Refund policy

We want you and your dog to be happy with every box. If something is not right, tell us — we would always rather fix it than leave you with treats your dog will not eat.

Changing your mind: 14 days 

As an EU consumer you have 14 days from the day you receive your order to tell us you want to cancel it, for any reason. You do not have to give us one.

• Tell us within those 14 days by emailing info@natora.com with your order number, or by using the form at the bottom of this page.
• Send the treats back within 14 days of telling us.
• Packs must be unopened with the seal intact, in the condition you received them.
• We refund what you paid for the treats plus the standard delivery cost you paid on the way out.
• You pay the cost of sending the parcel back.

We refund within 14 days of getting the treats back, or sooner if you send us proof of postage. Refunds go back to the card or payment method you used.

What we cannot take back

Dog treats are food, so once a pack is opened or its seal is broken we cannot resell it or put it back into stock. That means we cannot accept returns of:

• opened packs, or packs where the seal is broken;
• loose treats from a box that has been opened;
• gift cards.

This is the exception in the EU Consumer Rights Directive (2011/83/EU) for food that can spoil and for sealed goods that cannot be returned once opened for health or hygiene reasons (Article 16(d) and 16(e)). It does not affect any of the rights below.

Damaged, spoiled, or the wrong treats

Please open your box and have a look as soon as it arrives. If anything is damaged, spoiled, or not what you ordered:

• take clear photos of the treats and the packaging;
• email them to info@natora.com within 48 hours of delivery, with your order number.

We will replace the items or refund them, whichever you prefer. You will not normally need to send anything back. Telling us quickly helps us trace the batch and claim from the courier, but it does not take away your statutory rights if you spot a problem later.

If your dog simply will not eat them

It happens, even with the fussiest-proof treats. Get in touch, even if the pack is open. We cannot resell them, but we would still rather hear from you — we will suggest something that suits your dog better and do what we reasonably can to make it right.

Subscription boxes

Every subscription delivery comes with the same 14-day right to change your mind and the same cover if something arrives damaged. Cancelling a subscription is separate from returning a box: it stops future deliveries but does not refund one that has already been paid for and packed. See our Subscription Policy.

How to start a return

Email info@natora.com first with your order number and what you would like to do. We will confirm the return and give you the address to send to. Please do not send anything back before we confirm it, as we may not be able to match the parcel to your order.

Returns address (please email us first):
Natora / Calvia OÜ, Karja tn 8, Tapa, 45106 Lääne-Virumaa, Estonia

We recommend a tracked service. Until a return reaches us it is your responsibility, and we can only refund treats that arrive back with us.

Refunds

Once your refund is approved we send it back to your original payment method. How quickly it shows up is down to your bank, usually three to ten working days. We will always email you to confirm.

Model cancellation form

You can use this wording if you like, but you do not have to.

To Calvia OÜ (Natora), Karja tn 8, Tapa, 45106 Lääne-Virumaa, Estonia, info@natora.com:

I hereby give notice that I cancel my contract of sale of the following goods: [list the treats]. Ordered on / received on: [date]. Name of consumer: [your name]. Address of consumer: [your address]. Order number: [number]. Date: [date].

Complaints

If we have not sorted something out to your satisfaction, email info@natora.com and we will reply within 14 days. If you are still unhappy, you can take a complaint to the Estonian Consumer Protection and Technical Regulatory Authority (Tarbijakaitse ja Tehnilise Järelevalve Amet, www.ttja.ee) and its Consumer Disputes Committee, which handles disputes free of charge. If you are buying from another EU country, your national European Consumer Centre can help you with a cross-border complaint.

Contact us

Natora is a trading name of Calvia OÜ, Karja tn 8, Tapa, 45106 Lääne-Virumaa, Estonia.
Email: info@natora.com

Last updated: 19 October 2026