Returns Policy

Right to cancel - perishable goods

If you are a consumer, you have the right to cancel this contract within 7 working days of delivery except in respect of perishable goods (meaning goods which are liable to deteriorate or expire rapidly) or goods which have been consumed, opened or damaged by you.

If you cancel, you must return the goods in their original packaging together with the invoice to us at your expense. Please contact us and we will tell you where to send the goods. We will refund the full amount paid by you within 30 days. We will however deduct the direct costs of recovery if this is done at our expense. We will in any case pay the cost of returning any substitute goods in the event of cancellation under this clause.

Refunds when promotions or vouchers have been used

Where a voucher discount or promotion has been applied, the total value of the discount or promotional offer is shared across each applicable product in equal ratios. If an item or a part of that order is returned and/or refunded we will refund the pro-rata value.

Beyond the terms and conditions

Sales made online are subject to the same laws as those made through catalogues. The law requires these types of merchant to provide certain guarantees for their customers, especially concerning the returns policy, details of which have been provided above.

At Natoora we aim to deliver a level of customer service that exceeds our legal obligations.

In most circumstances if for whatever reason you are not happy with all or part of your delivery we will refund you the part or full amount accordingly, even if products have been part consumed. Alternatively we will retrieve and replace goods at our own expense if it is possible and practical for us to do so.