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Customer Service

Returns/Exchanges

Please note that all body care, tea products, feeding products, nursing covers, swaddlers, and massagers that have been opened and/or used cannot be returned for health and safety reasons. If you are unsure whether or not your purchase can be returned, please contact us for more information.

Your satisfaction with your purchases from Nayla Natural Care is very important to us. We encourage you to contact us with any questions you may have about our products before you purchase them to ensure that you  will be content. If for some reason you are not happy with your purchase, it may be returned within 14 days (from date of receipt as confirmed by Canada Post tracking) for a full refund with our prior authorization, less the shipping costs, or for a store credit or exchange provided that it has not been opened or used and is in perfect resalable condition. If the product is not is perfect resale-able condition, we reserve the right to refuse a refund. After 14 days, and up to 28 days (from date of receipt as confirmed by Canada Post tracking), we will issue a store credit or exchange. We do not accept returns or exchanges after 28 days from receipt of purchase. All sales become final after 28 days of receipt of your order.

All orders requiring a return or exchange require prior approval by Nayla Natural Care. If you return a product to us that did not get prior return approval, we reserve the right to refuse delivery of the package. Please follow these steps when returning a product:

  1. Contact us to obtain a Return Authorization Number (RA#) and our return address. We will then email you an RA form to fill out and return with the shipment.
  2. Properly pack, and send the shipment insured and with delivery confirmation/tracking (so we both know that is has been shipped and delivered) and be sure to include the RA form. Please forward us the tracking number.

If you paid for your order with a credit card,  your refund will be issued back to you by cheque or PayPal if you prefer. PayPal payments will be refunded back to your Paypal account. Please allow 7 business days after our receipt of your returned product to process your refund/exchange. We will inform you by email once your refund has been completed.

Actual shipping charges are non-refundable and are the responsibility of the customer on all returns and exchanges. Original shipping charges will be deducted from all refund, exchange or credit amounts. Please note, all returns or exchanges must be postmarked within 14 days of package receipt for returns.

All sale/clearance items are a final sale and will not be eligible for return or exchange. Special order items will only be eligible for a store credit.

Please contact us if you have any questions regarding our return policy/procedure.

If your product has a manufacturing defect, Nayla Natural Care will be happy to replace it for you. Please inspect your product upon receipt and contact us ASAP if there is a defect. Nayla Natural Care and the product manufacturer are not responsible for normal wear and tear, nor are we responsible for damage to an item caused by misuse.

Nayla Natural Care will not be held responsible for shipments lost or damaged in transit as all of our shipments include tracking and insurance with Canada Post, so please let us know if your shipment was lost or if there were damages in transit and we will be  glad to assist with any claims made to Canada Post.

International Returns

When returning an item from outside of Canada, please use your regular postal system and not a courier company (UPS, FedEx etc) as we cannot receive it due to customs charges that will be charged to us. We will refuse any returns sent via courier. Please send your packages insured and with delivery confirmation/tracking (so we both know that is has been shipped and delivered). We are not responsible for returned items  that are  lost or damaged in transit, so  please insure  the package(s)  and forward the info to us.

Please contact us if you need more information on returning an item from outside Canada.

 
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