Refund Policy

 

This Return & Exchange Policy applies to all products purchased from Naturavina (hereinafter referred to as “we”) through our online store. It explains the validity period, conditions, procedures, responsibilities, and related information regarding returns and exchanges.

Return & Exchange Validity Period

You may request a return or exchange within 30 days from the date of receipt of your order.
Requests submitted after this period will not be accepted.

Return & Exchange Conditions

Within the valid period, returns or exchanges may be requested under any of the following circumstances:

1. The product has visible appearance issues

2. The product has quality-related issues

3. The product has an unusual odor or significant color difference

4. The received product does not match the order details

5. Return or exchange without a stated reason

Return & Exchange Process

The return and exchange process is the same and is outlined below:

1. Please contact us via email or phone to submit a return or exchange request and provide the following information:

   • Order number

   • Proof of payment

   • Reason for return or exchange

   • Relevant photos or videos

2. Our customer service team will review your request. If approved, we will notify you using your provided contact details and supply the return address.

   Return Address:
   Address: 18249 N 113th Ave, Surprise, AZ 85378-5946, US

3. Please send the product back to the designated return address and wait for us to receive the package.

4. After receiving the returned item, we will inspect the product to confirm that it matches the reported issue:

   • For return requests, once inspection is approved, a refund will be processed. For more details, please refer to the Refund Policy.

   • For exchange requests, once inspection is approved, a replacement product will be shipped to your address within 1–3 business days.

Refund Information

After the return is confirmed and the product inspection is completed, refunds will be processed within 1–3 business days.
The refund will be issued to the original payment method used (such as bank card, Visa, MasterCard, etc.).
If you do not receive the refund after this period, please contact us for assistance.

Cost Responsibility

• For returns or exchanges due to appearance issues, quality issues, unusual odor, significant color difference, or incorrect items, the shipping costs will be covered by us.

• For returns or exchanges without a stated reason, the shipping costs will be borne by you.

Responsibility Statement

• Please ensure that returned products are properly packaged to prevent damage during transit.

• Products returned without prior approval may not be eligible for processing.

• We reserve the right to verify and handle return or exchange requests within a reasonable scope.

Return Label

Each package includes a return label to facilitate the return process if needed.

Contact Us

If you have any questions regarding returns, exchanges, or your order, please contact us using the information below:

Address: 18249 N 113th Ave, Surprise, AZ 85378-5946, US
Phone: +1 (315) 928-0624
Email: service@naturavina.com
Business Hours: Business Hours: Monday to Friday, 9 AM – 6 PM (Australia/Sydney, AEST/AEDT)