STEPS TO FOLLOW IN THE PENINSULA AND BALEARIC ISLANDS (free service through a DHL Service Point)
Using this option, you can drop off your package at one of DHL Parcel's 3,300 Service Points, as long as your package does not exceed the following dimensions (120 × 60 × 60 cm).
Simply follow these steps:
1. Click on the "start the return process with DHL" button that you will find in your personal area. If you don’t have an account, please sign up here using the same e-mail with which you placed your order to process the return.
2. Once the return process request is finished, print out the shipping label that you'll receive by e-mail, and stick it on the outside of the package.
3. Take the package to the DHL Service Point that’s most convenient for you. Remember that there will almost always be a Service Point less than 10 minutes away where you can return your order with no need to wait. Check here for the nearest drop off points.
4. Wait until we’ve received and checked the items. We’ll send you an email to confirm your refund, which you’ll receive within a maximum of 7 working days.
Natura will refund the purchase price of the items returned, but not the initial shipping costs (if you paid them yourself) unless the reason for the return of the goods is an error on our part. Natura will cover return postage costs only within the Iberian peninsula and the Balearic Islands (Spain). In all other areas, the customer will bear the full cost of the return.
STEPS TO FOLLOW IN OTHER DESTINATIONS NOT SPECIFIED ABOVE:
If you don’t have a DHL return option enabled on your customer account, please contact us and request a return via the chat facility on our website:
In these cases, the return costs will be paid by the client and Natura will not return the amount under any circumstances.
In case you received a wrong item or an item in poor conditions, you have to write an email to firstname.lastname@example.org and we will find the best solution: you will be able to choose if you prefer to get a refund or a new item.
Natura will take care of the return shipping exclusively in peninsular territory and the Balearic Islands. In the rest of areas, the customer will bear the full costs of the return and they will be paid later.
In this case, we will return you the initial shipping costs as well, in case you paid for them. Remember to always contact us through e-mail in case of error, the physical store is not be able to refund the amount of the purchase or the shipping costs.
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