Thank you for shopping at Naturae Online Store. We want you to be completely satisfied with your purchase. Please take a moment to review our returns and exchange policy.
- Eligibility for Returns and Exchanges: We accept returns and exchanges for eligible items within 7 days from the date of delivery. To be eligible, the item must be unopened, unused, in its original packaging, labeling, and in the same condition as when you received it. Please note that certain items, such as perishable goods, and intimate or sanitary products are exempt from being returned or exchanged.
- Return Process: To initiate a return, please follow these steps: a. Contact our customer service team within the specified return period to notify us of your intention to return the item. You can reach us via email at sales@naturaeusa.com. Provide your order number, the item(s) you wish to return, and the reason for the return. We may request additional information or photos to process your request. Once your return request is approved, we will provide you with a return authorization number (RMA) and instructions on how to return the item. Pack the item securely in its original packaging, including any accessories, and affix the RMA number clearly on the package. Ship the item back to us using a trackable shipping method. The cost of return shipping will be your responsibility unless the return is due to a mistake on our part (e.g., wrong item shipped, damaged item).
- Refunds: Once we receive and inspect the returned item, we will notify you of the status of your refund. If your return is approved, a refund will be processed to your original payment method within 5-7 business days. Please note that the refund amount will exclude any original shipping charges unless the return is due to our error.
- Exchanges: If you wish to exchange an item for a different size, color, or a similar product of equal value, please follow the return process mentioned above. Once your return is received and approved, we will process the exchange and ship the new item to you. In the case of price differences, we will either refund or charge you the balance accordingly.
- Damaged or Defective Items: If you receive a damaged or defective item, please contact our customer service team immediately. We may request photos or additional information to assess the issue. We will work with you to resolve the problem by either providing a replacement, or issuing a refund, depending on the circumstances.
- Return Shipping Costs: Unless the return is due to our error, the cost of return shipping will be your responsibility. We recommend using a trackable shipping method to ensure safe and documented delivery.
Please note that this returns and exchange policy applies to purchases made through our online store. For returns or exchanges related to items purchased from one of our agents, resellers or distributors, please contact them directly.
If you have any further questions or require assistance regarding our returns and exchange policy, please feel free to contact our customer service team. We are here to help!
