Refund policy

At AU Naturel, every product is carefully handcrafted in small batches using thoughtfully selected ingredients. Because our cosmetics are handmade and prepared with hygiene standards, we maintain a strict return policy to ensure product safety for all customers.

1. Returns & Exchanges

Due to the nature of handmade skincare and hygiene reasons:

* We do not accept returns or exchanges on opened or used products.
* Returns are only accepted if the item is unused, unopened, and in original packaging.
* Return requests must be made within 7 days of delivery.

Items that do not meet these conditions will not be eligible for refund.

2. Damaged, Defective, or Incorrect Orders

If you receive a product that is:

* Damaged in transit
* Leaking or broken
* Incorrect item

Please contact us within 48 hours of delivery with:

* Your order number
* Clear photos of the product and packaging

After verification, we will offer a replacement or store credit.

3. Refund Process

* Approved refunds will be processed within 5–7 business days.
* Shipping charges are non-refundable.
* Refunds will be issued through the original payment method (or bank transfer)

4. Skin Sensitivity & Allergic Reactions

As every skin type is unique, we recommend performing a *patch test* before full application.

AU Naturel is not responsible for individual allergic reactions. Full ingredient lists are provided for transparency.

5. Order Cancellations

Orders can only be cancelled within 12 hours of placing the order. Once processing begins, cancellations are not guaranteed.

6. Contact Us

For return inquiries, please contact:
📧 [Your Email Address]
📱 [Your WhatsApp / Instagram]