SHIPPING & RETURNS
1. Overview
This Shipping & Returns Policy applies to all purchases made through our website www.nature-eva.co.uk.
We comply with UK consumer protection laws, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. These laws give you important rights when shopping online, including your right to cancel within a specific timeframe and your right to a refund for faulty or misdescribed goods.
2. Right to Cancel & Returns (Cooling-Off Period)
You have the right to cancel your order within 14 days of receiving your goods without giving any reason.
• Once you notify us of your decision to cancel, you then have 14 more days to return the item(s) to us.
• We will process your refund within 14 days of receiving the returned goods, using the original payment method.
Eligibility for Returns (Non-Faulty Items)
To be eligible for a return when the product is not faulty, the item must be:
• Unused and in the same condition as received
• Preferably in its original packaging
• Returned with proof of purchase (receipt, invoice, or order confirmation)
3. Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or not as described, you are legally entitled to a full refund or exchange under the Consumer Rights Act 2015.
In these cases:
• We will cover the return shipping costs.
• Please contact us within 30 days of receiving your order and include:
* A clear explanation of the issue
* Photographic evidence (product, packaging, and, if possible, a short video)
* The product’s batch/lot number, if applicable
Send this information to 📧 [info@nature-eva.co.uk](mailto:info@nature-eva.co.uk). Our technical team will review your case promptly.
4. Items That Cannot Be Returned
We cannot accept returns for:
• Perishable goods (e.g. fresh food)
• Hygiene-sensitive products where the packaging has been opened (e.g. cosmetics, personal care products)
• Custom-made or personalised items
• Products returned more than 14 days after notifying us of cancellation (unless faulty)
5. Sale Items
Sale and discounted items are still refundable under UK law, provided they are not faulty-exempt or hygiene-exempt. Your statutory rights are not affected.
6. Shipping Information
Warehouses
We operate from two warehouses:
• UK Orders: Dispatched from our UK warehouse
• EU & International Orders: Dispatched from our Spain warehouse
Shipping Costs
• UK: £5.50 (1–2 working days)
• Other countries: Shipping rates vary by destination and are automatically calculated at checkout
7. Refund Process
How to Request a Refund
1. Contact us at 📧 [info@nature-eva.co.uk](mailto:info@nature-eva.co.uk) with:
* Order number & proof of purchase
* Reason for return or refund request
* Relevant images or videos of the issue
2. We will confirm your eligibility and provide the correct return address.
3. Refunds are processed within 14 days of receiving your returned items.
Refunds for Change of Mind
• If you are returning an item because you changed your mind, you will need to pay for the **return shipping costs.
• If the item is faulty, damaged, or incorrect, we will cover the return shipping costs.
Late or Missing Refunds
If you haven’t received your refund after 14 days:
1. Check your bank account again.
2. Contact your payment provider.
3. Contact your bank, as processing times vary.
4. If you’ve done all this and still haven’t received your refund, email us at 📧 [info@nature-eva.co.uk](mailto:info@nature-eva.co.uk).
8. Exchanges
We only replace items if they are defective or damaged.
• To request an exchange for the same item, please email us at *[info@nature-eva.co.uk](mailto:info@nature-eva.co.uk)*.
• We’ll confirm the process and provide the correct return instructions.
9. Returning Your Item
Once approved, send your return to the appropriate warehouse:
For UK Orders:
Nature Eva UK
Unit 2 Winston Business Centre
43 Chartwell Road
BN15 8TU
United Kingdom
⚠️ If returning a high-value item, we strongly recommend using a **trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item without tracking.
10. Third-Party Delivery Issues
While we ensure your order is carefully packed, we cannot be held directly responsible for delays, damages, or lost parcels caused by third-party delivery companies. However, if such an issue arises we will keep you updated on the resolution process.
11. Contact Us
If you have any questions about shipping, returns, refunds, or exchanges, please contact us:
info@nature-eva.com.
