Refund policy

Effective date: 20 July 2026

14-day right of withdrawal

Natelle offers consumers a 14-day right to withdraw from an online purchase without giving a reason. This policy does not limit any longer or additional mandatory rights that apply in your country.

The withdrawal period ends 14 calendar days after the day on which you, or a third party you nominate other than the carrier, receive the goods. If one order is delivered in several shipments, the period starts when the last item is received. If the final day falls on a weekend or public holiday, the deadline is extended to the next working day.

How to exercise your right

You only need to send a clear withdrawal request before the deadline. You can:

request a return or cancellation through your Natelle customer account; or
submit the Natelle contact form with your name, order number, the item or items concerned, and a clear statement that you wish to withdraw.

You do not need to give a reason, and your withdrawal is effective when your request is submitted. If the order has not yet been fulfilled, you may also request cancellation through your customer account. If it has already been fulfilled, the withdrawal and return procedure below applies.

Supplier-specific return address

Natelle is your seller and remains responsible for your return and refund. Our products are fulfilled by different suppliers, so the correct physical return address depends on the item. After receiving your request, we will contact the relevant supplier and provide the authorized return address and instructions without undue delay, normally within two business days.

Please do not return goods to the address on the parcel, to Natelle's contact address, or to any supplier until we give you the correct instructions. The authorized address may be outside your country and international postage may apply. Waiting for our instructions does not invalidate or shorten your withdrawal right. If we do not provide the address within two business days, we will treat dispatch within 14 days after we provide the address as timely.

After receiving the return address, send the goods no later than 14 days after your withdrawal request, or within the extended period described above. We recommend using a trackable service and keeping proof of dispatch.

Return shipping costs

For an ordinary withdrawal or change-of-mind return, you are responsible for the direct cost of returning the goods to the authorized address. No restocking fee is charged.

If an item is faulty, damaged, not as described, or not the item ordered, Natelle will bear the necessary return cost and provide an appropriate remedy under applicable law. Contact us before shipping so that we can arrange or approve the return method.

Condition of returned goods

You may inspect and handle the goods as you would in a physical shop to establish their nature, characteristics, and functioning. You are responsible only for any reduction in value caused by handling beyond what is necessary for that inspection. Original packaging is helpful but is not an absolute condition of the statutory withdrawal right.

Where you can, please keep any tags attached and return the item with its protective dust bag or gift box in the original packaging. This is a request rather than a condition: it helps us process your return quickly and keeps the piece in saleable condition, but it does not restrict your statutory withdrawal right.

Refunds

We will refund all payments received for the returned goods, including the cost of our least expensive standard delivery option, no later than 14 days after we are informed of your withdrawal. We do not have to refund any extra amount paid for an upgraded or express delivery method.

We may withhold the refund until we receive the goods or you provide evidence that they have been sent, whichever occurs first. Refunds are made using the same payment method used for the order unless you expressly agree otherwise, and no refund fee is charged. Your bank or payment provider may require additional time to display the credit.

Faulty goods and legal guarantee

The withdrawal right is separate from your rights when goods are faulty or do not conform to the contract. EU consumers have a minimum two-year legal guarantee. Where applicable, Natelle will provide a remedy required by law, which may include repair, replacement, a price reduction, or a refund, without charging the consumer the necessary return cost.

If an item reaches you damaged, faulty or not as described, please tell us as soon as you reasonably can, ideally within a few days of delivery, and keep the packaging and any protective wrapping until the matter is settled. Photographs of the item and of the packaging are helpful. Reporting promptly lets us resolve the problem quickly with the supplier concerned, but it is a request only: it does not shorten the two-year legal guarantee or affect any other statutory right you have.

Exceptions

The withdrawal right does not apply only where a statutory exception applies, for example to goods made to the consumer's specifications or clearly personalized, perishable goods, or sealed goods that are not suitable for return for health or hygiene reasons after being unsealed. Discounted or sale items are not excluded merely because they were discounted.