Refund policy

At Naturalia Québec, your satisfaction matters to us.

1. Return period

Our return policy is valid for 14 days from the delivery date of your order. After this period, we unfortunately cannot offer a refund or exchange.

2. Return conditions

To be eligible for a return, the item must:

  • be unused
  • be in the same condition as when you received it
  • be returned in its original packaging

Proof of purchase or a receipt may be requested to validate your request.

3. Exchanges

An item may be exchanged once only. After this first exchange, any further change will be entirely at the customer’s expense.

4. Return costs

Unless otherwise stated, return costs are the customer’s responsibility. Naturalia Québec does not cover return shipping costs, except when:

  • the item arrives damaged
  • the item arrives defective
  • the item does not match the order or description

In these cases, we undertake to offer, as appropriate, an exchange at our expense or a full refund.

5. 14-day satisfaction or money-back guarantee

We offer a commercial 14-day satisfaction or money-back guarantee from receipt of the product.

This guarantee applies if you are dissatisfied with the use of the product, provided that:

  • the product is returned in its original condition
  • the original packaging has been kept
  • the product has not been damaged or misused

Return costs remain the customer’s responsibility, except when the product is defective, damaged on arrival or does not match the description.

This guarantee does not apply to:

  • sale items
  • promotional items
  • products excluded for hygiene or safety reasons

Exceptions apply in cases of defects, damage on arrival or non-conformity, in accordance with applicable law.

6. Non-returnable items

For hygiene, safety or product-related reasons, certain items cannot be returned. These include:

  • gift cards
  • downloadable software
  • certain health and personal care products
  • perishable products
  • opened or used products of a sensitive nature

7. Products excluded from returns and exchanges

For hygiene and safety reasons, the following items cannot be returned, exchanged or refunded:

  • underwear
  • panties
  • bras
  • swimwear
  • products for intimate areas
  • opened or used cosmetics
  • other sensitive products

8. Exceptions for opened products

We nevertheless accept returns of opened products only in the following cases:

  • the product is defective or damaged on arrival
  • an order error
  • an incorrect product
  • the wrong shade was received

In these cases, you must contact us within 7 days of receipt with:

  • your order number
  • a description of the problem
  • photos of the product
  • photos of the packaging

9. Return procedure

For any return request, please contact us promptly by email at contact@naturaliaquebec.com.

Email subject: Item return

After reviewing your request:

  • we will let you know whether the return is accepted
  • we will provide the appropriate return address
  • any return sent without prior approval may be refused

Please do not return the product to the address shown on the parcel.

10. Return address

The return address is not automatically the address shown on your parcel. Please contact us so that we can provide the return address closest to your location.

11. Partial refunds

In certain cases, only a partial refund may be granted, including for:

  • any item showing obvious signs of use
  • any item not in its original condition
  • any item damaged or incomplete for reasons not attributable to our service
  • any item returned after the deadline
  • books showing signs of use
  • CDs, DVDs, software, video games, tapes or vinyl records that have already been opened

12. Refund processing

Once the returned item has been received and inspected, we will email you to confirm receipt. We will then notify you whether your refund request has been accepted or rejected.

If approved, the refund will be issued to your original payment method within 24 to 72 hours after approval, subject to applicable bank processing times.

13. Delivery delays and refunds

Delivery times may sometimes be affected by external circumstances or force majeure events.

A delivery delay of less than 30 days does not entitle you to a refund. After this period, you may submit a refund request.

14. Refunds after dispatch

Once an order has been dispatched, no refund can be granted until the parcel has been received and then returned to the return address we provide.

15. Incorrect delivery address

Naturalia Québec cannot be held responsible for a lost parcel if an incorrect or incomplete address has been provided by the customer after the order has been dispatched. In this case, no refund request can be accepted.

16. Parcels returned because of absence or failure to collect

If a parcel is returned to us for any of the following reasons:

  • an incorrect or incomplete address provided by the customer
  • the customer was absent at delivery
  • the parcel was not collected within the required period
  • the customer refused delivery

the cost of resending the parcel will be solely the customer’s responsibility.

When the carrier leaves a delivery notice or informs the customer by email, the customer generally has a limited time to collect the parcel at the designated collection point or post office. If this period expires and the parcel is returned to us, it may be resent at the customer’s expense.

17. Fee deduction when refunding a returned parcel

If the customer does not wish to pay the reshipping costs and requests a refund instead, a $19 processing fee will automatically be deducted from the refund to cover part of the administrative and logistics costs incurred.

18. Late or missing refunds

If you have not yet received your refund:

  • check your bank account again
  • then contact your bank or card issuer
  • processing time may be required before the refund appears

If you have still received nothing after these checks, contact us at contact@naturaliaquebec.com.

19. Return shipping costs

Return shipping costs remain the customer’s responsibility, except if the product received is:

  • defective
  • damaged
  • does not match the order