Refund policy

30-Day Return Policy

We want you to be happy with your Natusto purchase. You may request a return within 30 days of receiving your order.

Returns requested within the first 14 days after delivery are eligible for a refund to the original payment method, subject to the conditions below.

Returns requested between day 15 and day 30 after delivery are eligible for store credit only.

To be eligible for a return, the item must be in the same condition in which it was received: unworn, unused, with any original tags attached and in its original packaging. You will also need your receipt or other proof of purchase.

To start a return, contact us at hello@natusto.com. We will provide return instructions and the return address after your request has been reviewed.

Items returned without first contacting us will not be accepted.

Return Shipping

Unless the item is defective, damaged or incorrect, the customer is responsible for the cost of return shipping.

We recommend using a tracked shipping service, as Natusto cannot be responsible for returned parcels that are lost in transit.

For returns made under the statutory European Union right of withdrawal, the original standard delivery cost will be refunded where required by law. Additional delivery charges resulting from choosing a more expensive shipping option are not refundable.

Damages and Incorrect Items

Please inspect your order when it arrives.

Contact us promptly at hello@natusto.com if your item is defective, damaged or incorrect. Include your order number and clear photographs so we can assess the issue and make it right.

Claims involving defective, damaged or incorrect products are handled separately from change-of-mind returns and are not limited by the voluntary 30-day return extension.

Non-Returnable Items

The following items cannot be returned unless they are defective or otherwise required by applicable law:

  • personalized or custom-made products,
  • gift cards,
  • items showing signs of wear, use or damage caused after delivery,
  • items returned without their original packaging where this prevents resale.

Sale items remain subject to any mandatory consumer rights that apply. I would not use the blanket Shopify wording saying sale items can never be returned, because that cannot override statutory EU withdrawal or defect rights.

Exchanges

We do not currently process direct exchanges.

The fastest way to receive a different item is to return the original product and place a new order after your return has been accepted.

European Union Right of Withdrawal

Customers receiving goods in the European Union have the statutory right to withdraw from an online purchase within 14 calendar days after receiving the goods, without giving a reason.

To exercise this right, contact hello@natusto.com before the 14-day period expires.

Eligible returns made under this statutory right will be refunded to the original payment method, unless the customer expressly agrees to another method. We may withhold the refund until we receive the returned goods or proof that they have been sent back.

After notifying us of withdrawal, the goods should be sent back without undue delay and no later than 14 days after the notification.

Extended Returns: Days 15–30

Natusto voluntarily extends the return window beyond the statutory EU period.

Returns requested between 15 and 30 days after delivery will be refunded as Natusto store credit, provided the item meets all return conditions.

Store credit:

  • is issued after the returned item has been received and inspected,
  • is equal to the eligible purchase price of the returned item,
  • does not include original shipping charges,
  • cannot be exchanged for cash,
  • may be used toward a future purchase at Natusto.

This extension does not limit any mandatory legal rights relating to defective, damaged or misdescribed goods.

Refunds

We will notify you after your return has been received and inspected.

For eligible returns requested within the first 14 days, approved refunds will be issued to the original payment method. Refunds are normally processed within 10 business days after approval, although your bank or card provider may require additional time.

For approved returns requested from day 15 through day 30, store credit will be sent by email.

If more than 15 business days have passed since we approved a monetary refund, contact us at hello@natusto.com.