Variations in Natural Materials

Natural materials such as rattan, wood and plant fibres will have inherent variances in colour or grain pattern caused by nature. These differences are a natural characteristic of the materials and may not be perfectly captured in online images or images supplemented by our customer service for pre-sale enquiries.

Variations in Finishes

All natural materials have a variation in how they accept the finishing process.

Small indentations in the finishes may occur and are not classed as defects, as in most cases these occur due to the finishes covering natural air pockets in the material.

Finishes on the bottom or interior facing surfaces will be finished as deemed fit such as with sealant or lacquer and will not be polished or finished similarly to the top surfaces unless specified.


Variations in Measurements

Measurements will be true to ±2 cm. For custom-made items, Nature Native reserves the right to adjust the dimensions, and will advise you accordingly, as we deem fit for use and stability.

Variations from Online Images

The images displayed on our website are intended to provide a general representation of the products. Due to variations in lighting, screen settings, and photography techniques, the colour and appearance of the product may differ slightly from what is shown online.


By making a purchase, you acknowledge and accept that the aforementioned variances do not constitute a defect and are not grounds for returns or exchanges.

Lead times for pre-order or made to order pieces pieces are dependent on our incoming container shipment dates.

While we do our best to ensure the timely fulfilment of your orders accordingly, external factors beyond our control may lead to delays. The lead times are thus not guaranteed.

Items specially customised to your specifications (Made to Order) may not be cancelled due to delayed fulfilment. We apologise that we are not able to accept any cancellations once the production is in progress.

Please keep us informed within 3 working days from date of purchase if you wish to make any changes to your custom-made pieces. Kindly be advised that customised items are not eligible for our 14-day returns and exchanges.

Items marked as "As-Is," sample pieces, and floor models designated as Final Sale may contain inherent cosmetic defects, as reflected by the discounts offered by Nature Native. These items may not be returned or exchanged upon fulfilment, as indicated on the product page.

By agreeing to purchase and/or making payment, you acknowledge that you are aware of the above and release Nature Native from liability for any defects discovered on/after delivery. Any exchanges or store credit refunds for Final Sale items are at the discretion of Nature Native.

Please let us know by keying your request into the order notes or emailing us within 24 hours from placing your order. We are able to offer free storage of your order for up to 4 weeks from the "Estimated Arrival" / fulfilment period.

For warehouse space management, Nature Native may release your order back to stock and shuffle your order to the next container shipment after the free storage period. You will be notified prior.

All orders must be delivered within 6 months from the date of purchase, any further postponement will result in forfeit of your order without refund.

All delivery or fulfilment arrangements will be made as soon as your items are ready for dispatch. Any storage requests on a short notice are subject to discretion based on the available space at our warehouse.

For warehouse space management, Nature Native may release your order back to stock and shuffle your order to the next container shipment. You will be notified prior.

All orders must be delivered within 6 months from the date of purchase, any further postponement will result in forfeit of your order without refund.

While we make every effort to deliver your items within the estimated timeframe as arranged, delivery times may vary due to unforeseen circumstances such as traffic delays, weather conditions, or other factors beyond our control.

We seek your kind understanding in these instances and we will do our best to keep you informed of any service delays as soon as we receive further information from our engaged delivery service.

It is your responsibility to ensure that accurate information is provided at the time of purchase. We will use this information to communicate regarding your delivery. If you have to change your delivery address, please contact us before any delivery arrangements are made.

Should your order be erroneously accepted on your behalf by an unknown party due to your provision of an incorrect delivery address, no refund will be made by Nature Native for the lost order. The responsibility is also transferred to you to trace back the items should you wish to do so.

Please always double check the delivery details reflected in your e-receipt / order confirmation. Once our delivery service is out for delivery, additional charges will apply for change of addresses / redelivery to the correct address.

Please ensure that you or an appointed recipient are present within the agreed delivery timeframe to receive the items into your premises, especially for orders containing furniture and fragile items.

If no one is available to receive the delivery within the timeframe arranged, the delivery may be rescheduled and additional charges will apply.

Should you have special delivery instructions or requirements, please indicate in your order notes at the time of purchase, or when we get in touch on delivery arrangements. While we will do our best to accommodate your requests, we cannot guarantee fulfilment of all special instructions.

