Custom service... Because you are unique.

 

Pickup error

In the event of an error made by Naterro on your order, you must immediately contact us by email at labo@naterro.com. Naterro will send a return label to the customer for the return of the merchandise. The customer must return the product quickly in perfect resale condition, duly sealed, and accompanied by a copy of the invoice corresponding to the purchase. Ensure good return packaging (ideally the original box) to limit any damage during transport. The return authorization number must be clearly indicated on the packaging. Naterro undertakes to pay the shipping costs for the return of the product and the re-shipment of the compliant product ordered. No shipment of the compliant product will be made by Naterro before the receipt of the product sent in error to the customer.

Damaged product

To obtain an exchange for an item damaged during transport, the customer must contact Naterro at labo@naterro.com, mentioning the order number and providing photos of the product as received from the carrier.

Exchange and refund

No open product or product with a broken, pierced or damaged seal will be accepted for exchange or refund without prior agreement between the customer and Naterro. The customer has a period of thirty (30) working days from the date of receipt recorded by the carrier to request a return authorization. All return requests must be made to Naterro via an email to labo@naterro.com. The return of the merchandise is at the customer's expense. The return authorization number must be clearly written on the shipment. Products must be returned to Naterro in perfect resale condition, in their original state, duly sealed and accompanied by a copy of the invoice corresponding to the purchase. Products must be returned by a registered carrier, providing a tracking number and insurance for the value of the product.

In the case of a refund, the amount paid for the products and taxes will be credited according to the customer's initial payment method within 48 hours of Naterro receiving the package. Confirmation will be sent by email to the customer. The credit card statement entry may take 48 to 72 hours following the refund by Naterro. No delivery fees will be credited.

For all orders returned to Naterro from abroad, taxes and customs fees will be charged upon entry into the country. The customer will be responsible for paying the required customs fees and taxes. The amount of these taxes will be deducted from the refund.

In case of product exchange, the customer will have to pay the delivery costs for sending the product to Naterro.

In case of refusal or non-claim of the package

In the event that a package is not claimed by the customer, it will be automatically returned to Naterro by the carrier. Packages refused by the customer upon delivery are also returned to Naterro. The customer must contact Naterro to obtain a refund, according to the conditions set out in the "Exchange and Refund" section. Depending on the reason for the refusal or non-claim of the package, the return shipping costs charged by the carrier may be charged to the customer. In the case of free delivery, Naterro reserves the right to charge these fees to the customer who refused or did not pick up the package from the carrier.

Order modification

Customers wishing to modify a confirmed and paid order must contact Naterro as soon as possible at labo@naterro.com. The email must clearly contain the order number and the modification request. If the order has already been processed and shipped, no modification can be made. Naterro will notify the customer by providing an email response.

Order cancellation

A full refund will be issued to a customer who wishes to cancel an order if it has not already been processed by Naterro. Therefore, please contact Naterro as soon as possible at labo@naterro.com, mentioning the order number. No cancellation can be made for any orders that have been shipped and handed over to the carrier. Naterro will notify the customer by providing a response to the email. If it is too late to cancel, please refer to the package refusal section.