Return Policy
Return & Refund Policy
All Natuross products are handcrafted to order, including custom sizes, finishes, and designs. Each piece is made specifically for you after your order is placed.
Because of this, all orders are considered custom-made and final sale.
❗ Returns & Cancellations
We do not accept returns, exchanges, or cancellations once production has begun.
Before production starts, we provide a design confirmation (if applicable) to ensure all details are correct. Please review carefully before approval.
⚠️ Damaged, Defective, or Incorrect Items
If your order arrives:
- Damaged
- Defective
- Incorrect
Please contact us within 48 hours of delivery at:
Include:
- Your order number
- Clear photos of the issue
We will review the case and provide a replacement or full refund if the issue is confirmed.
📦 Return Conditions (If Approved)
If a return is approved due to damage or error:
- The item must not be used or installed
- We will provide return instructions
- Unauthorized returns will not be accepted
🚚 Shipping for Approved Returns
- If the issue is confirmed as our responsibility, we will cover the return or replacement
- In some cases, return shipping may not be required and a resolution will be provided directly
💳 Refunds
Once your case is approved:
- Refunds are issued to the original payment method
- Processing time: up to 10 business days
- Your bank or card provider may take additional time to post the refund
🇪🇺 European Union Customers
For orders shipped to the European Union:
Custom-made goods are exempt from the 14-day cooling-off period, in accordance with EU consumer protection laws.
📩 Contact
For any questions or concerns: