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CUSTOMER SERVICE POLICY

Only the Good

This has been Human Nature's promise since the beginning. Top-quality genuinely natural products and total customer satisfaction. That's the way it's been and that's the way it's going to stay.

You Deserve the Best
RETURN & EXCHANGE

We want the absolute best product experience for all of our customers. If for any reason you're not satisfied with your purchase - wherever you purchased it - just return it to the place you bought it from or get in touch with our Customer Service Team within 7 days from the date of purchase. We will get in touch with you to find out more about what went wrong with your experience and we will find a way to make it right. In most cases, this will be in the form of a replacement product or credit refund to be used at our online store. You will be required to send us information to ensure that we can use your feedback to improve in the future. We will also decide on a case-to-case basis if we require pictures to process your replacement or credit refund.  We may also require the faulty product for testing, depending on your complaint.

We will not sell products at full price if they have 3 months or less remaining shelf life.  If you have received a product with short shelf life (3 months or less) and your invoice reflects that you paid full price in error, we will rectify the situation, most likely through store credit.  Please get in touch with us so we can make things right.

We're here to serve you Mondays to Fridays, 9am-5pm, but you can of course drop us a line anytime and we'll respond ASAP.


We Value Your Trust
PRIVACY & SECURITY

Your privacy and security is important to us. This is why all the information you provide us is processed in a safe and secure manner. Your personal details such as contact information are saved on our site to help us deliver your orders and/or get in touch with you with further information such as changes in delivery date. Your credit card and/or online banking details are only required upon checkout and those details are not held on our site. Instead, you are redirected to MOLPay, a leading local payment gateway service provider and currently one of the most advanced in Malaysia. Their servers are secure and your information is encrypted when it is sent back to us upon approval of your successful payment (so even we can't see your information).

We never pass on details about our customers to third parties except when necessary as part of providing services to you (for example, deliveries of orders) or to meet legal or regulatory requirements.

Got orders? We've got you.

1. ONLINE ORDERING

Delivery takes just 3-4 working days within peninsular Malaysia and a little longer to Sabah and Sarawak

If you order just 1 item, a shipping and handling charge of RM8 is added to your total.

When you order 2 items, the system will automatically add RM5 to cover shipping and handling.

Order 3 items and that fee magically disappears!  That means FREE SHIPPING!

You can order online and pay by credit card, or via online banking. You can now also choose to pay for your order in CASH at 7-11 outlets all over the country.

Looking for your invoice? It’s in the system! It’s part of our efforts to go green and use less paper. It also means you can send your products directly to a loved one as a gift without worrying that they’ll get the invoice too!  Just log in with a username and password to view all your invoices.  The courier company and tracking number that corresponds with your order will also be sent to you via email so look out for that message as soon as your order is ready to be dispatched!

2. PAYMENT

All Orders can be placed online or offline, and can be paid using one of the following payment options:

  • Credit Card

    We accept MasterCard and Visa credit card payments through our payment gateway service provider. Your credit card info is protected on their secure servers and is encrypted when sent back to us upon approval of a successful transaction (so even we can’t see your credit card and banking details!).

    Because of this advanced security technology to protect your data, we are unable to accept credit cards for offline orders. Only the online site can automatically redirect you to the secure servers to process your credit card information upon checkout.  We are unable to do this offline.

  • Direct Online Bank Transfer (for online orders)

    You also have the option to place an online order and pay through online bank transfer, instead of your credit card, also using MOLPay's secure payment technology When you choose this option upon checkout, the site will automatically redirect you to your bank’s online banking platform (CIMB Clicks, Maybank2u, etc). Just follow the instructions to complete the payment. You will then be redirected back to our page to confirm status of your payment.

  • Bank Deposit (for orders processed offline – via email, SMS, Facebook, etc)

      Account Holder: Down to Earth Enterprise

      Account Number: 8003841004

      Bank Name: CIMB

    To place an order offline and pay via bank transfer, please send us the list of products (complete with your preferred size and scent if applicable) and quantity of each that you wish to order. You can send this via email, SMS, phone, Whatsapp or FB – whatever works for you!. We will write you back to confirm stock availability , best delivery date, and your total amount payable. Please transfer the full amount only after you have heard back from us with a confirmation of the total to pay, and if you agree with everything else about your order.

