Refund policy

We value your trust and are committed to your satisfaction. Our return and cancellation policy is designed to be clear and fair, while offering you flexibility and peace of mind, accommodating the nature of our products. Please review the following guidelines carefully.

1. Made-to-Order Items

Cancellation Policy:

 

  • Extended Cancellation Window: You may cancel orders for made-to-order items within 7 days of placement without any charge.
  • After 7 Days: If you wish to cancel after 7 days, please contact us. We will do our best to accommodate your request, depending on the production stage of your item.
  • Non-Cancellable Items: Once production has commenced, cancellations are no longer possible.

Return Policy:

  • 30-Day Return Window: We accept returns of made-to-order items within 30 days of delivery.
  • Condition: Items must be in their original condition, unused, and with all original packaging intact.
  • Easy Return Process: Contact our customer service team to initiate a return. They will provide you with a return authorisation and instructions on how to proceed.
  • Refunds: Once the returned item is received and inspected, a refund will be issued to your original payment method.
  • Return Shipping: Customers are responsible for return shipping costs. Please ensure the item is securely packaged to prevent damage during transit. We recommend using a reliable shipping service with tracking and insurance.
  • Pre-Purchase Recommendations: We highly recommend ordering fabric or material swatches where available and ensuring that the item’s dimensions and specifications meet your requirements before placing an order. Please also confirm that the product will fit through your property’s access points, such as doorways and staircases.

2. Stocked Items

Return Policy:

  • 60-Day Return Window: You may return stocked items within 60 days of receipt.
  • Condition: Items must be returned in their original condition, unused, and with all original packaging intact.
  • Hassle-Free Returns: Contact our customer service team to initiate a return. They will provide you with a return authorization and instructions on how to proceed.
  • Refunds: Once the returned item is received and inspected, a refund will be issued to your original payment method promptly.
  • Return Shipping: Customers are responsible for return shipping costs. Please ensure the item is securely packaged to prevent damage during transit. We recommend using a reliable shipping service with tracking and insurance.

3. Faulty or Damaged Items

Reporting Faults:

  • Extended Inspection Period: Please inspect your items upon delivery. If you notice any faults or damages, contact our customer service team within 14 days of receipt.
  • Simple Reporting: Provide photographs of the faulty or damaged item, along with your order number and a description of the issue.
  • Swift Resolution: We will offer a repair, replacement, or full refund at no extra cost to you.

 

Manufacturing Defects:

  • Lifetime Limited Warranty: We stand by the quality of our products. If a manufacturing defect is discovered at any time, please contact us. We will arrange a repair or replacement at no additional cost.

4. Shipping and Delivery

Made-to-Order Delivery:

  • Dispatch Timeframe: Made-to-order items will be dispatched within the timeframe stated on the product page. Please note that delays can occur due to circumstances beyond our control, and we will notify you if there are any changes to the expected dispatch date.
  • Shipping Confirmation: You will receive a dispatch confirmation email once your order is ready to ship. Our shipping partner will contact you directly with further details about your delivery.

Expedited Delivery:

  • Airfreight Option: For customers who require faster delivery, we offer an expedited airfreight service for an additional fee for items under 30kgs in total weight, including packing. Please contact our customer service team to discuss this option and to arrange for expedited shipping.

5. Contact Information

If you have any questions regarding our return and cancellation policy, or need assistance with an order, please contact our customer service team at hello@natage.com.