Exchanges and Returns

Exchanges and Returns

At NAUA Natural Care, the customer has 14 days to exchange or return a product. In order for us to accept the exchange/return, the product needs to be in perfect condition: not used and with the original undamaged box. In case of an exchange/return, the customer must contact The return cost is borne by the customer.

In the event that the return request is at the origin of a logistical error by NAUA, NAUA, after contacting the customer, will proceed with the collection of the article, assuming the costs of the return, as well as the shipping costs of the correct product.

Returns (due to logistical errors) will only be accepted within the stipulated period - 14 days after receiving the order - and exchanges are subject to stock availability. In case of unavailability of the product and/or out of stock, the customer will be informed of the partial or total cancellation of their order with the right to a refund of the respective amount paid.

Defective Items

In the event of a notorious anomaly of the product received, the customer must contact NAUA within 14 days (after receiving the order), which will assess the situation and collect the article at no cost, if this proves necessary. If the product is defective, it can be exchanged for a new item of the same 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 the same 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 verified, the item is returned to the customer, against payment for the shipment (amount to be verified depending on the destination address, to be made by bank transfer to an account to be indicated).

Products not sent
In the event that the customer receives an order with missing product(s), the customer has 14 days after receiving the order to report the event. Except prior notice, all products are shipped in the same order.