Refunds and Returns

Refunds & Returns Policy – NatroVital

At NatroVital, we value your trust and want to be clear about our refund and returns policy. Please read the following carefully before placing your order:

Change of Mind

We do not offer refunds or exchanges for change of mind. Once an order has been placed and paid for, it is considered final.

Faulty Products (Our Responsibility)

If a product arrives faulty due to our error (e.g. incorrect item supplied, broken or missing safety seal prior to dispatch, or packaging compromised before leaving our premises), we will promptly send a replacement at no additional cost. Please notify us within 7 days of delivery so we can organise this for you.

If a replacement is not available, a full refund including shipping will be issued.

Lost or Damaged Orders (Transit)

• With Insurance Cover: If you selected shipping with insurance, you may claim for parcels lost or damaged in transit. Please contact us, provide photos of any damage, and keep all packaging until the claim is finalised. Once approved, we will resend your order or issue a refund if a resend is not possible.
• Without Insurance Cover: If insurance was not selected, we are unable to replace or refund parcels that are lost or damaged in transit.

We strongly recommend selecting shipping insurance to protect your order against unforeseen transit issues.

Incorrect Address / Non-Collection

If an order is returned due to an incorrect address or because it was not collected from the courier or post office, we can re-send it. Additional shipping costs (including any return-to-sender fees) will apply.

Probiotics

Probiotics are temperature-sensitive and cannot be returned or refunded once shipped. If a probiotic order is returned to us (e.g. due to incorrect address or non-collection), it will be destroyed and no refund will be provided.

International Orders

It is the customer’s responsibility to check their country’s import regulations before ordering. Please contact your customs office to confirm whether our products can be legally imported.

• If an order is seized, delayed, or destroyed by customs, we cannot provide refunds or credits.
• If a package is returned due to import restrictions or unpaid duties/taxes, and the return costs exceed the value of goods, the package will be abandoned without refund.
• If the return is accepted, any refund will exclude shipping costs and may incur return shipping charges. Refunds are issued as store credit with a 6-month expiry.

Stock Issues

If an item you ordered becomes unavailable, we will contact you promptly to:

1. Offer an alternative product of equal quality,
2. Reimburse the payment for the affected item(s), or
3. Place the item on backorder (if you’re happy to wait).

Correct Information

Please ensure your shipping, email, and phone details are correct when placing your order. We cannot accept responsibility for parcels delivered to incorrect addresses provided at checkout.

Once a parcel has been shipped, we are unable to cancel or amend your order or contact details.