Returns & Claims

Right of Withdrawal

If you are a consumer in the EU or EEA, you may withdraw from the purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party indicated by you, receives the goods.

To exercise this right, please send a clear statement by email to kontakt@pronaturin.com.

Return Conditions

Returned goods should be sent back within 14 days from the date on which you informed us about your withdrawal.

Unless the return concerns a defect or an incorrect item, products should be unused, complete, and returned in their original packaging.

Return shipping costs are borne by the customer unless the product is defective, damaged, or incorrect.

Sealed Cosmetic Products

For health protection and hygiene reasons, the right of withdrawal may not apply to cosmetic products supplied sealed where the seal has been broken after delivery.

This does not affect your statutory rights in cases involving defective, damaged, or non-conforming goods.

Refunds

Refunds are issued within 14 days from receiving the withdrawal notice.

We may temporarily withhold the refund until the goods are returned or until proof of return is provided, whichever occurs first.

Refunds are made using the original payment method unless a different solution has been agreed with the customer.

Defective or Incorrect Products

If you receive a defective, damaged, or incorrect product, please contact us at kontakt@pronaturin.com as soon as possible.

Please include your order number and, where possible, photos of the issue. We will review the case and offer an appropriate solution, such as replacement, refund, or another remedy required by applicable law.

Consumer Protection

This policy does not limit your statutory rights under EU consumer protection law, including rights related to non-conforming goods and defective products.

Where applicable, mandatory rights under the law of your country of residence within the EU or EEA continue to apply.