RETURN AND REFUND POLICY
We have a 14-day return policy. This means you have 14 days from receiving your order to request a return, subject to the exceptions described below and applicable law.
To be eligible for a return, your item must be in the same condition that you received it, unused, unopened, and in its original packaging.
For sealed products, the safety or protective seal must be intact.
You’ll also need the receipt, order confirmation, or other proof of purchase.
To start a return, you can contact us at:
If your return request is accepted, we’ll provide instructions on how and where to send your package.
Items sent back to us without first requesting a return may not be accepted.
You can always contact us for any return question at contact@naturogy.com.
DAMAGES AND ISSUES
Please inspect your order upon reception.
If an item is defective, damaged or if you receive the wrong item, please contact us as soon as possible at contact@naturogy.com so that we can evaluate the issue and find an appropriate solution.
To help us assess your claim, we may ask for:
- your order number;
- a description of the problem;
- photographs of the product you received;
- photographs of the packaging or shipping label, if applicable.
If we confirm that the product was received damaged, defective, or incorrect, we will offer an appropriate solution in accordance with applicable law.
The solution may include, depending on the circumstances, a replacement or a refund.
Your legal rights in relation to faulty, damaged, or non-conforming products remain unaffected.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of products cannot be returned where provided by applicable law.
For health protection and hygiene reasons, we cannot accept returns of sealed products that have been opened or whose safety or protective seal has been removed after delivery, when such products are not suitable for return for health protection or hygiene reasons.
In particular, unless otherwise required by applicable law, we cannot accept returns of supplements or other consumable products that have been:
- opened;
- used;
- partially consumed;
- missing their safety or protective seal;
- altered after delivery; or
- stored in a manner inconsistent with applicable instructions.
We also cannot accept returns of perishable goods when a legally provided exception applies.
These exceptions do not limit your rights if a product is faulty, damaged, non-conforming, or was supplied incorrectly.
If you have questions or concerns about whether your item is eligible for return, please contact us at contact@naturogy.com before returning it.
14 DAY CANCELLATION RIGHT IN THE EUROPEAN UNION
If your order is being shipped to a consumer in the European Union and the right of withdrawal provided for by current regulations applies, you have the right to cancel or return your order within 14 days, for any reason and without justification.
To exercise your right of withdrawal, you must clearly and unequivocally inform us of your decision to withdraw within the 14-day period.
You can contact us at:
The communication must include sufficient information to allow us to identify the order and the customer.
The right of withdrawal is subject to the exceptions provided by applicable law, including exceptions relating to sealed products which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery.
After communicating your decision to withdraw, you must return the products without undue delay and, in any event, within 14 days from the communication of withdrawal, unless otherwise indicated by applicable law.
You will be responsible for the direct costs of returning the products in case of withdrawal, except when:
- we have expressly agreed to bear such costs; or
- applicable law provides otherwise.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods, within the limits provided by applicable law.
RETURN COSTS
For returns due to a change of mind or the exercise of the right of withdrawal, the direct costs of return shipping are the responsibility of the customer, unless otherwise indicated by us or unless otherwise provided by applicable law.
If we confirm that the product received is faulty, damaged or incorrect, reasonable return costs will be handled in accordance with applicable law and the instructions provided by our customer service.
Do not send a product to an address without first receiving return instructions.
Naturogy is not responsible for products sent to an incorrect address or returned without following the provided instructions, unless otherwise provided by applicable law.
EXCHANGES
If you wish to exchange a product, please contact us at contact@naturogy.com.
Eligibility for exchange will depend on the product's condition, the availability of the requested item, and the exceptions provided in this Policy.
For consumable, opened, or unsealed products, an exchange may not be available due to health protection or hygiene reasons, except in the case of a faulty, damaged, incorrect product, or when required by applicable law.
In some cases, the quickest way to ensure you get what you want is to return the item you have, and once the return is approved, make a separate purchase for the new item.
REFUNDS
We will notify you once we’ve received and, where necessary, inspected your return.
If the refund is approved, you’ll be automatically refunded on your original payment method, unless otherwise expressly agreed and permitted by applicable law.
In case of valid exercise of the right of withdrawal in the European Union, we will refund payments due under applicable law, including, where required, the costs of the standard delivery method originally offered.
Any additional costs resulting from choosing a more expensive delivery method than the cheapest standard method offered by us may not be refunded.
The refund will be processed without undue delay and, where applicable to the right of withdrawal, within 14 days from the day on which we are informed of your decision to withdraw.
We may withhold the refund until we have received the returned goods or you have supplied evidence of having sent back the goods, whichever is the earliest, within the limits provided by applicable law.
Once your refund has been processed by us, your bank, card issuer, or payment service provider may take additional time to post the refund to your account.
If more than 15 business days have passed since we’ve confirmed your refund has been processed, please contact us at contact@naturogy.com.
ORDER CANCELLATION
If you wish to cancel an order, please contact us as soon as possible at contact@naturogy.com.
We cannot guarantee that an order can be cancelled after it has been processed, prepared, or handed over to the carrier.
If the order has already been shipped, you may need to wait for delivery and follow the applicable return procedure.
The rights of withdrawal and other mandatory rights provided by applicable law remain unaffected.
CONTACT US
For questions relating to returns, refunds, exchanges, or cancellations, you can contact us at the following address:
Email: contact@naturogy.com
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