At Holy Lama Naturals Ltd, we’re committed to ensuring your satisfaction with every purchase. Our hassle-free returns policy makes it easy to shop with confidence:

• Unopened & Unused Products: Returns within 14 days of purchase with proof of purchase for a full refund or exchange. Your refund will be confirmed by email, and funds will be returned to your original payment method. This can take up to 5 days to show on your statement from the time of the issue.
• Opened/Used Products: Returns are not available for opened or used products, unless the product is damaged or defective. We will request photographic evidence of damage. Once the goods have been returned to us we will investigate the issue and make the refund thereafter. We will communicate with you once we come to the conclusion of our invetigation.

Important Details:

• Free gifts or gift-with-purchase items must be returned unused/unopened to process your return. 
• If you have canceled the Contract between us within the 14 day period, we will process the refund due to you as soon as possible and, in any case, within 30 days of receipt of the returned goods. 
• Returns are not available for orders shipped outside the UK.
• Gifts can be exchanged with proof of purchase but cannot be refunded or exchanged for a gift card.
• We are unable to offer exchanges or refunds for items that have already been exchanged.
• The average processing time for returns is 14 working days once received in our warehouse, though it may take longer following the peak season, but never more than 30 days.

T&Cs*

Please note that original delivery charges are not refunded. We will refund the price of the Product less a £5 admin fee. You will be responsible for the cost of returning the item to us. If payment was made via PayPal the fees charged by PayPal are non-refundable. Keep a copy of your postage receipt with your tracking number. We're only responsible for your return once it has been received at our warehouse. Items lost in transit will not be treated as returned, and cannot be exchanged or refunded. Exchanges for a product of lesser value will have the remainder refunded on to a gift card. 

Holy Lama Naturals will refund your payment for the goods as soon as possible by the original payment method. In addition to our returns policy, you have the right to cancel your order within 14 working days from the date of receipt of the goods if you send us a notice of cancellation in writing and return the goods to us in their original, unopened and unused condition. Where goods are delivered to a third party you may also exercise this right if you are able to return the goods to us in their original, unopened and unused condition. Your statutory rights are not affected. Once your refund has been processed, it can take your card provider 5 working days to credit your account. In the interests of preventing or investigating fraudulent activity: (a) we may contact you regarding returns activity which is suspicious, and/or (b) we reserve the right to deactivate any account which is engaged in suspicious activity.