Terms and conditions

These conditions are agreed between the NAUA Natural Care online store www.naua.care and customers who place orders on the online store NAUA Natural Care. In the case of omission of any condition, this will be considered regulated by the customs and practices in force in the distance selling sector in accordance with the standards of Ethical Code and Fair Practices of the AMD Portuguese Direct Marketing Association.

Company information

Pegada Verde, Lda.
Rua Dr. Gomes Leal, n3A
2560-331 Torres Vedras
VAT: 509 194 419


The purpose of these conditions is to define the sales modalities between NAUA Natural Care and the customer, from ordering to services, through payment and delivery.


To place your order the customer must facilitate:

- your user code and password

- the information for delivery

The fact that the customer places his order is equivalent to full acceptance of the prices and description of the products available for sale as well as the general conditions of sale, which will be the only ones applicable to the contract thus concluded.

NAUA Natural Care will honor orders received online only up to the limit of available stock. In the absence of product availability, NAUA Natural Care undertakes to inform the customer as soon as possible. NAUA Natural Care reserves the right to refuse any order. In the event of cancellation of the order at the customer's discretion, NAUA Natural Care will proceed with the refund as soon as possible, the maximum period for the refund being 14 working days.


The delivery of orders will be made to the address indicated by the customer when placing the order. The costs and delivery times will be communicated to the customer at the time of ordering. The customer when placing his order is accepting these costs and delivery times. In the case of standard shipping, delivery may take between 2 and 5 business days. For payments after 3 pm, the shipping process will only start on the next business day. The shipping costs accepted by the customer at the time of purchase correspond to a service provided by NAUA or by its distribution partners that only aim to deliver that order from point A to point B (address indicated by the customer).

To monitor an order in progress, the customer can and should contact Customer Service of the corresponding distribution partners. Before the order is dispatched, an email is sent to the customer with the data to track your order. The purchase receipt / invoice will be sent with the order itself or by email.

If the customer does not claim the order with the carrier, within the time allowed and the order is returned to NAUA, then the customer will have to bear the transport costs of the new shipment. Free postage campaigns are only valid for the first shipments, and never for resending orders.


NAUA offers the customer several payment methods:

- Credit card

- Paypal

- MBWay

In the case of payment by credit card, the debit will be made at the time of confirmation of the purchase.

NAUA does not have access to its customers' payment data and will use all its efforts to ensure maximum confidentiality and security in the data transmitted over the internet. 

Exchanges and Returns

Any product purchased at www.naua.pt can be exchanged or refunded, and the customer must contact us via email hello@naua.pt. The exchange or return must be made within a maximum period of 14 days - during the Christmas period, we will also accept returns until January 6th.

Failure to pay the order within 48 hours after the date on which it was placed implies automatic cancellation.

Returned products must be in the same condition as they were delivered to the Customer, without any sign of use, and in the respective packaging. If the final value resulting from the exchange of products for an order is higher than the initial value of the same, the Customer will have to pay for the difference, using one of the available payment methods. If it is less than the initial amount, or in the event of a return, the Customer may request a refund of that amount by bank transfer to an account to be indicated.

NAUA does not accept exchanges / returns of articles of an intimate nature, nor of articles that present their original damaged packaging. Items sent for free, in the form of gifts or bonuses, will not be refunded. The shipping and banking costs associated with the return of products are borne, entirely and exclusively, by the Customer. NAUA reimburses the Client within a maximum period of 14 days after receiving the item.

In the event that the return is the source of a NAUA logistical error, NAUA, after contacting the customer, will proceed to collect the item, assuming the charges for the return, as well as the shipping costs for the correct product.

NAUA does not accept returns sent with postage paid or a refund.

Returns will only be accepted when within the stipulated period and exchanges are subject to stock availability. An unsatisfied exchange order automatically generates a refund and a consequent credit. In case of unavailability of the product and / or out of stock, the customer will be informed of the partial or total cancellation of his order with the right to a refund of the respective amount paid.

Defective Articles

In the event of a notorious anomaly of the product received, the customer must contact NAUA within 14 days from the date of receipt of the order, which will assess the situation and collect the item at no cost, in question if if necessary. In case of anomaly of the product, it can be exchanged for a new item of equal reference or refunded. If the customer opts for the refund option, it will be done within a maximum period of 14 days. If the customer chooses to exchange and the item of equal reference is not in stock, the customer may choose another item of equal value or refund the value of the defective item.

If the anomaly is not found, the item is returned to the customer, and the customer will have to pay the shipping amount of 2.95€, to be made by bank transfer to an account to be indicated.

Unsent Products

In case the customer receives an order with missing products, the customer has 14 days from the date of receipt of the order to report what happened. Except for prior notice, all products are shipped in the same order.


NAUA excludes all warranty and any liability for inconvenience or damage inherent to the use of the Internet network, in particular, a service disruption, an external intrusion or the presence of computer viruses, or any case of major force classified as so by case law courts, to the extent permitted by applicable law. 

Treatment of Personal Data

The customer authorizes NAUA to automatically process the personal data provided by the purchase order, in particular, by the use of cookies. In case the password is lost or forgotten, the customer can start the password recovery process in the Recover Password section.

NAUA Newsletter

The NAUA Newsletter designation is given to e-mailings with promotions, offers and information, sent directly to the customer's mailbox. The customer is automatically registered as soon as he registers with NAUA.

Total Agreement

The present Conditions of Sale constitute the total agreement between the parties in reference. In the event that one of the clauses of this contract is declared null and void, due to a legislative, normative change or sentence, it will not lose its validity, and compliance with these General Conditions of Sale is mandatory. NAUA reserves the right to change these Terms and Conditions at any time.

Transaction Conservation and Archiving

Archiving orders and invoices will be made on a reliable and durable medium to correspond to a faithful and lasting copy.

Applicable Law and Jurisdiction

Portuguese law applies to the conditions of this contract. The attribution of jurisdiction in the event of a dispute, and the lack of amicable agreement between the parties will be submitted to the competent courts of Portugal despite the plurality of defendants and / or whatever the type of procedures.

In the event of a dispute, the consumer, under Law No. 144/2015, may also resort to an Alternative Consumer Dispute Resolution Entity: CNIACC National Center for Consumer Conflict Information and Arbitration www.arbitragemdeconsumo.org.g).

Online Complaints Book

You can also make a complaint through the website - https://www.livroreclamacoes.pt