Returns & Refund Policy

1. Our 30-Day Voluntary Return Policy

Natna Shop offers a voluntary return period of up to 30 days after delivery for eligible products.

To qualify under our voluntary return policy, the item should generally:

• be unworn, unused and unwashed;
• be returned in substantially the same condition in which it was received;
• include original tags, packaging and accessories where applicable; and
• not show damage, alteration or misuse caused after delivery.

This voluntary 30-day policy is in addition to any mandatory consumer rights that apply under the law of your country.

Please contact Natna Shop before sending any product back. Do not send returns to an address shown elsewhere on our website unless our customer support team has specifically confirmed that address as the authorized return location.

2. Statutory Right of Withdrawal

Consumers in countries where a statutory withdrawal or cancellation right applies may have additional rights that are separate from our voluntary 30-day return policy.

In particular, consumers in the European Union and European Economic Area generally have the right to withdraw from an eligible online purchase within 14 days after receiving the goods, without giving a reason. Similar cancellation rights may apply to consumers in the United Kingdom.

Where this statutory right applies, you do not lose it merely because a standard Natna Shop product is produced after the order is placed.

Please see our separate Right of Withdrawal / Widerrufsbelehrung for full instructions, exceptions and the model withdrawal form.

3. Personalized & Custom-Made Products

Some products are created according to an individual customer's specifications. Examples may include products featuring a customer's:

• name;
• personal photograph;
• custom text;
• logo;
• customer-supplied artwork;
• individual measurements; or
• other clearly personalized specifications.

Where permitted by applicable law, genuinely personalized or customer-specific products may be excluded from the statutory right of withdrawal.

A product is not automatically considered personalized merely because it is produced or printed after the customer places an order.

If a personalized product arrives damaged, defective, incorrect or materially different from what was ordered, please contact us. Your rights concerning defective or non-conforming goods are not removed merely because the product was personalized.

4. Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective, materially different from its description, or different from what you ordered, please contact Natna Shop as soon as reasonably possible.

We may ask for:

• your order number;
• clear photographs of the product;
• photographs of the packaging where relevant; and
• a short description of the problem.

Depending on the circumstances and applicable law, the appropriate remedy may include:

• repair;
• replacement;
• price reduction;
• refund; or
• another legally appropriate remedy.

Where Natna Shop is responsible for the problem, the customer will not be charged additional shipping costs for an approved remedy where prohibited by applicable law.

5. Legal Guarantee for Defective Goods

Nothing in this policy limits statutory rights relating to defective or non-conforming goods.

Consumers in the European Union benefit from a minimum two-year legal guarantee for goods that are defective, do not conform to the description, or do not function as they should, subject to applicable national law.

These statutory rights are separate from Natna Shop's voluntary 30-day return policy and any commercial guarantee that may be offered.

6. Lost or Damaged Shipments

Natna Shop remains responsible for shipment issues to the extent required by applicable law.

If your order is confirmed as lost in transit or arrives damaged because of transportation, please contact us.

After review, an eligible claim may result in a replacement, refund or another appropriate remedy at no additional cost where required.

7. 30-Day Non-Delivery Protection

Natna Shop provides additional delivery protection for eligible orders.

If your order has not been delivered within 30 days from the order date, please contact us so that we can review the tracking and delivery status.

Where the order is confirmed as eligible under this protection, Natna Shop may provide a replacement or refund.

This voluntary delivery protection does not reduce any stronger rights you may have under applicable consumer law.

8. Incorrect, Incomplete or Undeliverable Addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please make sure the address includes, where applicable:

• full recipient name;
• street name;
• house or building number;
• apartment, unit, floor or suite details;
• postal or ZIP code;
• city and country; and
• other information reasonably necessary for successful delivery.

If an address appears incomplete or invalid before shipment, Natna Shop may contact the customer to request corrected information.

If you notice an address error after placing your order, contact us as soon as possible.

