Natupo Return & Refund Policy
Our Goal: Your Complete Satisfaction
At Natupo, we stand behind the quality of our products. If you are not entirely satisfied with your purchase, we're here to help. We offer free returns and exchanges within 30 days from the date your order is delivered.
Return & Exchange Eligibility
To be eligible for a return or exchange, your item must be:
• In the same, unused condition that you received it.
• In the original packaging, including all accessories and manuals.
• Accompanied by your order number or the email address used for the purchase.
How to Start a Return or Exchange
Please do not send your purchase back to us without first contacting our team.
1. Contact Us: Within 30 days of delivery, please email our customer support team at nicole@usnatupo.com .
2. Provide Info: Include your order number and a brief description or photo/video of the issue.
3. Receive Instructions: Once your request is reviewed, we will email you a prepaid return shipping label and detailed instructions on where to send your package.
Return Shipping
We make returns easy! Once we approve your return request, we will provide a return shipping label. Simply pack the item securely, attach the label, and drop it off at the designated carrier location (e.g., USPS).
Damages or Incorrect Items
Please inspect your order immediately upon receipt. If the item is defective, damaged, or if you received the wrong product, please contact us within 30 days of delivery. We will evaluate the issue and promptly send a replacement or process a full refund.
Refunds
After we receive and inspect your returned item, we will notify you of the approval status of your refund.
• If approved, your refund will be automatically processed to your original payment method.
• Please allow up to 10 business days for the refund to appear on your account. The processing time by your bank or credit card company may vary.
• If you haven't received your refund after 15 business days from our approval notification, please contact us.
Important Policies & Fees
• Unauthorized Returns: To ensure we can process your return quickly and correctly, you must contact us first. Any returns sent to our warehouse without prior authorization will be subject to a $20.00 restocking fee.
• Refused Delivery: If you refuse a delivery and the package is returned to us, a $20.00 refusal fee will be deducted from your refund to cover shipping and handling costs.
Order Cancellations & Address Changes
Need to cancel your order or change the shipping address? You must contact us within one hour of placing your order. We process orders quickly to get them to you fast, so cancellations or address changes cannot be guaranteed after this one-hour window.
Shipping Delays & Lost Packages
In case your order gets lost / delayed at any step of the shipping process, we can't issue a refund since Natupo incurs the shipping cost at the time of the shipment. In this instance we can only reship your order at our cost.