Refund policy

At Nuts Direct, we are committed to ensuring the satisfaction of our customers. If you are not completely satisfied with your purchase, we offer a comprehensive refund policy to address your concerns. Please read through our refund policy below:

Eligibility for Refunds of Goods Received via Shipping:

To be eligible for a refund of Goods that have already been received (delivered), the following conditions must be met:

1. Timeframe: We do not allow refunds for goods received as they are perishable items unless the items have been damaged upon delivery. In this case the customer must notify us immediately of the situation and no later than 4 hours after receiving their goods.

2. Returned: Goods must be sent back to our facility to be eligible for a full refund. The product must be returned in its original condition, unused, and in the original packaging. Returns can be made by mail. To return a good by mail, please complete the following procedure:

    • Contact our team by email at info@naturestrack.com to ensure there is a refund request on file.
    • Depending on the circumstances our company will opt to pay for shipping to be returned to our facility otherwise shipping costs will be the sole responsibility of the customer.
    • All returns must be shipped to:

Natures Track Health Foods

11 Phillip St.

Swakopmund, Namibia

3. Proof of Purchase: A valid receipt or proof of purchase must be provided.

If all 3 conditions have been met a refund request will be reviewed by our team and you will be notified via email if the request has been accepted or denied.

Eligibility for Refunds of Goods purchased but not yet received:

To be eligible for a refund of Goods purchased but not yet received, the following conditions must be met:

    1. Timeframe: The order must not yet have been shipped

    2. Proof of Purchase: A valid receipt or proof of purchase must be provided.

    3. The request for a refund must be made via email - please contact our team by email at info@naturestrack.com to ensure there is a refund request on file.

If all 3 conditions have been met a refund request will be reviewed by our team and you will be notified via email if the request has been accepted or denied.

Non-Refundable Items:

The following items are non-refundable:

  • Gift cards

Refund Process:

Initiating a Refund: To initiate a refund, please contact our customer service team at info@naturestrack.com to ensure the request is on file.

Review: Customer is responsible for providing all evidence needed to justify a refund. This should be included within the initial email requesting a refund.

Approval: Once your refund request is received and reviewed, we will send you an email to notify you of the approval or rejection of your refund.

Processing: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7 business days.

Late or Missing Refunds:

If you haven’t received a refund yet, please check the following:

  • Check your bank account again.
  • Contact your credit card company, as it may take some time before your refund is officially posted.
  • Contact your bank. There is often some processing time before a refund is posted.
  • If you have done all of this and still have not received your refund, please contact us at info@naturestrack.com.