Refund policy
What is your returns policy?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@natvia.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@natvia.com.
Damages and issues
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
For damaged stock, you will need to provide us with:
- A Manufacturing Date or Expiry Date as well as batch number printed on pack
- A description of the issue
- Supporting images so we can better understand the issue
Send this information across to info@natvia.com.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not, or if the product will be replaced. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
What do I do if I receive a faulty item in my order?
If you've discovered a fault with your product, please get in touch with our Customer Care Team straight away. Please email info@natvia.com. You will need to provide the following details:
- Your order number
- Details of the faulty item
- Description of the fault
- Supporting images
