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FAQ’s

RETURNS / EXCHANGE / CANCELLATION POLICY

    1. What is the refund policy if the product doesn’t suit or I don’t like it?

      Please be informed that refund or replacement of the product will not be applicable if the product doesn't suit, as we always recommend a patch test (mentioned on the packaging). Also:
      • Buying the product is completely customer’s choice, we only make the recommendations of the products according to the skin types.
      • If people with hormonal misbalance, PCODs or other skin concerns find the product unsuitable it has nothing to do with the quality of the product.
      • “How to use” or “Directions to use” mentioned on the packaging is according to the skin types, as per the recommendation. People with allergies should be cautious before applying the product.
      • Our customer care executives will always be there to give the best possible solution and will be available to understand the issue..

    2. What is your product return policy?

      If you are not satisfied with product ordered, or are disappointed with the product or service, we would like to know your feedback in order to be able to serve you better.

      We strongly believe in the quality of our products and wish for you to be completely satisfied with your purchase. However, in the rare occasion where you may be unsatisfied with a purchase, please see relevant section of our Returns/Exchange/Cancellation policy for more information on returns.

       

    3. How do I cancel my order?

      Please note, Order Cancellation is not allowed. Once the order is placed it cannot be canceled or refunded.

    4. In case, the amount is deducted twice from my account, how will it process?

      In this case, reach out to us between 10:00 AM - 6:00 PM (IST), Monday to Friday, via:

        Call/ WhatsApp:  +91-787878-0909

        Email: care@thenaturalwash.com

        Message: Facebook/Instagram Page

        Chat Support: Chat with us using the live chat option.

      Our experts will address the issue and in case of refund the amount will be processed in your bank account, which will reflect within 7 – 14 business days.

    5. What if I made a payment but didn’t receive order confirmation?

      It solely happens due to network issues, and in such case reach out to us via:

       Call/ WhatsApp:  +91-787878-0909

        Email: care@thenaturalwash.com

        Message: Facebook/Instagram Page

        Chat Support: Chat with us using the live chat option.

    6. What if in case I receive an incomplete, incorrect or damaged order?

      While we try our best to fulfil your orders correctly and in the best manner possible, for any complaints regarding your order, reach out to us via Call/WhatsApp: +91-787878-0909, DM on our Instagram/Facebook page, Email: care@thenaturalwash.com or chat with us using the live chat option on our website within 48 hours of your order delivery for resolution.

    7. How can I change my phone number in my order?

      You can only change your phone number or contact details before the order is shipped. If the order has already been shipped no personal details can be changed.

    8. Conditions under which replacement can be accepted?

      Replacement will be accepted only within 48 hours of delivery and under these conditions:

      1. Product is leaked
      2. Product container is broken
      3. Wrong item delivered
      4. Missing item delivered as per order

       

ORDER

      1. How can I place my order?

        Step 1: Pick the product range of your choice.

        Step 2: Click on BUY IT NOW or Click on ADD TO CART on the products you wish to purchase.

        Step 3: Fill out your personal details required or log-in using credentials for placing your order.

        Step 4: Click on CONTINUE TO SHIPPING

        Step 5: Choose shipping method

        Step 6: Choose a payment option convenient to you.

        Step 7: Click on CONFIRM THE ORDER

        For any further questions, you can reach our helpdesk at:

         

        Call/ WhatsApp:  +91-787878-0909

          Email: care@thenaturalwash.com

          Message: Facebook/Instagram Page

          Chat Support: Chat with us using the live chat option.

      2. Can I buy multiple products in single order?

        Yes, just add all the products you wish to buy into your shopping cart and then complete your order.

      3. Can my shipping address and billing address be different?

        Yes. It can be different. You can do this by filling in your bill-to address as the ‘Billing Address’, and the delivery address, as the ‘Shipping Address’.

      4. Can I make changes to my order?

        You can't modify the order once it has been placed.

      5. How do I know that my order is confirmed?

        You will get a confirmation Email and SMS on your registered contact details.

      6. Do I have to have an account to place my order?

        No, but we recommend making an account on our website to make your shopping experience simple, quick and to earn rewards.

      7. What are the other benefits of creating an account on www.thenaturalwash.com?

        Signing up for an account will give you benefits and a superior experience while shopping on The Natural Wash. Your account allows you to:

        1. Track all past and present orders at any time in one place.
        2. Notifications as soon as your favourite products are back in stock.
        3. Rate and review products.
        4. Get promotional offers upon new launches, festive sales, and product updates.
        5. Avoid filling of address details each time you place the order.
        6. Earn Loyalty points and rewards.
      8. Can I order the product that is out of stock?

        Unfortunately, products listed as ‘Out of Stock’ are not available for sale. However, we will notify you as soon as the product is back in the stock.

        Simply click on the product, once you are on the product page, you will see an option that says, ‘Notify Me’ and enter your email address.

         

      9. Do I receive an invoice with my order?

        You will receive an Order Summary along with payment details after placing your Order. A copy of Invoice will be delivered along with the product.

      10. How can I use a gift voucher or promotional code for my order?

        When you have clicked on the ‘Checkout’ button, you will be directed to a section where you can enter you Gift Voucher/Promotional code. On entering the code, the valid amount/offer will be automatically applied to your order. You can then proceed to checkout and pay the balance amount using your preferred mode of payment.

