The short version

True Natura is currently a catalog and buyer-introduction front, so it does not accept direct retail orders or issue checkout refunds. Returns, defects, replacements, and refunds are governed by the written terms agreed between the buyer and the selected exporter.

Who can return

This policy explains the current boundary for True Natura. Product and trade disputes should be raised through the SriLankaExport Trade Desk and the exporter contract for the relevant engagement.

True Natura is operated by Harker International (Private) Limited (Registration No. PV 00338032), based in Kandy, Sri Lanka. All refunds and returns are processed by us under Sri Lankan law.

Eligibility

To be eligible for a return, your item must meet all of the following:

• Returned within 14 calendar days of the delivery date shown on your tracking record.
• Unused, in the same condition you received it.
• In the original packaging, with any tags or seals intact.
• Accompanied by your order number (or order confirmation email).

What we don’t accept returns on

Because of food-safety, hygiene, and biosecurity rules, the following categories cannot be returned once dispatched, except in the case of arrival damage or product defect:

• Opened loose spices and dried herbs — once a sealed packet is opened, food-safety chain-of-custody is broken.
• Live plants, cuttings, and seeds — once dispatched, plant material cannot legally re-cross international quarantine boundaries.
• Custom or bespoke furniture orders — handcrafted items made to a specific spec.
• Gift cards — non-refundable, non-exchangeable.
• Items marked “Final Sale” at the point of purchase.

If your order arrives damaged or defective

Inspect parcels at delivery. If anything is wrong — broken packaging, damaged contents, missing items, or product defect — contact us within 14 days with photos:

• Photograph the parcel exterior before fully unpacking.
• Photograph the damaged contents.
• Email info@truenatura.com with your order number and the photos.

We will either re-send the order or refund in full, at your choice. Damaged perishable items (live plants that arrive dead or wilted, spices that arrived spoiled) are covered under this same process.

How to start a return

1. Email info@truenatura.com with your order number and the items you wish to return. Include the reason for return.
2. We’ll confirm eligibility and send you our return address (in Sri Lanka or our US correspondence office, depending on your region).
3. Pack the item securely with proof of purchase and ship using a tracked courier.
4. Once we receive and inspect the return, we issue the refund.

Refund timing

Once we receive the returned item and confirm it’s in eligible condition, refunds are processed:

• Credit and debit cards (via Stripe) — 5–10 business days to appear on your statement, depending on your bank.
• Apple Pay and Google Pay — same timing as the underlying card (typically 5–10 business days, since the refund goes back through the linked card network).

If 14 business days have passed since we confirmed your refund and you haven’t received it, contact your bank first (refund holds are common on issuer side). If still nothing, email us — we’ll provide proof of refund and follow up with our payment processor.

Exchanges

We don’t offer direct exchanges (item-for-item). Instead, return the item under this policy for a refund and place a new order for the item you want. This keeps refund timing predictable and ensures the new item is reserved from current stock.

Cancellation before dispatch

If you change your mind before your order has been dispatched (typically within the first 24–48 hours after ordering), email us as quickly as possible. If the order hasn’t entered final packing, we can cancel and refund in full. Once the parcel is with the courier, the return process above applies.

Late or missing refunds

If you haven’t received your refund within the timing windows above:

1. Check your bank/card statement carefully (refunds sometimes appear under “credit” rather than as a refund line).
2. Contact your card issuer — they may be holding the refund for processing.
3. If the above doesn’t resolve it, email info@truenatura.com and we’ll investigate with our payment processor.

Governing law

This policy is governed by the laws of the Democratic Socialist Republic of Sri Lanka. Nothing in this policy excludes statutory consumer-protection rights you may have under the laws of your country of residence.

Contact

Harker International (Private) Limited
Kandy, Sri Lanka
Returns email: info@truenatura.com
Legal: info@harker.international