Return Policy

Return Address

1. Your 14-Day Right to Withdraw (EU Law)

Under European law, you have the right to withdraw from your purchase within 14 days of receiving your order without providing a reason, as long as the product is unopened and in original condition.

This is a legal right that cannot be waived. Our 30-day return policy (described below) exceeds this minimum requirement and is more customer-favorable.

2. Return Window

Standard Return Period

30 days from delivery date

You may return unopened, unused products within 30 days of receiving your order.

How We Calculate the Return Window

• The 30-day period begins on the date shown in your delivery confirmation
• The last day to initiate a return is the 30th day at 23:59 CET
• Returns initiated after this deadline will not be accepted

3. Return Conditions: What Must Be True

For a product to be eligible for return, it must meet ALL of the following conditions:

✓ Unopened & Unused

• The product must be completely unopened and unbreached
• The seal/wrapper must be intact
• No product has been removed from the container
• No visible signs of tampering or damage caused by you

Why this requirement: Hair color is a cosmetic product where hygiene is critical. Once opened, we cannot guarantee the product's safety or integrity.

✓ Original Packaging & Condition

• All original packaging, boxes, and inserts must be intact
• No stickers, labels, or original packaging have been removed or damaged
• The product has not been stored in ways that damaged the packaging

✓ Proof of Purchase

• Your order confirmation email or receipt
• Order number clearly stated in your return request

4. Return Shipping & Costs

Who Pays for Return Shipping?

For Buyer's Remorse / Change of Mind: You pay return shipping costs.

For Defective/Damaged Products: We cover return shipping (see Section 5 for defect process).

How to Minimize Return Shipping Costs

• Use the cheapest tracked shipping method available (typically €5–15 within EU)
• Proof of shipping is required for your return to be processed
• Keep your tracking number until refund is confirmed

5. Defective & Damaged Products

If you receive a product that is genuinely defective or damaged due to our fault, you qualify for a different return process:

Defective Products Include:

• Leaking or compromised containers
• Products with visible manufacturing defects
• Products received in damaged condition
• Incorrect products shipped in error

Defective Product Process

1. Contact us within 7 days of delivery at info@natuessence.it
2. Provide photos showing the defect clearly
3. We will respond within 2 business days
4. Options offered: Replacement, refund, or store credit
5. Shipping: We cover return shipping for confirmed defects

6. Non-Returnable Items

The following items CANNOT be returned under any circumstances:

✗ Cannot Return

• Opened, used, or partially used products
• Products past expiration or "best by" date
• Promotional or discounted items (final sale)
• Gift cards and store credit
• Digital products
• Customized or made-to-order products
• Samples and sample packs
• Items purchased on flash sale or special promotions

7. How to Initiate a Return

Step 1: Contact Us First

Step 2: Receive Return Authorization

Within 2 business days, we will respond with your return authorization and confirmation of the return address above.

Step 3: Pack & Ship

Step 4: Return Inspection & Processing

Once we receive your return:

1. We inspect the product (typically 3-5 business days)
2. We verify the condition meets return requirements
3. We process your refund if approved

8. Refund Amount & Deductions

Full Refund (No Deductions)

You receive 100% refund of the product price, PLUS refund of your original shipping costs.

Exception: Return shipping costs paid by you are NOT refunded (standard industry practice).

Restocking Fees

✓ No Fee Charged (Defects & Company Error)

• Product damaged due to our fault
• Incorrect product shipped
• Product genuinely defective upon arrival
• We cover return shipping in these cases

✗ 10% Restocking Fee (Buyer's Remorse)

• You changed your mind or product doesn't meet expectations
• Product is unopened, unused, but you no longer want it
• Example: €50 product = €45 refund (€5 restocking fee)

Please note: The 10% restocking fee applies only to voluntary returns under our extended 30-day policy. It does not apply when you exercise your statutory 14-day right of withdrawal, in which case you receive a full refund of the product price and original shipping.

9. Refund Timeline & Method

When Will I Receive My Refund?

• Refund processing: Within 14 days of us receiving your return
• Credit to your account: 3-5 business days after processing
• Total time: Typically 2-3 weeks from when we receive your package

How Will I Be Refunded?

• Primary method: Original payment method (credit card, PayPal, bank transfer, etc.)
• For credit card refunds: Appears as a credit on your next statement

10. Exchanges

We do not offer direct exchanges. If you want a different size, color, or product:

1. Return the original product (following this return policy)
2. Receive refund (less any applicable fees)
3. Place a new order for the desired product

11. Contact & Support

EU Consumer Rights Summary