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Refund policy

Easy exchanges and UK returns

Free premium insured shipping

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30 days money back

guarantee

We have a 30-day returns policy, which means you have 30 days after placing your order 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 to our UK warehouse, you can contact us at info@naturcontact.co.uk
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.co.uk or give us a call at +44 7769346772 (Mon-Fri, 9am-1pm).

 

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 return request the customer will have to return the parcel at the address indicated by Naturcontact, depending on warehouses and logistic requirements. Returning the parcel to the sender by default or at the legal company address won't qualify for refund if not priorly agreed with Naturcontact by email.

 

Cancellation requests outside our working hours (Monday - Friday and Bank Holidays) are not guaranteed before orders are shipped. In this case customer can still return the parcel once received. Customer must inform Naturcontact at info@naturcontact.co.uk and return address will be provided.

 

Arctic Contact 3.0, Arctic Pro 3.0, Siberian Contact 3.0, Extreme Contact 2.0, Winter Mini Contact and Junior Contact 3.0 models are water resistant according to Standard IP65. Alaskan and Intemperia models are waterproof according to Standard IP67 and IP66 respectively. These IP values refer to the core material of the shoes and some water can still pass through the tongue / elastic bands and laces holes depending on shoes construction. All the other shoes are dust resistant / breathable & offer quick drying properties. Shoes claimed not to be waterproof by customers are not to be considered faulty or not fit for purpose and won't be eligible for refund in line with Consumer Rights Act 2015. For extreme and prolonged conditions a waterproofer spray is available for a 100% protection.

 

The customer must return the product(s) to the Naturcontact warehouse within 30 days of receiving return approval or the return address via email. Any return received after 30 days from the return approval date will not be eligible for a refund.

 

Our models Explorer Contact 2.0, Outdoor Contact 2.0,  Polar Pro Contact 2.0, Run+ Contact 2.0 and Zen Pro Contact 2.0 are in clearance, which means they are in sale up to 70% off to clear the stock. These models are NOT eligible for return. If you decide not to receive them please inform our team within 24 hours from order date. Once shipped and delivered you won't be eligible to return them anymore. Customer by purchasing them, unless the shoes are received damaged, refuses to make use Consumer Rights Act 2015. A failure to comply with this policy, in the event of a Klarna / Paypal dispute or a chargeback will result in a legal lawsuit against the customer under seller protection policy and the customer may face Court appearance and prosecution for fraud.

Exchange policy

If the product received doesn't fit it can be exchanged and the first time it's free of charge. the first exchange is free and Naturcontact will provide a return label in case of exchange request. To arrange an exchange contact Naturcontact at info@naturcontact.co.uk within 30 days from order date or visit our online portal here.

 

Please note that exchange is not free if the shoes are returned used and evidence is provided (for example with dirty sole). In this case Naturcontact warranty applies and customer can request an exchange according to our warranty terms and conditions.

 

Our exchange policy offers a free first exchange with a return label, while subsequent exchanges are allowed within 30 days from order date, but without a return label (it's customer responsibility to return the product to our UK warehouse); in case of a successful exchange and a subsequent request of return for a refund, this is possible provided it's still within 30 days from order date. In this case a deduction of 9.50£ for postage of the label initially provided and administration will be processed, unless customer opts for a refund via gift card, in which case a return label will be provided again, and the deduction of 9.50£will be waived.

 

Naturcontact will provide a return label in case the item received is damaged. If the item received is assessed as not damaged a deduction of 9.50£ will apply and will be removed from total refund value to consider return and administration costs. If an exchange request is approved and customer decides to receive a refund after received return label by Naturcontact a deduction of 9.50£ will apply and will be removed from total refund value to consider return and administration costs.

 

Naturcontact warranty applies for the first 12 months from order date. Naturcontact warranty covers accidental damage and quality arisen defects (not normal wear and tear). In order to start a warranty claim please send an email at info@naturcontact.co.uk. Naturcontact warranty is subject to 14.90£ excess per product (plus price difference in case the replacement will be a different product) and when a claim is accepted a brand new pair will be provided.

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.co.uk.
 

Returns / Refund policy

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.