    Kindly ensure that you send us your full name and complete address with postcode and telephone number as required by the courier services, to make sure the products reach you without delay.

    *Please complete payment for your order within 3 working days and contact us when you have transferred the full payment. We will need the reference number (preferably payment confirmation in the form of a screenshot or copy of the deposit slip) to complete your order.   We will dispatch as soon as we can confirm that the funds are in our account.


3. OTHER WAYS TO BUY

  • Our VIP Resellers

    We have several VIP resellers around Malaysia who already love our products.  If you already know 1 or 2 of them, you can order Human Nature products through them, and arrange to pick up when you meet them next, or there's the option to deliver directly to you (a fee may apply).

  • Phone Orders

    You may call us to place an order at 016-26EARTH(32784) Mondays to Fridays, 9am-5pm, but we do have a slight preference for SMS to make sure everything is written out, leaving less room for communication errors.

  • Retail Outlets

    A select range of Human Nature products is available at retail outlets.  Find your nearest one here, but remember to call ahead to make sure they're carrying the products you're looking for, as some outlets carry only selected items.


And...Success!

You'll know that we have successfully received details of your purchase when you receive a confirmation email from us. You will also see a "Processing" status beside your order on your account dashboard, when you log in with your username and password.

When your order has been picked from our warehouse, packed, and arranged to be shipped out, we will email you with your shipping information including the chosen courier service provider and the tracking number. Items that are currently not available (sold out), are left out of the shipping notification. When the items are finally back in stock and ready to be shipped out, we will send you a separate notification with new shipping details.  There is no extra shipping charge for backordered items.  

When your online order is packed and shipped, your order status will change to “Complete” on your account dashboard.

Offline orders (received via email, SMS, phone, Whatsapp, FB, etc) will get a cash bill enclosed in their pack upon request only.

Pro Tip: Want your orders shipped as fast as possible? Order and pay before 2pm and we will endeavour to ship out on the same day!

We rely on the delivery services of excellent partner courier companies, but unfortunately we don't have control over the exact delivery time. We are able to accept special requests ("deliver in the morning/afternoon", "after 10am only", etc) which are clearly relayed to the courier service providers, and while we’ve had a good track record with them so far, we can’t always guarantee these requests will be granted.

We are also happy to take special requests from you to dispatch your items at a later date – for example if you wish to take advantage of a sale that is currently on, or you’re afraid items may run out of stock, or maybe you want your items to arrive at a work address on a Monday instead of Saturday. We can hold your items for up to 5 working days. Just let us know when you'd like us to ship, together with your order number immediately after your order has been placed or confirmed.

Pick 'Em Up
PICK UP POLICY

Some people prefer the convenience of picking up products in their own time. You do have the option of picking up your order – if you live in Penang, or are lucky enough to find yourself here on a short trip! You can pick up by appointment and you can arrange to pay upon pickup as well (no payment upon pickup on Sunday please). Just get in touch with us immediately after placing or confirming your order to ensure we’ve not already handed it over to the courier!


Sold Out? Chill out.
SOLD OUT PRODUCTS, DISCONTINUED ITEMS, & BACK ORDERS

As much as possible, our product pages on the website are updated to the minute to show when products are available or sold out.  There is also a restock date if an item is sold out.

If an item is sold out at the time of your order, just place a back order for the item and you'll receive it after the product has been restocked. Here's the great part: shipping is free of charge for all back orders! We highly recommend that you include the item in your shopping basket, even though it might be marked as 'backordered' as it will ensure that when the new shipment arrives, we have allocated the required quantity to you.

Certain promos may not include backordered items.  This means that should your order include any backordered items (items which are currently not in stock), we are not able to serve them in a separate shipment, and we will instead refund you the money in full.

Got something to say?
QUERIES & FEEDBACK

We love hearing from you!

We want to serve you the best way we can, so your feedback is very, very important to us. You may reach us via phone during office hours at 016-26EARTH (32784) or email us anytime at info@downtoearth.com.my and we will get back to you as soon as we can.

------------------------This Customer Service Policy may be modified at any time without prior notice------------------------