Refund policy

1. Your Statutory Rights

As a customer purchasing from Naya Self Care Ltd online, you have statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. This policy does not limit or replace those rights. Where any provision of this policy conflicts with your statutory rights, your statutory rights prevail.

Under the Consumer Contracts Regulations 2013, you have a legal right to cancel your order within 14 days of receiving your goods for any reason, provided the product is unused and in its original condition. You do not need to give a reason. We go beyond this legal minimum — please see Section 2 below.

2. Change of Mind Returns — Unopened Products

If you change your mind about your purchase and the product is unused and unopened, you may return it within 30 days of the date of delivery.

To be eligible for a change of mind return:

• The product must be unused, unopened, and in its original condition
• The product must be returned in its original packaging
• The return must be requested within 30 days of the date of delivery
• You must contact us before returning — see Section 7 for the return process

What you will receive:

• A full refund of the product price to your original payment method
• Original shipping charges are non-refundable
• Return postage costs are your responsibility
• We recommend using a tracked postal service and keeping your proof of postage

We strongly recommend checking your order as soon as it arrives and before opening the product.

3. The Kawa 30-Day Satisfaction Guarantee — Opened Products

We want you to feel confident trying Kawa. If you have opened and used your product but are not satisfied with your experience, you may be eligible for a refund under our 30-Day Satisfaction Guarantee, subject to the conditions below.

This guarantee exists because we genuinely believe in Kawa and want to give you a fair opportunity to experience it. It is not a no-questions-asked policy — it is a good faith commitment between us and our customers.

Eligibility conditions:

• No more than 50% of the product has been consumed
• The refund request is made within 30 days of the date of delivery
• This guarantee applies to your first order only — one refund per customer
• You must contact us before returning the product at info@nayaselfcare.com
• You must provide your order number and a reason for your refund request
• As part of our customer care process, we may ask about your experience with the product and how you have been using it, in line with the usage guidance provided in your welcome email. This is so we can support you fully before processing your request

What you will receive if eligible:

• A full refund of the product price to your original payment method
• Original shipping charges are non-refundable
• Return postage costs are your responsibility

4. Non-Returnable and Non-Refundable Items

We are unable to accept returns or issue refunds in the following circumstances:

• Products that have been opened and used beyond 50% of their contents (outside the Kawa 30-Day Guarantee)
• Products returned outside the eligible 30-day window from delivery
• Products returned without prior contact and authorisation from us
• Products received free of charge as part of a giveaway, competition, or promotional campaign where no payment was made — these are not eligible for a return or refund. If you believe a free product arrived damaged or poses a safety concern, please contact us at info@nayaselfcare.com and we will assess this on a case-by-case basis
• Original or return shipping costs (except where the product is confirmed faulty or damaged — see Section 5)

Products purchased at a promotional or discounted price are treated as standard purchases and are subject to the same returns and refunds process as full-price orders.

These exclusions apply to both UK and international orders and do not affect your statutory rights.

5. Damaged or Defective Products

We take great care in packing every order. If your product arrives damaged, defective, or not as described, we sincerely apologise and will resolve the matter promptly.

Please contact us as soon as possible at info@nayaselfcare.com and ideally within 48 hours of delivery. Include:

• Your order number
• Clear photographic evidence of the damage or defect
• Whether you would prefer a replacement or a full refund — the choice is yours

We ask for early reporting because it helps us investigate with our courier and resolve your issue more quickly. However, please note that reporting after 48 hours does not remove your legal rights. Late reports will still be assessed in accordance with your statutory rights under the Consumer Rights Act 2015, which entitles you to a full refund within 30 days of delivery for faulty or not-as-described goods.

How we handle damaged or defective returns:

• We will send you a prepaid returns label by email — you will not be asked to cover return postage for faulty items
• Once the return is received and assessed, we will process your chosen resolution — replacement or full refund
• Full refunds for faulty items include the original shipping charge

6. Delayed or Missing Orders

UK Orders

If your UK order has not arrived within 5 working days of your dispatch confirmation email, please contact us at info@nayaselfcare.com with your order number. We will investigate promptly using our tracking and dispatch records and keep you informed throughout. Where an item is confirmed lost, we will offer you a replacement or a full refund including shipping.

International Orders

International deliveries may occasionally be delayed due to customs processing or other factors outside our control. Please allow 15 working days from your dispatch confirmation before contacting us. If after this period your order has not arrived, please contact us at info@nayaselfcare.com with your order number. We will investigate and if your order remains undelivered after 30 days from dispatch, we will process a full refund including the original shipping charge.

7. How to Return an Item

1. Contact us first — email info@nayaselfcare.com before sending anything back. Include your order number and reason for return. Do not send a return without authorisation, as we may be unable to process it.
2. Wait for our response — we will confirm whether your return is authorised and provide instructions. For damaged or defective items, we will email you a prepaid returns label.
3. Pack securely — securely package the item in its original packaging where possible. Include your order number inside the parcel or clearly marked on the outside.
4. Use a tracked service — for change of mind or guarantee returns, please use a tracked postal service at your own cost. You are responsible for the item until it is safely received by us.
5. Keep your proof of postage — retain this until your return has been fully processed.

8. Refund Processing

• Returns are reviewed within 7 working days of receipt
• Approved refunds are issued to your original payment method
• Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider
• If more than 10 business days have passed since your refund confirmation and you have not received it, please contact us at info@nayaselfcare.com

9. Incorrect Delivery Address

Please check your delivery address carefully before placing an order. If you provide an incorrect or incomplete address, Naya Self Care Ltd cannot be held responsible for non-delivery.

If your parcel is returned to us due to an incorrect address you provided:

We will contact you and give you two options:

• Resend — we will reship your order to the correct address. The cost of redelivery postage will be charged to you before we resend.
• Refund — we will refund the product cost only. The original shipping charge is non-refundable.

If your parcel is delivered to an incorrect address you provided and is not returned to us:

In this case we are unable to offer a refund or replacement, as the parcel was dispatched correctly to the address provided at checkout. Please take care to ensure your delivery details are accurate before submitting your order.

10. International Returns

• International customers are subject to the same returns and refunds conditions as UK customers
• International return shipping costs are not covered by Naya Self Care Ltd (except for damaged or defective items)
• Any customs fees incurred on return shipments are the responsibility of the customer
• We strongly recommend using a tracked return service and keeping your proof of postage
• For confirmed lost international orders, please see Section 6 above

11. Refund Eligibility Summary