Refund policy

Return and Refund Policy

At Natura, we want you to feel confident when shopping with us. We take pride in creating natural, high-quality pet products, and we want every order to arrive in great condition.

Returns

If you would like to return an item, please contact us within 14 days of receiving your order.
To be eligible for a return:
  • The item must be unused and in its original packaging
  • The item must be in a resalable condition
  • You must provide proof of purchase
Please note that for hygiene and safety reasons, we cannot accept returns of opened consumable pet products unless the item is faulty, damaged, or sent in error.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible and within 48 hours of delivery.
When getting in touch, please include:
  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging where relevant
We will review the issue and, where appropriate, offer a replacement, refund, or other suitable resolution.

Refunds

Once your return has been received and inspected, we will let you know if your refund has been approved.
If approved, your refund will be processed to your original payment method within 5 to 10 working days. Please note that it may take additional time for your bank or payment provider to process the refund.

Return Shipping

Customers are responsible for return postage costs unless the item is faulty, damaged, or incorrect.
We recommend using a tracked service, as we cannot be responsible for returns lost in transit.

Non-Returnable Items

We do not accept returns for:
  • Opened pet treats or supplements unless faulty
  • Perishable goods
  • Gift cards
  • Any item not in its original condition, unless the issue is due to our error

How to Start a Return

To request a return or report an issue with your order, please contact us with your order details and reason for the return.
Once approved, we will provide instructions for the next steps.

Your Consumer Rights

This policy does not affect your statutory rights under UK consumer law.

Contact

If you have any questions about returns or refunds, please contact us through your Shopify store contact details.