Refund policy

The Nature Queen

At The Nature Queen, we take pride in providing high-quality natural products. Your satisfaction is important to us, and we aim to ensure every order arrives in excellent condition.

Please read our Refund & Returns Policy carefully before placing an order, particularly when purchasing fresh, chilled, frozen or other perishable products.

1. 30-Day Return Policy

We offer a 30-day return policy on eligible products, meaning you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition in which you received it, unused, unopened where applicable, and in its original packaging, with proof of purchase.

To request a return, please contact us at info@thenaturequeen.com.

If your return is accepted, we will provide instructions for returning your item.

Items returned without first requesting a return may not be accepted.

Certain perishable products are excluded from change-of-mind returns, as explained below. This does not affect your statutory rights.

2. Fresh, Frozen & Perishable Products

Our perishable product range includes:

  • Pure Cold-Pressed Sea Buckthorn Juice

  • Frozen Sea Buckthorn Berries

  • Sea Buckthorn & Ginger Immune Booster Shots

  • Fresh Royal Jelly

  • Other fresh, chilled or frozen food products

Due to their perishable nature, products liable to deteriorate or expire rapidly are not eligible for change-of-mind returns or cancellations where the applicable legal exemption applies.

This does not affect your statutory rights if goods are faulty, damaged or not as described.

3. Product Storage & Shelf Life

Our natural products require appropriate storage to maintain their freshness, quality and safety.

Customers should follow the storage instructions and date markings supplied with each product.

Pure Cold-Pressed Sea Buckthorn Juice

Our Sea Buckthorn Juice is cold-pressed, unpasteurised and contains no added preservatives.

  • Keep refrigerated at 0–4°C and consume within 7 days.

  • For longer-term storage, keep frozen according to the product instructions.

  • Do not consume beyond the applicable use-by date.

Prolonged refrigeration beyond the recommended period may lead to natural fermentation, gas formation, changes in appearance or spoilage.

Frozen Sea Buckthorn Berries

  • Keep frozen for longer-term storage.

  • If thawed, keep refrigerated and consume within 7 days, provided the product's validated instructions permit this.

  • Do not refreeze after thawing unless specifically instructed.

Sea Buckthorn & Ginger Immune Booster Shots

  • Keep refrigerated at the temperature specified on the product label.

  • Consume within 2 weeks, subject to the stated date marking.

  • Do not consume after the applicable use-by date.

Fresh Royal Jelly

  • Keep refrigerated at all times, according to the temperature instructions on the label.

  • Shelf life is normally up to 6 months when stored correctly, subject to the expiry date printed on the packaging.

  • Do not leave at room temperature for extended periods.

  • Always follow the date marking and storage instructions provided.

The stated storage periods apply only where the appropriate storage conditions are maintained and the product remains within its applicable shelf life.

4. Incorrect Storage & Product Deterioration

Fresh, chilled and frozen products are sensitive to temperature changes and improper handling.

Incorrect refrigeration, failure to freeze products when required, prolonged thawing or keeping products beyond their recommended storage period may affect their freshness, quality and safety.

Where products were supplied in satisfactory condition with appropriate storage information, The Nature Queen is not responsible for deterioration caused solely by incorrect storage or handling after delivery.

We assess all complaints individually, including the condition of the goods at delivery and whether appropriate storage instructions were provided.

Nothing in this section excludes customers' statutory rights.

5. Damaged, Defective or Spoiled Products

Please inspect your order upon delivery and contact us as soon as possible if:

  • A product arrives damaged, leaking or spoiled.

  • You receive the wrong product.

  • Items are missing from your order.

  • A product appears defective or unsuitable for consumption.

Please contact info@thenaturequeen.com with your order number, photographs where possible, and a description of the issue.

Prompt reporting helps us investigate perishable product concerns. However, delayed reporting does not automatically remove statutory consumer rights.

Each complaint will be reviewed fairly, and an appropriate remedy will be provided where required by law.

6. Exceptions & Non-Returnable Items

Certain products cannot be returned for change-of-mind reasons where permitted by law, including:

  • Goods liable to deteriorate or expire rapidly.

  • Custom-made or personalised products.

  • Sealed products unsuitable for return for health or hygiene reasons once unsealed after delivery, where the legal exemption applies.

Sale items remain subject to statutory consumer rights.

Gift cards are generally excluded from our voluntary returns policy, except where statutory rights apply.

7. Exchanges

The fastest way to obtain a different product is to return an eligible item, once the return has been accepted, and place a new order.

For faulty or incorrectly supplied goods, we will provide an appropriate remedy in accordance with UK consumer law.

8. Refunds

Once your eligible return has been received and inspected, or your product complaint has been assessed, we will notify you of the outcome.

Approved refunds will be issued to your original payment method unless otherwise agreed.

Refunds will be processed within the time limits required by applicable law.

Where goods are faulty or incorrectly supplied, reasonable return costs will be covered where legally required.

9. Statutory Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable consumer protection legislation.

Goods must be of satisfactory quality, fit for purpose and as described.

Customers may be entitled to a refund, replacement or other statutory remedy where goods do not meet these requirements.

10. Contact Us

For questions regarding refunds, returns, product quality or storage instructions, please contact:

The Nature Queen

Email: info@thenaturequeen.com

Website: www.thenaturequeen.com

We are committed to providing high-quality natural products and resolving customer concerns fairly and professionally.