Inaccessible or unsafe delivery locations may result in delays and additional charges will apply for delivery cancellations.

Refusal of Entry by Building Management

It is your responsibility to place any deposit to the building management for moving goods into the premises should there be such a requirement. Some apartment complexes may have delivery timing restrictions imposed, please let us know when we get in touch on deliveries to avoid failed deliveries.

Nature Native reserves the right to reschedule the delivery and additional charges will apply.

Inaccessible Entryways

Please ensure the smooth transport of your purchases by checking measurements of furniture pieces against that of access areas or availability of alternative access such as cargo lifts.

Nature Native reserves the right to cancel the delivery should areas be deemed inaccessible by our delivery service. For such cancellations, a 20% restocking fee will apply.

Please be advised that our deliveries do not include staircarry and additional charges will apply if required. Kindly let us know when delivery arrangements are made so that we can ensure that manpower is catered for.

Additional fees at S$10 per manpower for each flight not accessible by elevator will be charged on every item carried. This charge is also applicable to stairs within landed properties or HDB maisonette, and will be collected by our delivery service on-site.

i.e. If you require 2 helpers to carry one armchair up one flight of stairs, the staircarry charges will be $20. In instances where there are two flights of stairs to get to the next level/storey, the charge will be $40.

If the request is made on-site due to inaccessible elevators, more time may be required for additional manpower to arrive and may result in delays. Additional charges will apply for rescheduling.

Should you opt to handle any staircarry on your own, you acknowledge that Nature Native and our engaged delivery service will not be liable for any damages discovered thereafter.

Unattended Doorstep Delivery

If you have requested for your items to be placed at your doorstep unattended, our delivery service will take a photo for proof of delivery. Nature Native and our engaged delivery service are not liable for any loss, theft or damage to your items thereafter.

Any reports of defects and damages will be assessed at the discretion of Nature Native.

Receiving Delivery & Inspection of Item(s)

If there are ongoing renovations within your premises, it is your responsibility to check the surroundings carefully and designate a safe area to place your item(s). Nature Native and our engaged delivery service are not responsible for any damages resulting from renovations or incidents caused by the surrounding environment.

On delivery, you or an appointed recipient shall inspect the item(s) delivered promptly and report any issues to our delivery service immediately, or within 24 hours of receipt.

You will also need to submit a form to provide a detailed description of fault and clear photos (and/or video, as appropriate) showing the damage. We will be in touch with you within 2 working days.

A one-time replacement with retrievals at no extra cost will be offered if your item(s) are deemed damaged or defective based on our assessment of photos and videos you have submitted in your request. If existing stocks are not be available, some pieces may take up to 12 weeks to be replaced and you will be advised accordingly.

Read more on our Product Warranty here.

Share details about your shipping policies, item returns, or customer service.

If you change your mind regarding the colour, size or any variant options selected for your order, you can reply on top of your original e-receipt for assistance with order edits before delivery arrangements. For item(s) customised to your specifications, there will be strictly no changes after 3 working days from date of purchase.

• If the item(s) of change are of higher value than original, an e-invoice will be sent for you to top-up the difference; please note that the update will only be made upon your prompt payment. Your order will be placed on hold during this time, and new lead times may be advised.
• If the item(s) of change are of lower value than original, you will be refunded the balance amount*. In instances when a delivery waiver is no longer valid as the minimum spend is not met, delivery fees will be charged or accounted for accordingly. All refunds* will take 14 working days to process and will be credited back to the original mode of payment. Nature Native reserves the right to change the mode of refund.

For all successful order edits, you will receive an updated e-receipt from us detailing the update. Kindly check that the items are correct and please reach us if you did not receive any notifications.

*Please note that a 5% charge will be applied to cover payment gateway and transaction fees for card payments. We kindly seek your understanding and appreciate your support. If you would like to be refunded the full value, you could opt for a store credit refund.

• If your order contains item(s) customised to your specifications / "Made to Order", we apologise that we are not able to accept any cancellations once the production is in progress. Please keep us informed within 3 working days from date of purchase if you wish to make any changes to your custom-made pieces.
  
