In this page you will find everthing you need to know about our refund and returns policy
Terms and Conditions:
- Eligibility: This guarantee applies to purchases made directly through our website or authorized channels.
- Time Frame: You have 14 days from the date of purchase to request a refund.
- Refund Process: To initiate a refund, simply contact our customer support team at [email/phone number] and provide your order details. We may ask for additional information to process your request efficiently.
- Condition of Returns: Returned items must be in their original condition and unused, with all original packaging intact.
- Refund Method: Refunds will be issued to the original payment method used during the purchase. Please allow 28 days for the refund to reflect in your account.
- Exclusions: This guarantee does not apply to:
- Digital downloads or services that have been accessed or used.
- Products/services purchased through third-party vendors or resellers.
- Shipping Costs: Shipping and handling charges are non-refundable unless the return is due to an error on our part.
- Additional Information: We reserve the right to refuse refunds if the above conditions are not met or if we suspect abuse of our refund policy.
If you have any questions or concerns regarding our money-back guarantee, please don’t hesitate to contact us.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We do accept returns and exchanges but we kindly ask you to carefully review our size guide to minimize returns and help reduce waste and our ecological footprint
We hope you love your purchase but If you really do need to exchange it for the same item, send us an email at hello@natrul.co.uk/flooring and we will provide with the return address.
Shipping returns
To return your product, contact us hello@natrul.co.uk/flooring
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Need help?
Contact us at hello@natrul.co.uk/flooring for questions related to refunds and returns.