1. Non-Acceptance of Goods (NAG) is defined and classified as Chart PEP 1
2. NAG is exchangeable (or replaceable) only if the above criteria are met.
3. The Process of  Product Exchange is shown as Chart PEP 2
   
   
4. Nature Mall reserves the rights to amend the Policy without prior notice.

 

Definition and Conditions

1. Damage Goods refer to defect of dispensing part or breakage of the container.
2. Due to the nature of the product, undesired adverse effects shall not apply to shampoo and mouth rinse. For hair dye, Customers shall conduct patch test per instruction from Information Leaflet. Actual product is to be charged at $6 per sachet once opened.
3. For product exchange,
   (i) All components of the returned goods shall be completed (except tester of hair colour)
   (ii) Customers shall top up price difference if there is any.
4. In the event of Damage Goods and Undesired Adverse Effect, transportation charges of returned goods (from Customer to Nature Mall) shall be borne by the customer, exchanged/replaced goods (from Nature Mall to Customer) shall be borne by Nature Mall.
5. In the event of a wrong purchase, both transportation charges of returned goods and exchanged/replaced goods shall be borne by Customer.
6. For special promotion Goods, an exchange is not possible.

 

Product Exchange / Replacement Process

1. Customer shall obtain NAG Form from support askaimous@gmail.com and submit with COMPLETE information to raise a request for product exchange/replacement.
2. Support Team of Natural Mall shall start to verify the case upon receipt of the COMPLETE From within 3 working days and inform the outcome to the administrator.
3. The administrator shall notify the customer whether the Request Criteria is met.
   •  If the Request Criteria is not met, the case closed after the notification.
   •  If the Request Criteria is met, continue to Step 4.
   •  In the event of a wrong purchase, the administrator shall also check if the goods have been delivered.
   •  If delivered, follow Step 4. Otherwise, deliver according to Customer's instruction with necessary procedures (i.e. to top up price difference if applicable).
4. Customer shall send the affected goods to Nature Mall if the Request Criteria is met.
5. The Support Tram shall inspect goods and take necessary action accordingly:
   •  If Exchange/Replacement Criteria is met, Administrator to send the new item to Customer after received of the outstanding amount or transportation charge (if applicable).
   •  If Exchange/Replacement Criteria is not met, Administrator to send the original item to the customer.
   
6. Case closed upon desired goods sent to Customer.