Returns & Refunds
At Natora, we want you—and your dog—to be completely happy with your purchase. If for any reason you're not satisfied, please read our return and refund terms below:
Returns & Refunds
-
You may return your order within 14 days of delivery, provided the box is unopened and the seal remains intact.
-
Once we receive the returned item in its original condition, we will issue a full refund (excluding original shipping charges).
-
If the box has been opened or the seal broken, we unfortunately cannot accept a return, due to the perishable and hygienic nature of our products.
-
Return shipping costs are the responsibility of the customer.
Damaged or Faulty Items
-
If your products arrive damaged or spoiled, please take clear photos of the issue and contact our customer service team within 48 hours of delivery.
-
We will either replace the items or offer an appropriate solution.
Talk to Us
If you’re unhappy with your order for any reason—even if the box has been opened—please contact our team. We’re here to help and will do our best to make things right.
Your Rights Under EU Law
Under the EU Consumer Rights Directive (2011/83/EU), you have the right to:
-
Cancel your online order within 14 days of receiving the goods, for any reason.
-
Receive a full refund (including standard shipping costs) once the goods are returned in saleable condition.
-
Note: The right to return does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons, once unsealed (Article 16(e)).