  
• If your order contains item(s) in their original specifications / "Ready Stock" / "Pre-Order": We will issue you a refund* if your request is made before delivery arrangements. Please note that a return fee will apply if you change your mind after your order is delivered. This fee ranges from S$30 to S$60 to cover the return arrangements and will be deducted from your refund alongside card transaction fees*.
  

All refunds* will take 14 working days to process and will be credited back to the original mode of payment, unless you have requested for your refund to be made in store credits for future purchases.

Nature Native reserves the right to change the mode of refund.

*Please note that a 5% charge will be applied to cover payment gateway and transaction fees for card payments. We kindly seek your understanding and appreciate your support. If you would like to be refunded the full value, you could opt for a store credit refund.

We accept returns within 14 days of delivery/fulfilment. A return fee ranging from S$30 to S$60 will be charged and this amount will be deducted from your refund alongside card transaction fees*.

All refunds* will take 14 working days to process and will be credited back to the original mode of payment, unless you have requested for your refund to be made in store credits for future purchases.

EXCLUSIONS

We do not accept any returns in the following situations:

• Any item that is returned more than 14 days after delivery/fulfilment.
• Any item not in its original condition and packaging, is damaged, modified or missing parts for reasons not due to manufacturer’s error.
• Any item sold under as-is conditions, such as those marked down under "display" or "sample" sale are final.
• Any item that is customised to your specifications.
• Any item that is gifted to you; under discretionary circumstances, we may be able to exchange the gift item for something else of equal or lower value, or in store credits. Please ask us.

If you are returning the item because it is damaged or defective upon delivery, please indicate in your Returns & Exchanges Request and we will be in touch with you to advise further.

Please note that we reserve the right to decline returns based on the condition of the items returned.

If the original packaging has been disposed of, kindly pack the item in the best available packaging materials that you have to ensure safe transit back to us; you are encouraged to take photos of the item before pick-up by our delivery service.

*Please note that a 5% charge will be applied to cover payment gateway and transaction fees for card payments. We kindly seek your understanding and appreciate your support. If you would like to be refunded the full value, you could opt for a store credit refund.

We accept exchanges within 14 days of delivery/fulfilment. A return fee ranging from S$30 to S$60 will be charged and this amount, alongside card transaction fees*, will be accounted for in calculating the balance value for exchange.

Balance Value = Net Purchase Price - Return Fee

• If the exchange item(s) are of higher value than the balance value, an e-invoice will be sent for you to top-up the difference. Delivery charges will apply if new order value does not qualify for our free local delivery.
• If the exchange item(s) are of lower value than the balance value, you will be refunded the balance amount*, less delivery charges if applicable. All refunds* will take 14 working days to process and will be credited back to the original mode of payment, unless you have requested for your refund to be made in store credits. Nature Native reserves the right to change the mode of refund.
• If you are exchanging the item because it is damaged or defective, please indicate in your Returns & Exchanges Request and we will be in touch with you.

New lead times may apply for the exchange items, as indicated on the product pages at the time of exchange.

All refunds* will take 14 working days to process and will be credited back to the original mode of payment, unless you have requested for your refund to be made in store credits.

EXCLUSIONS

We do not accept any exchanges in the following situations:

• Any item that is returned more than 14 days after delivery/fulfilment.
• Any item not in its original condition and packaging, is damaged, modified or missing parts for reasons not due to manufacturer’s error.
• Any item sold under as-is conditions, such as those marked down under "display" or "sample" sale are final.
• Any item that is customised to your specifications.
• Any item that is gifted to you; under discretionary circumstances, we may be able to exchange the gift item for something else of equal or lower value, or in store credits. Please ask us.

Please note that we reserve the right to decline exchanges based on the condition of the items returned.

If the original packaging has been disposed of, kindly pack the item in the best available packaging materials that you have to ensure safe transit back to us; you are encouraged to take photos of the item before pick-up by our delivery service.

*Please note that a 5% charge will be applied to cover payment gateway and transaction fees for card payments. We kindly seek your understanding and appreciate your support. If you would like to be refunded the full value, you could opt for a store credit refund.