Refund Policy – Naturcontact US index
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Refund policy

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We have a 30-day returns 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 as you received it: unworn or unused, with labels and in the original packaging. You will also need the receipt or proof of purchase.

 

To arrange a return, you can contact us at info@naturcontact.us
where you will receive further instructions.

 

If your return is accepted, the customer will receive detailed instructions on how and where to send the package. Items returned to us without first requesting a return will not be accepted.

If you have any questions about returns, you can always contact us at info@naturcontact.us

 

Damage and problems

Please check your order when you receive it and contact us immediately if the item is faulty, damaged or if you have received the wrong item so that we can assess and rectify the problem.

Exceptions / non-returnable items

We do not accept refunds for parcels lost due to incorrect or incomplete instructions to the courier or for products left in a safe place. Naturcontact will forward the courier's telephone number and the customer must contact the courier directly to solve delivery issues in case arise.

 

In case of parcel lost not due to wrong address refund is not accepted, but customer can request a new product for free. In this case free exchange won't be further applicable, and in case the new free product received needs to be exchanged it's possible for a fixed fee of 19.90$ per product.

 

Shoes claimed not to be waterproof are not to be considered faulty. For extreme conditions waterproofer spray is available for a 100% protection on prolonged and extreme time. A refund won't be possible if the shoes have been used before, but customers can request an exchange instead.

 

Customer is responsible to pay any return customs if applicable. A parcel stuck in customs, but proven to be shipped by customer is eligible for 50% refund.
 

Exchange policy

If the product received doesn't fit it can be exchanged and the first time it's free of charge. Customer will only pay for returning the product received and will receive for free the new product. To arrange an exchange contact Naturcontact at info@naturcontact.us within 30 days from order date.

 

 

14-day cancellation period

Notwithstanding the above, you have the right to return your order within 14 days of placing it, without giving any reason, if the item is shipped to UK. As described above, your item must be in the same condition as you received it: unworn or unused, with labels and in the original packaging. You will also need your receipt or proof of purchase. Due to Brexit, return shipping costs may increase and in some cases return shipping may not be the best option for the buyer. Naturcontact will be available to find the best solution for each case if required. Please contact the Naturcontact team by emailing info@naturcontact.us
 

Refund

We will notify you once we have received and reviewed your return and let you know whether or not the refund has been approved. If it is, you will receive an automatic refund to your original payment method within 10 working days. Please remember that it may take some time for your bank or credit card company to process and send the refund.
If more than 15 working days have passed since we authorised your return, please contact us at info@naturcontact.us

 

Returns due to late delivery, but still within 20 working days of the order date, will not be accepted if the cause of the delay is due to logistics and peak season (especially Black Friday and Christmas).

 

However, the customer will be notified immediately and will automatically receive a refund if the item does not arrive within three weeks.

 

Important: In case of a refund request, the package must be accepted and returned according to Naturcontact's instructions. A refused parcel cannot be refunded if it is not automatically returned to the sender by the logistics company.

 

Items purchased via pre-orders cannot be refunded before the product has been delivered. However, the customer has the right to return the products upon receipt and request a full refund or exchange in accordance with the Returns and Exchanges Policy.

 

In the event of the purchase of multiple Products in one order containing at least one pre-ordered item, the shipping date for the entire order will be the date specified for the pre-ordered item.

 

In the event of an incorrect address or missed delivery due to customer error or lack of information, Naturcontact will notify the customer immediately to arrange a solution with the courier.

 

If the customer has provided an incorrect or incomplete address, or if the customer refuses a parcel and the item is either returned to sender or lost by the logistics company, an administration fee of 25$ will be deducted from the refund. Alternatively, Naturcontact will send a new product, free of charge for the first time.