      11. How safe is it to use my debit/credit card to make an online payment on The Natural Wash?

        We use 100% Secure payment gateway for all types of payments. All of them are the best-in-class secure payment methods, so that we can ensure that all transactions with us are processed in an extremely safe manner. 

      12. I am having issues on the site. What advice can you give to successfully place my order?

        You may reach us through any of the mentioned methods and we will be happy to assist you and help you solve any issues you may be experiencing:

          Call/ WhatsApp:  +91-787878-0909

          Email: care@thenaturalwash.com

          Message: Facebook/Instagram Page

          Chat Support: Chat with us using the live chat option.

      13. I forgot my password what can I do?

        If you have forgotten your password, you can request your password to be sent to the email address you have previously registered with us by clicking the Forgot Password link. You will be taken to a page where you can enter your email address and a temporary password will be sent to you. We strongly recommend that you change this at earliest.

      14. Can I change the address post-shipped?

        No modification can be made in the contact details once the order is shipped.

      15. What payment types do you offer?

        We accept all kinds of online/offline payment methods. You can pay using Debit Card, Credit Card, Net Banking, UPI, Paytm, Pay Pal, etc. 

      16. Where can we get the assistant?

        You may reach us through any of the mentioned methods (10:00 AM – 6:00 PM IST (Monday – Saturday) and we will be happy to assist you and help you solve any issues you may be experiencing:

        Call/ WhatsApp: +91-787878-0909

        Email:  care@thenaturalwash.com

        Message: Facebook/Instagram Page

        Chat Support: Chat with us using the live chat option.

      17. Is it possible to get two offers/discounts at the same time? Can I apply coupon code on a discount?

        You can avail only one offer at one time. If you get an automated discount in your cart then you won’t be able to use any additional Coupon Code on that.

 

SHIPPING AND DELIVERY POLICIES

      1. Is COD available?

        Yes, COD is available with additional fee of ₹ 69. However, keeping in mind the current public health situation, we would encourage using online payment options to help maintain low contact deliveries. 

      2. How does the delivery process works?

        We generally dispatch all our products between Monday – Friday. Dispatches might be affected on account of Holidays & Festival.

      3. What is the range of locations to which we ship our products?

        We ship products all over India.

      4. What are shipping charges I need to pay?

        Free Shipping is available on all prepaid orders. 

        The customer is supposed to pay ₹49 /- for the reattempt delivery in the following cases-

        • You fail to receive the order
        • Order is returned as RTO
        • Entered incorrect/incomplete address
        • Office address mentioned is closed on the respective date of delivery.
      5. How can I track my order?

        You can track your order from the ‘My Account’ section on the website to get an update on your order status. Here, you will be assisted with a tracking number. The same will be visible in the ‘My Account’ section and will be emailed to you, along with the logistic partner details. In case of any issue with your order, we will notify you immediately.

        For orders that are dispatched via SPEED POST due to shipping address in restricted areas, the tracking details will be intimated separately; alternatively, you can reach out to us on care@thenaturalwash.com

      6. How are the items packed at The Natural Wash?

        Each of our products are first bubble wrapped and then placed in a sturdy carton, which is taped and prepared for shipping. Fragile items like spray or glass bottles are safeguarded with an additional layer of bubble wrap. We pride ourselves on the quality of our packaging.

      7. By when can I expect my order to be delivered?

        You can expect your order to be delivered within 7 - 14 business days for delivery, depending on your shipping address. However, deliveries may be affected in areas of Jammu & Kashmir & Ladakh regions apart from certain restricted area or other areas not served by our courier partners.

      8. What if my Product is returned Un-delivered?

        The delivery of your product will be attempted 3 times by our courier partner. In case the product still remains un-delivered, it will be returned to TNW and will be re-shipped to you after paying an additional amount towards shipping charges of ₹ 60.00 for orders upto ₹ 1000.00 and ₹ 100.00 for orders exceeding ₹ 1000.00

PRODUCT SAFETY

    1. What measure do we take to ensure the quality of The Natural Wash’s products?

      We at The Natural Wash are fully dedicated to our customer’s satisfaction. Rest assured that The Natural Wash products available on our website are 100% genuine and authentic.

    2. Do the storage systems ensure that the quality of products is intact?

      All of our inventory is kept in our own warehouse. We store, manage and ship our products to you, no matter where you are, with the utmost care and efficiency.

    3. What measures does TNW takes to ensure the products are not damaged during delivery?

      We at TNW maintain a very high level of quality control and till date, which is evident from the fact that we receive minimal complaints about the quality of our packaging. To ensure your products remain undamaged during the shipping process, we package our products in bubble wrap and then in sturdy boxes. Our shipment goes through rigorous quality check processes before they leave our warehouse.

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Client service

Have a question?
You may contact us!

OUR CONTACTS:
+91 7878 780 909
Mon-Fri: 9:00 am - 6:00 pm
Sat: 9:00 am - 4:00 pm
Sun: 9:00 am - 2:00 pm
A-92 (FF), Group Wazirpur, New Delhi-110052
Delivery:

Free delivery all orders of $120 or more of eligible items across any product category qualify

PAYMENTS:

Credit Card: Visa, MasterCard, Maestro, American Express

RETUN POLICY:

You can return any item purchased within 16 days of the delivery date

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