At Natural Girl, we strive to provide you with quality products, prioritizing customer satisfaction while maintaining fair policies. If you encounter any issues with your purchase, please follow our return policy guidelines:

Order Cancellation

• If you wish to cancel your order, please contact us within 3 hours of placing your order. After 3 hours, we might be unable to cancel your order, change your address, or change your order.
• Cancellations received after 3 hours will incur a ₦10K restocking fee or 20% of the item value depending on which is greater.
• Customized orders are non-refundable and non-exchangeable.
• Cancellations of custom orders will incur a 50% fee of the total order value.
• If your order has shipped, it cannot be cancelled.
• If an exchange or cancelation is approved after the item is in transit, refunds cannot be issued for shipping costs.

Eligibility for Returns & Exchanges

Please inspect your order upon receiving it and contact us immediately within 24 hours of delivery if you received a defective, damaged, or wrong item was sent to you.

Customers have 7 days to make a return or exchange request after the item is delivered. Once your request for a return has been approved, make sure you return the item with its original package intact within 7-days of approval. We will send you a shipping label to return the item or send a courier to pick up.

To be eligible for a return or exchange, please read the following.

• The hair cannot be worn, combed, or altered, nor the lace be cut. The hair must be in its original packaging with all tags attached and be scent-free to be eligible for a return or exchange. We inspect all hairs properly before shipping.
• The net the hair is packed in cannot be broken nor can the seal be loosened. If this happens, your return will be automatically refused.
• The only instance where a return will be accepted if the conditions above are not met is if there’s a product defect. We will exchange all defective products immediately, no questions asked, however, to prevent instances of return fraud, we cannot issue a refund for a defective product.
• Items bought on sale or in situations where a discount was applied cannot be exchanged for a different item.

If your request for a return or exchange is approved,

• If the item has no defect and there were no shipping errors from the company, and you request an exchange or return, you will be required to pay a restocking fee which is ₦10K plus a return fee (this fee varies on your location) which can be waived at our discretion. If we need to ship you a new item, you will need to pay a new shipping fee.
• We provide an option for a refund or store credit for eligible returns and exchanges. Customers opting for an exchange or store credit might be exempt from paying a restocking fee and return fee depending on the situation.
• Please note that we do not provide refunds for defective items. We will issue a replacement straight away or provide store credit at no extra cost to you.
• We reserve the right to approve a return. If the returned item breaks our eligibility rule, the item will be sent back to you after you pay the shipping fee for it to be sent back.

If a refund is approved,

• Please note that a ₦10K restocking fee will always be charged.
• Approved refunds will be paid into your original payment method.
• Approved refunds will be processed within 5 - 7 business days of approval.

We value your satisfaction and aim to resolve any issues promptly. Please contact support@benaturalgirl.com or message us on WhatsApp for assistance with returns and further guidance.

Thank you for choosing Natural Girl.