RETURN AND REFUND POLICY

Overview

At Natura Dura, we want you to be completely satisfied with your purchase. We offer a straightforward 30-day return and exchange policy for items purchased directly from our website (www.naturadura.com). Please note that Natura Dura does not cover the cost of shipping for returns or exchanges being sent back to our facility.

Return Eligibility

Eligible Items Must:

  • Be returned within 30 days of delivery date
  • Be in original, unused condition
  • Have all original tags and packaging intact
  • Include the original receipt or proof of purchase
  • Be in resalable condition

Non-Returnable Items:

  • Products used, worn, or washed
  • Items damaged by customer misuse
  • Products without original packaging or tags
  • Items marked as “Final Sale” or purchased at a discount greater than 50%
  • Personal care items (if opened)
  • Custom or personalized orders
  • Gift cards

How to Initiate a Return

  1. Contact Us
    • Email us at info@naturadura.com
    • Include your order number and reason for return
    • You will receive a Return Authorization Number (RA#)
  2. Package Your Return
    • Pack items securely in original packaging
    • Include Return Authorization Number
    • Attach return shipping label (customer is responsible for return shipping costs)
    • Include original receipt or order confirmation
  3. Ship Your Return Send returns to: CopyNatura Dura Returns [Your Address] Calgary, Alberta [Postal Code] Canada

International Returns

For Customers in USA, UK, and Germany:

  • All international returns must include the Return Authorization Number
  • Customer is responsible for:
    • Return shipping costs
    • Proper customs documentation
    • Any duties or taxes incurred during return shipping
  • Please note that international returns may take 2-3 weeks to process

Exchange Process

  1. Submit exchange request to info@naturadura.com
  2. Receive Return Authorization Number
  3. Return original item following return instructions (customer pays return shipping)
  4. Once return is received and approved, we will:
    • Process exchange for new item
    • Ship new item to you
    • Notify you via email with tracking information

Refund Process

Refund Timeline:

  1. Return Shipping: 5-10 business days
  2. Processing Time: 1-3 business days
  3. Refund Processing: 5-7 business days
  4. Bank Processing: 2-5 business days

Refund Methods:

  • Original payment method will be refunded
  • Original shipping charges are non-refundable
  • Return shipping costs are the responsibility of the customer
  • Natura Dura does not cover the cost of shipping for returns or exchanges being sent back to our facility

Refund Status:

If you haven’t received your refund:

  1. Check your bank account again
  2. Contact your credit card company
  3. Contact your bank
  4. If still unresolved, email us at info@naturadura.com

Damaged or Incorrect Items

If you receive damaged or incorrect items:

  1. Contact us within 48 hours of delivery
  2. Provide photos of damaged items
  3. Include your order number
  4. We will arrange replacement or refund
  5. Return shipping will be covered by Natura Dura ONLY in cases of damaged or incorrectly shipped items

Sale Items

  • Items purchased at 50% off or more are final sale
  • Regular sale items (under 50% discount) follow standard return policy
  • Original price items will be refunded at the purchase price

Warranty

  • All products come with a 1-year warranty against manufacturing defects
  • Warranty does not cover:
    • Normal wear and tear
    • Damage from misuse
    • Improper care or cleaning
    • Accidents or alterations
  • Customer is responsible for shipping costs when sending items for warranty evaluation

Questions?

Contact our customer service team:

  • Email: info@naturadura.com
  • Hours: Monday-Friday, 9:00 AM – 5:00 PM MST
  • Response Time: Within 24 business hours

We reserve the right to modify this return policy at any time. Any changes will be effective immediately and will be posted on our website.