Return Policy


Incorrect Address

If you provide an incorrect delivery address and the order is returned to us, or you fail to take delivery, we will either:

  • redeliver the product to the correct address, if provided, subject to payment of additional delivery costs.
  • refund the value of the product (excluding delivery costs) dependent on whether it remains in a resalable condition. You will be responsible for any additional charges incurred including re-delivery costs.

If the order is not returned to us, you will not be eligible for a refund or re-delivery. 

InnoNaturals accepts no responsibility for deliveries made to incorrect or incomplete addresses provided by customers. In this case, you will need to place a new order with the correct details.

Please note, we will not be able to amend a delivery address once the order has been placed.


Incorrect Item Received / Missing Products

If for any instance the wrong item / flavor is dispatched.

Please DO NOT OPEN the product or break the seal on the product.

Please notify us within 3 business days within receiving the product.

It is paramount to check all products prior to opening as we cannot exchange or refund any product that has been opened.

We cannot accept damaged goods for return or exchange (broken or opened product).

All products sold on this site are not guaranteed effective by the owners of this site; and the product descriptions are a copy of information found on the manufacturer’s website. We are not directly responsible for the claims made about the products.


Items Damaged in Transit

If any items are damaged in transit (shipping), we ask that you report it to us within 3 business days. If the items are visibly damaged on receipt, please take a picture and email us at


If you change your mind.

If you have simply changed your mind about any item ordered and you wish to return it.

We cannot accept goods back if you have opened the product and simply do not like the result.

The item must not be used and must be 'as new' when returned to us.


Please note:

We cannot accept any returns which have been opened due to Health & Safety reasons. We can only accept returns that are in their original condition, and all goods are inspected on return. Please ensure you package the goods correctly so the product is not damaged in transit. In the unlikely event that an item is returned to us in an unsuitable condition, we reserve the right to refuse a refund/exchange. 

Please be advised we need to be notified of any discrepancies within 3 business days.

To arrange a return or report a problem with your order, please contact   and one of our Customer Service team will be happy to resolve your query.


Common Shipping and Return Questions


I have received a damaged item, what should I do?

We want all of our customers to receive top quality goods so if you think there is a fault with an item you have received, please let us know as soon as you can by emailing Customer Services . All products left in our warehouse are sealed and in perfect condition.

In order for us to send a replacement, exchange or refund, please also send an image of outside and inside of the box and picture of damaged item, so we can investigate the reported damage.

Please do not dispose of the item before you are advised to do so by Customer Services, as we cannot Refund or exchange any product if it has been disposed of.


I have received an incorrect item, what should I do?

If you have received an incorrect item in your order,  

Please email Customer Services as soon as you receive your order.

Provide Customer Services with the product name of the incorrect item that you have received.


I have an item missing from my delivery, what should I do?

If you have received a short in your delivery,

Please email Customer Services  as soon as you receive your order.

We may require an image of the packing you received with your order, to help with our investigation.

Once deliveries are made to an address it is the responsibility of the recipient to make sure that all products are stored in the correct temperatures and used within the guided expiry dates.

InnoNaturals will take no responsibility for products once a customer changes or makes alternative arrangements for delivery being made.


Please be advised we need to be notified of any discrepancies within 3 business days.