Returns, Refunds & Order Assistance

1. Returns and Refunds

At Naturva, our goal is to make eligible return and refund requests clear and manageable. The guidelines below describe when merchandise may qualify for return, the timeframe for submitting a request, and the general process used to review and issue approved refunds.

1.1 Conditions for an Eligible Return

• Returned merchandise must remain unused, unopened, and in its original condition and should include the original packaging, accessories, parts, manuals, instructions, documentation, and any other materials originally supplied with the item.
• A qualifying return request must be submitted within 30 days after confirmed delivery of the order.
• Sufficient purchase details must be provided so the original transaction can be located and verified, such as the relevant order number or another acceptable form of order confirmation.
• For approved returns, customers are encouraged to use a shipping service that includes tracking so the parcel can be followed until it reaches the designated return destination.

1.2 Products Excluded From Return

• Consumable items that have been opened, used, sampled, tested, modified, or otherwise changed after delivery.
• Downloadable products, digital merchandise, electronically delivered materials, and electronic gift cards.
• Items produced, personalized, assembled, customized, manufactured, or prepared specifically according to an individual customer’s instructions or specifications.
• Products identified as Final Sale before the customer completes the purchase.
• Merchandise affected by improper use, accidental damage, neglect, unsuitable storage, unauthorized alterations, inadequate care, mishandling, or use outside the product’s intended purpose.

1.3 Refund Review and Processing Time

Once an approved return is delivered to the designated return address, the item may be inspected to verify compliance with the applicable return conditions. When a refund is accepted, Naturva will normally begin processing it within 7–10 business days through the payment method originally used for the order. The time required for the refunded funds to appear may vary depending on the customer’s bank, payment provider, card issuer, or other financial institution.

1.4 Shipping Charges and Return Expenses

• Charges paid for the original shipment are generally not refundable unless Naturva verifies that the delivered product was incorrect, defective, or damaged upon arrival.
• Customers are normally responsible for the cost of returning merchandise unless our support team expressly confirms another arrangement for the specific request.
• If a qualifying return is subject to a restocking fee, any applicable amount or requirement will be communicated before the return process is finalized.

2. Order Cancellation Requests

If you need to cancel an order, we recommend submitting the request as quickly as possible after checkout. Cancellation availability depends on how far the order has progressed through fulfillment at the time the request is received. If processing has reached a point where shipment cannot reasonably be interrupted, cancellation may no longer be available. Once the package has been delivered, eligible products may instead be handled under the return conditions described above.

2.1 When an Order May Be Cancelled

• The cancellation request must be received before order fulfillment has progressed beyond the point where dispatch can reasonably be stopped.
• Personalized, custom, made-to-order, or specially prepared merchandise may no longer qualify for cancellation after production, preparation, or customization has begun.
• Orders already entered into the shipping process will normally need to be managed through the relevant return procedure after successful delivery.

2.2 Requesting an Order Cancellation

To submit a cancellation request, use the Contact Us page and include your order number together with the email address associated with the purchase. The Naturva support team will check the current fulfillment stage and determine whether the order can still be cancelled.

2.3 Orders Already Dispatched

• If shipment has already occurred, customers will generally need to wait until delivery and then submit an eligible return request in accordance with the standard return policy.
• When a package leaves the fulfillment process before a cancellation can be completed, any applicable return shipping expense may remain the customer’s responsibility depending on the circumstances.

3. Product Replacements and Exchanges

When a product arrives damaged, appears to contain a defect, or is materially different from the item that was ordered, Naturva may review the reported problem and determine an appropriate resolution where applicable. Eligible replacement requests should be made within 7 days of confirmed delivery and should contain the related order number together with clear photographs or other supporting evidence relevant to the issue.

3.1 Requirements for Replacement Requests

• Whenever reasonably possible, the reported item should remain unused and should be retained with its original packaging, included parts, accessories, manuals, instructions, documentation, and other materials supplied with the shipment.
• Any replacement is dependent on current product availability. Where the same item is unavailable, another suitable resolution may be proposed according to the circumstances.
• After a reported issue is assessed and approved, Naturva may issue return instructions or, where appropriate, provide a prepaid return label for the affected merchandise.

4. Support for Returns, Refunds, Cancellations & Replacements

For help with an eligible return, approved refund, cancellation request, exchange, or product replacement, contact Naturva using our Contact Us page. Including your order number and complete, accurate information about the request will help our support team locate the transaction and review the matter more efficiently.