Refund policy

Returns & Refund Policy

We hope you love your Natural by Hillbrush products, but if something’s not quite right, we’re here to help.

Returns Window

We offer a 30-day return policy. This means you have 30 days from the date of delivery to request a return.

Eligibility for Returns

To be eligible for a return, your item must be:

  • In its original condition

  • Unused and with any tags intact

  • Returned in the original packaging

  • Accompanied by a receipt or proof of purchase

How to Start a Return

To request a return, please contact us at:
sales@naturalbyhillbrush.co.uk

Once your return is approved, we’ll provide you with return instructions and a shipping label.

Please do not send items back without contacting us first — unauthorised returns may not be accepted.

Return Address:
Natural by Hillbrush
Norwood Park, Castle Street
Mere, Wiltshire, BA12 6FE
United Kingdom

Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, defective, or incorrect, contact us right away at sales@naturalbyhillbrush.co.uk so we can resolve the issue promptly.

Items That Cannot Be Returned

The following items are not eligible for return:

  • Custom or personalised products

  • Personal care items (e.g. used bath or grooming brushes)

If you're unsure whether your item qualifies, feel free to reach out before requesting a return.

Product Guarantee

If a fault due to workmanship or materials occurs within 12 months of purchase, please email us with the details of the issue along with your order number or proof of purchase. We’ll do our best to put things right.

Exchanges

The quickest way to exchange an item is to return the original and place a new order once the return is approved.

Refunds

Once we receive and inspect your return, we’ll let you know whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days.

Please note:

  • Your bank or credit card provider may take additional time to post the refund.

  • If more than 15 business days have passed since your refund was approved, please contact us at sales@naturalbyhillbrush.co.uk