We offer free returns in case the products are received damaged or in case refund is requested through store credit / gift card. In any other case returns costs are customer responsibility (all returns will be subject to a UK based return address).
A refund will be processed only if the products are returned in new and resalable conditions with the original packaging. In case of returns lost by logistic company Naturcontact is not responsible and a refund won't be allowed, but the customer will be able to receive a refund by making a claim to logistic company for lost parcel.
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.co.uk or
give us a call at +44 7769346772 (Mon-Fri, 9am-1pm).
Returns due to late delivery, but still within 15 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 an administration fee of 20£ will be deducted from the refund. Alternatively, Naturcontact will send a new product, free of charge for the first time.
If the item is lost in transit by the logistic company Naturcontact ensures a free redelivery of the order. Naturcontact is not liable for refund in case of orders lost in transit and customer can request a refund directly by submitting a claim into logistic company website with the shipping information provided.
In case of a product returned without original packaging (including but not limited to cotton bag, thank you card and extra insoles) a deduction of 9.50£ will be applied to the total refund amount to cover repackaging costs and administration.