Returns and refunds
If you are concerned about your entitlement to a refund or exchange, we recommend that you read on to learn about your rights and our obligations to you.
Your entitlement to a refund or exchange
You will be entitled to a refund or exchange where we are required to do so under any relevant laws and on the condition that you provide a transaction confirmation or a receipt number from your purchase. Failure to do so may result in your request for a refund being rejected.
Please note, you will not be entitled to a refund or exchange if you have simply changed your mind.
In the rare event that a fault or damage to your purchase is overlooked during dispatch, Naughty Alice will happily exchange it for a new one – please contact us with the following information:
your full name and address;
the original order number; and
the reason for claiming the refund or exchange.
Returning products to us
Once your request to return a product has been processed and accepted, you will be provided with email confirmation authorising the return and you will be given instructions on how to proceed.
Condition of returned products
We reserve the right to assess the condition of a returned product prior to offering a refund or exchange. This may result in a refund or exchange being refused by us.
Return delivery charges
We will not be responsible for lost, stolen or damaged return deliveries. We recommend that you return the product to us via Registered Post so that the delivery can be tracked, and that you take out shipment insurance.
You may be entitled to a refund equal to the cost of the product only. We will take responsibility for shipping costs to return products to you. However, we reserve the right to charge you for any postage costs incurred for returns, should a refund or exchange be declined or if you’ve changed your mind.
Provision of refunds or exchanges to you
After assessing the condition of the returned products and if your refund is approved, we will send you an email confirming that your refund has been issued. Refunds will generally be processed within seven (7) business days of our receipt of returned products.
All refunds will be issued via the same payment method used to purchase the products. There may be delays in the provision of the refund that may be caused by the issuing bank. Please contact us if you have not received your refund within ten (10) days of us notifying you that a refund has been issued.