Return & Refund Policy

 

At NatoBuy, we want you to be completely satisfied with your purchase. If something isn't right with your order, we're here to help.

1. Returns

We accept return requests within 30 days of receiving your order.

To be eligible for a return, your item should be in the same condition in which you received it, unused or unworn where applicable, and returned with its original packaging and accessories.

To request a return, please contact us at support@natobuy.com and include:

• Your order number
• The item(s) you wish to return
• The reason for the return
• Photos or videos where relevant, particularly for damaged, defective or incorrect items

Please do not send products back without contacting us first. We will provide you with the appropriate return instructions and return address.

2. Damaged, Defective or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged or defective, or if you receive the wrong product, contact us at support@natobuy.com as soon as possible.

Please include your order number and clear photos or videos showing the issue.

Once your claim has been reviewed and approved, we will provide an appropriate solution, which may include a replacement, refund or other remedy.

Where required by applicable law, NatoBuy will cover reasonable return costs for faulty, damaged or incorrect products.

3. Change of Mind

If you change your mind about your purchase, you may request a return within the applicable return period.

Unless otherwise required by law, customers may be responsible for return shipping costs for change-of-mind returns.

Original shipping charges may be non-refundable where permitted by applicable law.

4. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

After a refund has been issued, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.

5. Order Cancellations

If you wish to cancel or modify your order, please contact support@natobuy.com as soon as possible.

We cannot guarantee that an order can be cancelled or modified once it has entered processing or has been dispatched.

This does not affect any statutory cancellation or return rights that may apply to your purchase.

6. Non-Returnable Items

Certain products may not be eligible for return where permitted by applicable law, including:

• Personalised or custom-made products
• Gift cards
• Items that cannot be returned for hygiene or health-protection reasons after being unsealed, where applicable
• Products materially damaged through misuse after delivery

Please contact support@natobuy.com if you have questions about whether your product is eligible for return.

7. United Kingdom and European Customers

Nothing in this policy limits your statutory consumer rights.

If you are a consumer in the United Kingdom or European Economic Area, you may have a legal right to cancel certain online purchases within 14 days of receiving the goods, without providing a reason, subject to applicable exceptions.

Where this statutory cancellation right applies, you will generally have a further 14 days after notifying us of your cancellation to return the goods.

Your statutory rights regarding faulty, damaged, misdescribed or non-conforming goods remain unaffected.

8. Exchanges

Exchanges are subject to product and stock availability.

If you would like to exchange an item, please contact us at support@natobuy.com.

In some cases, the quickest option may be to return the original product for a refund and place a new order.

9. Return Shipping

Please contact us before returning any product.

We will provide the appropriate return instructions and return address for your order.

Do not return products to the address shown on the original shipping label unless instructed to do so by NatoBuy.

Customers are responsible for following the return instructions provided by our support team. We recommend keeping your proof of postage and tracking information until your return has been successfully completed.

10. Contact Us

For any questions regarding returns, refunds, exchanges or cancellations, please contact us:

NatoBuy
Email: support@natobuy.com
Website: natobuy.com

Our customer support team aims to respond within 24–48 hours.