PRODUCT RETURN POLICY
Due to the nature of online shopping and remote transactions, it is common for the final recipient / customer’s expectations not to be met by the product of their choice, due to the lack of physical contact with the item to be purchased.
GoNatutral.gr supports the most accurate approach of the user / customer with the products of the electronic catalog, through the completeness of the descriptions and images that he posts on his pages, so that the user enjoys the privilege of direct contact with the products available from his computer screen, quickly and easily.
The customer fully reserves the right to return any or some products he has received and we offer him this opportunity in accordance with EU laws and regulations.
Any product return is accepted if:
- The product is in its original condition.
- The product packaging has not been opened or unsealed.
- The product is not soiled or damaged.
- The product has not been used
- Do not remove any labels or markings, etc. that the products may have on them
- In any case, the products you wish to return must be accompanied by the necessary legal documents and receipts.
The process of returning a product or a part of the products of your order begins with the written notification of your wish to us by filling in the contact form or by calling us at 2316019331. The law gives you the right to return a product within 14 calendar days from the day of receipt of your order provided that the products are in the condition mentioned above in the text.
In case you wish to return the product or products you ordered for one of the reasons such as e.g. because you are not satisfied with the quality, the material, the aroma, the color etc. then the shipping costs of the return of the product are not covered by our company and are borne by the customer. In this case the refund does not include the costs of the original shipment. Also the products which are mentioned as “upon order” are not returned.
Return of Defective Product or Product which was damaged during transport
If the reason you want to return a product to us is because it is defective you should notify us immediately within 48 hours and also send us an e-mail with the photo of the defective product to facilitate your service.
In case the reason for the return is a defect or damage during transport, the return costs are borne by our company if the shipment was undertaken by the cooperating transport company and courier of our company. However, if the shipment of the order was undertaken by the customer with a transport company or the courier of his choice, then our company does not bear any responsibility for any damage or defect suffered by the product or products during transport.
Return of incorrect product
In case the product delivered to you is incorrect (ie it is not the product of your order) you can contact our online store within two (2) days from the date of receipt, at 2316019331 or fill in your request at contact form to schedule the receipt of the wrong product with costs that will be borne by our online store GoNatural.gr and to agree on the delivery of the correct product you have ordered (including shipping costs).
- Pack the product in a larger box so that it is protected during shipment.
- Put in the package that you have made a document in which you tell us how you want to resolve the financial issue, if the product is deemed capable of return.
- Send the parcel, through any courier agency you wish.
Without limitation of the Withdrawal provisions of article 9, the cancellation of the order can be done in the following cases: Before the order is completed, during the electronic ordering process you can “back” and remove the quantities of the products from the your cart by clicking on the “delete” button of the products. If the online order has been completed but the product has not been shipped yet, you can call 2316019331 and one of our employees will cancel your order. Upon receipt of the product, call us at 2316019331 or contact us via the email form on our website, explaining the reason you wish to cancel the order. One of our employees will serve you immediately and will inform you about your choices. In case your order has already been invoiced and you wish to cancel it, then contact 2316019331 and provide the details of your order. Also, since the order has been invoiced and has now been routed for delivery, the return costs are borne by the customer.