What happens if an item arrives damaged, turns out to be defective, or is not what you ordered.

Last updated: 24 September 2026

Our promise

If anything you order from us arrives damaged, is defective, or is the wrong item, tell us within 30 days of delivery and we will replace it or refund you in full. Returns are free using the prepaid label in your package, and there is no restocking fee.

What is covered

  • Items damaged in transit.
  • Items that are faulty or do not work as described in the listing.
  • The wrong item, colour or size, or an item with missing parts.

What is not covered

  • Normal wear and tear, or damage caused by misuse or accidents after delivery.
  • Damage caused by assembly, installation, cleaning or use that does not follow the product’s instructions.
  • Outdoor and garden items left exposed to conditions the product instructions advise against.

If you are unsure whether something is covered, email us anyway — we will look at it with you.

How to make a claim

Email contact@natashaliving.com within 30 days of delivery with your order number, a short description of the problem, and photos or a short video that show it.

Keep the item and its packaging until your claim is settled.

How we put it right

  • Replacement with the same item, shipped free, where it is available.
  • Refund in full to your original payment method, processed within 5 days of receiving the return.
  • Partial refund if the item is usable and you would rather keep it.

Manufacturer warranties

Some products also come with a manufacturer’s warranty. Where they do, the details are included with the product, and this does not affect your 30-day rights with us or your statutory rights. If you need help with a manufacturer claim, email us.

Contact us

Email is our preferred contact method and the quickest way to reach us about an order, a product or a return.