Refund policy

24naturals

Last updated: 7 August 2026

This policy sets out when you can return an item to 24naturals, the condition it must be in, who pays for return postage, and how long a refund takes. Nothing here affects the rights you have under applicable consumer law.

1. Return window

You may request a return within 30 days from delivery. Requests made after that window cannot be accepted, unless the item is faulty.

2. Condition of returned items

To be accepted, an item must be:

• Unworn and unused, in the condition it arrived in
• In its original packaging, with any tags, inserts and sealed wrapping intact
• Complete, including straps, sleeves, spare pads and any accessories supplied with it

3. Items we cannot accept back

Because much of our range sits directly against the skin, some items cannot be resold once they have been worn. For hygiene reasons we cannot accept:

• Compression socks, sleeves, braces and supports that have been worn, washed or removed from sealed packaging
• Insoles, gel pads, toe separators and other foot-care items whose hygiene seal has been broken
• Items returned without their original packaging

This restriction does not apply if the item is faulty, damaged in transit, or not what you ordered. In those cases we replace or refund it in full and cover the postage both ways.

4. How to start a return

Email support@24naturals.com with your order number, the item you want to return and a one-line reason. We reply within 24 hours on business days with a return authorisation and the address to send to.

Return instructions and the correct address are issued with that authorisation, and they vary by item. Please do not send anything back before you have it — unannounced parcels cannot be matched to an order and may be refused.

5. Return postage

Once a return is approved, the item must be sent back within 14 days from the date your return is approved. Return postage is paid by the customer, except where the item is damaged, faulty or was sent in error, in which case we cover it. We recommend a tracked service, as we cannot refund a return that never arrives.

6. Refunds

Return window	30 days from delivery
Ship-back deadline	14 days from the date your return is approved
Return postage	Customer, unless the item is damaged, faulty or incorrect
Refund issued	5–7 business days after we receive the return
Bank posting	A further 5–10 business days

We inspect returns on arrival and issue the refund within 5–7 business days to the original payment method. Your bank or card issuer then needs a further 5–10 business days to post the money to your account. Original shipping was free, so there is nothing to deduct.

7. Damaged, faulty or incorrect items

Tell us within 48 hours of delivery of delivery for transit damage, and as soon as you notice it for a fault or a wrong item. Send your order number and photographs. We will send a replacement or refund you in full, and we pay the postage.

8. Exchanges

We do not run exchanges. If you need a different size or a different model, return the original item under this policy for a refund and place a new order. This is faster than an exchange, because your replacement is not waiting on the return to arrive first.

9. Sizing

Every product page carries a sizing table with the measurements we hold for that item. If you are between sizes or unsure, email us before you order and we will tell you what the measurements say. Sizing questions answered before purchase avoid most returns.

10. Cancellations and changes

Orders can be changed or cancelled free of charge within 12 hours of being placed, provided they have not yet been dispatched. After dispatch, the return process above applies.

11. Refunds we cannot issue

We cannot refund items returned outside the stated window, items returned in used condition where the hygiene restriction in section 3 applies, or items lost on their way back to us where no tracked service was used.

12. Related policies

See our Shipping Policy for delivery times and lost parcels, and our Disclaimer for what our products are and are not intended to do.