This return policy applies to physical product purchases made on www.unatura.eu.
(See further down on this page for digital products.)
For physical products, we do not accept returns “for an exchange”. We only accept returns “for a refund”.
We accept returns from all the countries we ship to, within 14 days after you received it (i.e. the “delivered” date as communicated by the carrier in the online tracking system). You must send back the item(s) you wish to return within this 14-day delay, for your return to be accepted.
HOW TO RETURN AN ITEM:
1) Notify us that you want to return something by e-mail to: contact(at)unatura.eu
2) Print the return form and fill in the blanks:
CLICK HERE TO PRINT THE RETURN FORM
3) Print your order invoice (which you received by e-mail when you placed your order) and add it to your return.
4) Send back the item(s), the invoice & the return form to:
Note that the item(s) need to be in the original packaging (fabric bag, plastic bag or white box, depending on the product) and should not show signs of wear.
You are welcome to use the same shipping box you received your item(s) in, or use a smaller box if it can reduce your cost of shipping.
5) How to ship:
– You can use the post services of your choice.
– If you are shipping back from outside of the E.U.: in the customs form, write “RETURN ITEM” and a value of “1 EURO”. This will avoid being charged customs fees that are not due when returning something.
Note that if you don’t fill in the customs form according to these instructions and/or don’t join the invoice to your return, it will either get stuck at the border upon entering Germany and will automatically be sent back to you, or we will pay the customs fee and deduce it from your refund.
6) Once we have received your return, we will process it and refund the item(s) within 21 business days. You will receive a refund notification by e-mail.
It is your responsibility to make sure that your return reaches us.
Note that we do not cover your return costs. Please keep your shipping proof until we have processed your return.
If you haven’t received your refund notification but we have received your return more than 14 business days ago, please get in touch: it is possible that we are not able to identify who the return came from and can’t process your return without your help.
We usually process returns once per week. Refunds are made to the credit/debit card or Paypal account used when placing your order.
YOUR PARCEL WAS DELIVERED TO A PACKSTATION / POST OFFICE AND YOU DIDN’T PICK IT UP?
It is your responsibility to make sure that you are at home when the parcel gets delivered, or that you pick it up from the post office if you weren’t at home when the parcel arrived. If you don’t pick up your parcel within the delay during which the post office is holding it for you, the parcel will automatically be sent back to us (in German: “Rückläufer”). The post services charge us 5€ for that service, so we will deduce 5€ from your refund amount and refund the rest. If you still want the item(s), you can place a new order, as long as the item(s) is still in stock.
YOU GAVE A WRONG / INCOMPLETE ADDRESS?
Please carefully check your shipping address when placing your order & make sure to fill in all required fields.
If you notice a mistake before we have shipped, please write your correct address to email@example.com and we can manually correct your address in the system.
If you give a wrong / Incomplete address and your parcel gets shipped, the post services won’t be able to deliver your order & it will automatically be sent back to us (in German: “Rückläufer”). The post services charge us 5€ for that service, so we will deduce 5€ from your refund amount and refund the rest. If you still want the item(s), you can place a new order, as long as the item(s) is still in stock.
YOU RECEIVED THE WRONG ITEM?
Should what you received not correspond to what you ordered, please get in touch (firstname.lastname@example.org) and attach a photo where we can see the item and the barcode on the packaging. We will advise what to do next.
WHY IS YOUR ORDER TAKING SO LONG TO ARRIVE?
Due to Covid, the post services in some countries (e.g. U.S.) got overwhelmed and accumulated delivery delays. The reduction of the number of international flights to some countries also resulted in mail to these countries having to be re-routed by sea.
If you have received a shipping confirmation and think that since that moment, your parcel should have arrived, please use your tracking number & track it on the www.deutschepost.de website to see when it left Germany. Then get in touch with your local post services to request a status update. If these steps do not succeed in your parcel being found and delivered to you, get in touch and we will start an “international investigation” from our side.
In the countries where the post services are struggling, they ask for your patience and explain that seeing no status update in the system doesn’t mean that your parcel got lost – it is still in transit.
The following terms & conditions apply to digital products & online courses.
Due to the nature of digital products & to the fact that you get full, lifetime immediate access to your product immediately after purchasing, we do not offer returns on digital products. Sales of digital products such as templates, courses, documents or memberships are final.