Once the parcel has been dispatched, Natna Shop cannot guarantee that the carrier will be able to change or redirect the shipment.

If a delivery fails because the customer supplied an incorrect or incomplete address, refused delivery, or failed to collect a parcel after reasonable carrier notification, additional reshipping or carrier costs caused by that issue may, where permitted by law, be the customer's responsibility.

Any additional payment required for reshipment will be explained before a new shipment is arranged.

9. Return Shipping Costs

Responsibility for return shipping depends on the reason for the return and the consumer rights that apply.

For voluntary returns because you changed your mind, ordered the wrong size or color, or no longer want an otherwise conforming product, return shipping costs may be your responsibility.

Where a product is defective, damaged, incorrect or otherwise non-conforming, Natna Shop will handle return costs as required by applicable law.

Where a statutory withdrawal right applies, the responsibility for direct return costs will be governed by the withdrawal information provided to you and applicable law.

We recommend using a trackable shipping service when returning an item.

10. Items Excluded From Voluntary Returns

Subject to applicable law, the following products may be excluded from Natna Shop's voluntary return policy:

• genuinely personalized or custom-made products;
• products damaged, altered or misused after delivery;
• products missing essential components or accessories;
• sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been removed, where the legal exception applies;
• other products that are legally excluded from return.

Statutory consumer rights concerning defective, incorrect or non-conforming products remain unaffected.

11. Size, Color & Customer Selection

Please review product descriptions, size charts, measurements, colors and available options carefully before placing an order.

If you realize shortly after ordering that you selected the wrong size, color or option, contact us immediately.

If production or fulfillment has not yet started, we will make reasonable efforts to update the order. Changes cannot be guaranteed once processing or production has begun.

A customer-selected size or color does not automatically make a standard product a personalized product.

12. Exchanges

Direct exchanges may not always be available because products may be fulfilled from different production locations.

For damaged, defective or incorrect items, we may arrange an appropriate replacement where available.

For voluntary size or color changes after delivery, contact customer support so we can explain the available options.

13. Order Cancellations

If you want to cancel or modify an order, contact Natna Shop as soon as possible.

We will make reasonable efforts to stop the order before production, fulfillment or dispatch.

Cancellation cannot always be guaranteed once processing or production has started.

This operational cancellation process does not remove any statutory cancellation or withdrawal right that may apply to your purchase.

14. Refunds

Refunds will normally be issued to the original payment method unless otherwise agreed or required by law.

For an approved voluntary return, the refund will normally be processed after the returned product has been received and inspected.

For statutory withdrawals, refunds will be processed within the time limits required by applicable law. Where permitted, reimbursement may be withheld until the returned goods are received or the customer provides evidence that the goods have been sent back.

After Natna Shop initiates a refund, your bank, credit card provider, PayPal or other payment provider may require additional time before the funds appear in your account.

15. Original Shipping Charges

Whether original shipping charges are refundable depends on the reason for the refund and the consumer rights that apply.

Where applicable law requires reimbursement of standard outbound delivery costs following a statutory withdrawal, Natna Shop will comply with that requirement.

Additional costs resulting from a customer choosing a more expensive delivery method than the least expensive standard delivery option may not be refundable where permitted by law.

16. How to Start a Return, Refund or Product Claim

Please contact Natna Shop before returning a product.

Include the following information where applicable:

• your full name;
• your order number;
• the product concerned;
• the reason for your request;
• clear photographs for damaged, defective or incorrect products; and
• any other information reasonably needed to review the request.

Do not send a return to Natna Shop's business address unless customer support has specifically confirmed that it is the authorized return address.

17. Mandatory Consumer Rights

Natna Shop sells to customers in multiple countries. Consumer protection laws differ by jurisdiction.

Nothing in this policy excludes, restricts or replaces any mandatory consumer right that cannot legally be waived or limited.

If a provision of this policy provides less protection than mandatory law applicable to your purchase, the mandatory legal protection will apply.