Refund policy

Step-by-step plan for returns

To complete your return, we require a receipt or proof of purchase. The return step depends on where you purchased the product:

  • The Nattou webshop

Download our return form here: Nattou Return Form. You will find a handy step-by-step plan so that you can return your order quickly and easily.

  • Another physical or online shop

The return process depends on the retailer in question. Please contact your point of sale or the webshop where you bought the Nattou product and make sure you have your receipt at hand.

Return conditions

Our return policy is 30 days. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.

To be eligible for return, the item must be unused and in the same condition as you received it.

Some types of goods are exempt from return. Certain products are not accepted due to intimate or hygienic reasons. This includes:

  • Baby toothbrushes

The following items cannot be returned either:

  • Gift vouchers
  • Personalised goods

Refunds (if applicable)

There are certain situations where only partial refunds will be granted: (if applicable)

  • Any item that is not in its original condition, damaged or missing parts for reasons not attributable to our fault.
  • Any item returned more than 30 days after delivery

Upon approval of your item, your refund will be processed and automatically applied to your credit card or original payment method within 14 days.

Late or missing refunds (if applicable)

If you have not yet received your refund, please check your bank account again.
Then contact your credit card company, as it may take some time before your refund is officially transferred.

Then contact your bank. There is often some processing time before a refund is posted.

If you have done all this and still have not received your refund, please contact us at info@nattou.eu.

Gift vouchers

If you are returning a product that was purchased (in part) with a gift card, you will receive a new gift card and a refund of the then remaining purchase price.

Sale items (if applicable)

Only regular priced items can be refunded, sale items are unfortunately not refundable.

Exchanges (if applicable)

We only replace items when they are faulty or damaged. If you want to exchange it for the same article, please contact the point of sale where you purchased your article. Did you buy the article via the Nattou webshop? Then please send us an e-mail via info@nattou.eu.

Gifts

If a purchase was intended as a gift, please check with the gift giver about the point of sale where the gift was purchased. Depending on the place of purchase, you will have to take different steps to return your gift and a different refund policy may apply:

  • The Nattou webshop

When returning a gift purchased at the Nattou webshop we will send a refund to the gift giver. The return process follows the same steps as mentioned on the first page. Fill in the details of the gift giver on the return form.

  • Another physical or online shop

The return process and refund policy depends on the retailer in question. Please contact the point of sale or the online shop where the gift was purchased. Be sure to have your purchase receipt or receipt at hand.

Shipping

To return your product, bought on the Nattou webshop, please send your product according to the instructions on the first page to: Jollymex NV, Lindestraat 18, Zele, 9240, Belgium.

You are responsible for paying your own shipping costs for returning your item. Shipping costs are not refundable. If you receive a refund, the cost of the return will be deducted from your refund.

Depending on where you live, the time it takes for your exchanged product to reach you may vary.

If you are shipping an item over €75, please consider using a trackable shipping service or purchase shipping insurance. We cannot guarantee that we will receive your returned item.