Refund and Returns Policy
The right to withdraw from the contract
The website www.natuir.si enables the purchase of non-prescription food supplements and nutrition, cosmetics and other products remotely.
In case of an error on the part of the online shop Natuir.com when delivering any goods to you, you can contact us by email – info@natuir.com to quickly resolve the issue and reach a general agreement. In such cases, contacting us is the key to successfully resolving the situation.
Replacement of goods is carried out in the event of an incorrectly formed shipment due to the fault of the Natuir online shop. To resolve this issue, please contact us by email: info@natuir.com
If, in accordance with the Consumer Protection Act (Official Gazette of the Republic of Slovenia, No. 130/22; hereinafter: ZVPot-1), you are considered a consumer, when shopping in an online store, you have the right to, in the case of a contract concluded at a distance, within fourteen (14) days of receiving the goods, notify that you withdraw from the contract in whole or in part, without having to give a reason for your decision.
The deadline from the previous paragraph comes into effect on the day of delivery of the goods. The only cost you incur in connection with the withdrawal from the contract is the cost of returning the goods, which is charged according to the price list of the delivery service. You must return the goods to us no later than within 14 days of sending the notice of withdrawal from the contract, namely to the address: Natuir, Dolenjska cesta 242, 1000 Ljubljana, Slovenija.
You can notify your resignation:
– via e-mail info@natuir.com with a completed form,
– enclose a completed form by post together with the goods in the package.
You must return the goods to us undamaged and in an unchanged quantity, you can only inspect and test the goods to the extent that is absolutely necessary to determine the nature, properties and functioning of the goods. You are responsible for the reduction in the value of the goods in the event that the deficit is the result of conduct that is not absolutely necessary to determine the nature, properties and functioning of the goods. You may not use the goods unhindered until you withdraw from the contract.
We specifically warn you that the majority of goods available for purchase in the online store are goods that are security sealed for health protection or hygiene reasons (e.g. foil on the outside of the packaging, seal under the cap, seal sticker on the packaging) . In the event that in such cases you open the security seal after receiving the goods, you can no longer withdraw from the contract in accordance with ZVPot-1, unless we specifically agree on this.
When withdrawing from a contract where a discount code or promotional code has been used, only the amount actually paid will be refunded. If you received a bonus in the form of a free product when ordering, you must also return this product to us upon withdrawal from the contract.
Remittances received, including delivery costs (except for additional costs due to the selection of a delivery method other than the most affordable and standard form of delivery) will be returned to you as soon as possible, but no later than within 14 days of receipt of the notice of withdrawal from the contract, at whereby we reserve the right to withhold the refund of payments received until we receive the returned goods or until we receive the appropriate proof that the goods have been sent to our address. We will return the remittances received to you using the same payment method that you used, unless you have expressly agreed to use a different payment method and we do not bear any costs as a result. In the event that you make the purchase by cash on delivery, the refund is arranged by transfer to the transaction account that you inform us of in the notice of withdrawal from the contract.
The returned goods must be accompanied by a copy of the invoice and your personal information together with the personal bank account number (IBAN) to which we return the remittance received.
If the goods do not work properly or do not meet your expectations, you can write to us at any time via the contact form or send us a message to the e-mail address customers@natuir.com. In this way, you will avoid possible incorrect use of the goods, damage to the goods themselves and possible damage to yourself or other things.
Unless we agree otherwise, you do not have the right to withdraw from the contract in accordance with ZVPot-1 in the case of contracts:
– about goods or services, the price of which depends on fluctuations in the market over which we have no influence, but which may occur during the withdrawal period from the contract;
– about goods that are manufactured according to your exact instructions and adapted to your personal needs;
– about goods that are perishable or expire quickly;
– about the provision of a service that obliges you to pay if we fulfill the contract in full and the provision of the service began based on your express prior consent and with the consent that you lose the right to withdraw from the contract when we fulfill it in full;
– about the delivery of sealed audio or video recordings and computer programs, if the consumer has damaged the security seal after receipt;
– on the delivery of goods which, due to their nature, are inseparably mixed with other items.
Need help?
Contact us at сustomers@natuir.com for questions related to returns.