices by traders toward consumers. The Act grants the Competition and Markets Authority (CMA) direct enforcement powers, including the ability to impose fines of up to 10% of worldwide turnover or £300,000 (whichever is higher) without requiring a court order.
Official source: legislation.gov.uk — Digital Markets, Competition and Consumers Act 2024
Gov.uk — Consumer Rights and Protection
The UK Government’s central guidance on consumer rights, covering purchases of goods and services, statutory remedies, and how to seek redress.
Official source: gov.uk — Consumer protection rights