Refund and Returns Policy
We want you to love what you order from Cantrell Naturals. If something isn’t right, we’ll do our best to make it right.
Because we sell natural personal care products, we do have to hold to a few rules around hygiene and safety. Please read through this policy before requesting a return.
Return Window
You have 30 days from the date your order is delivered to request a return.
Requests made after 30 days can’t be accepted, though we’d still like to hear from you — reach out and we’ll see what we can do.
What Can Be Returned
To be eligible for a return, your item must be:
- Unopened and unused, with any original seals intact
- In its original packaging, including boxes, labels, and inserts
- Accompanied by your order number or proof of purchase
What Can't Be Returned
For health and safety reasons, we cannot accept returns on:
- Products that have been opened, used, or had their seal broken
- Items marked final sale or clearance
- Gift cards
- Custom, personalized, or made-to-order products
- Free gifts and promotional items
- Items returned without prior authorization from our team
How to Start a Return
- Email us at support@cantrellnaturals.com with your order number and the item or items you’d like to return.
- Tell us briefly what went wrong — it genuinely helps us improve.
- We’ll reply within 1–2 business days with return authorization and the address to ship to.
Please don’t send anything back before you hear from us. Unauthorized returns can’t be processed or refunded.
Return Shipping
If you've changed your mind
Return shipping is your responsibility. We recommend a trackable service, as we can’t be responsible for packages that don’t reach us.
If we made a mistake
Wrong item, missing item, or a damaged product — we cover return shipping entirely, and you won’t pay a cent extra.
Original shipping charges are non-refundable unless the return is the result of our error.
We do not charge restocking fees.
Refunds
Once your return arrives and passes inspection, we’ll email you to confirm.
Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take an additional billing cycle for the credit to appear on your statement.
If you’d prefer store credit instead of a refund, let us know when you start your return — we’re happy to arrange it.
Damaged, Defective, or Incorrect Items
Things occasionally go wrong in transit. If your order arrives damaged, leaking, or simply isn’t what you ordered, contact us within 7 days of delivery at support@cantrellnaturals.com and include:
Your order number
Photos of the item and the outer packaging
We’ll send a replacement or issue a full refund, whichever you prefer. You won’t need to ship the damaged item back unless we specifically ask.
Exchanges
The fastest way to exchange an item is to return the original for a refund and place a new order for what you’d rather have. If that isn’t practical for you, email us and we’ll sort out a direct exchange.
Order Cancellations and Changes
We pack orders quickly, so let us know as soon as possible.
Email support@cantrellnaturals.com within [12] hours of ordering and we’ll cancel or amend it if it hasn’t already shipped. Once a parcel is with the carrier, it falls under the return process above.
Sensitivities and Reactions
Our products are made with natural botanical ingredients, and natural doesn’t always mean suitable for everyone. Full ingredient lists appear on every product page — please review them carefully, and patch test on a small area of skin before full use if you have sensitive skin or known allergies.
If you experience a reaction, stop using the product and contact us. We’ll work with you individually to put it right, even if the item has been opened.
This policy isn’t medical advice. If you have a serious reaction, please speak to a healthcare professional.
Late or Missing Refunds
If it’s been more than 10 business days since we confirmed your refund and you still don’t see it:
- Check your bank account again
- Contact your card issuer or bank — processing times on their end vary
- Still nothing? Email us and we’ll chase it down with you
Gifts
If an item was marked as a gift when purchased and shipped directly to you, we’ll issue a gift credit for the value of the return. If the order was shipped to the gift giver, the refund goes to them.
Your Statutory Rights
Nothing in this policy limits any rights you have under applicable consumer protection law.
Questions?
We’re a small team and we read every message.
Phone
Returns Address
Hours
derrick@cantrellinternational.net
(000) 000-0000
Street Address, City, State ZIP
Monday–Friday, 9:00 AM – 5:00 PM EST