Cancellations and returns policy
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Picking error
In the case of an error on your order by Naterro, contact us immediately by email at labo@naterro.com. Naterro will provide a return label to the customer for the items' return. The customer must return the product as quickly as possible, in perfect condition for resale and in the original packaging, duly sealed with a copy of the original invoice. The product must be returned in a protected package (if possible, use the same original box) to limit damage during transportation. The returns authorization number must be clearly indicated on the package. Naterro agrees to pay transportation fees for product's return and return of the product initially ordered. The new product will not be shipped until the original product is returned to Naterro.
Damaged Item
To request an exchange for an item damaged during shipping, the customer must contact Naterro at labo@naterro.com. The customer must provide the order number and pictures of the parcel received from the carrier.
Exchanges and Refunds
No open product or product with broken, punctured or damaged seal will be accepted for exchange or refund, without prior written agreement between the client and Naterro. The customer has thirty (30) business days, from the reception date registered by the carrier, to request a return authorization. Any request for return must be made to Naterro by email at labo@naterro.com. The return is at the customer's expense for shipping cost. The return authorization number must be clearly written on the package. The products must be returned to Naterro in perfect condition for resale in their original condition, duly sealed with a copy of the original invoice. The return must be by a registered carrier, providing tracking number and insurance for the product's value.
In case of a refund, within 48 hours following the parcel's receipt by Naterro the amount paid for products and taxes will be credited based on the original method of payment,. A confirmation will be sent by email to the client. The transaction on the credit card statement may take up to 48 to 72 hours following the refund by Naterro. No delivery charges will be credited.
In case of returned orders to Naterro from outside of Canada, taxes and customs fees will be charged at Canadian border. The customer will be required to pay the customs fees and taxes. The amount of these taxes and customs fess will be deducted from the refund.
For a product exchange, the customer must pay delivery charges to send it back to Naterro.
Unclaimed or Refused Parcel
If a package is unclaimed by the client, the carrier will automatically return it to Naterro. The package refused by the customer upon delivery will also be returned to Naterro. The customer must contact Naterro for a refund, according to the terms in the "Exchanges and Refunds" section. Depending on the reason for refusal or unclaimed package, return fees charged by carrier may be charged to the customer. In the case of free delivery, Naterro reserves the right to charge these costs to the customer who refuses or didn't claim the package.
Order Modification
To change a confirmed and paid order, client must contact Naterro as soon as possible, at labo@naterro.com. The email must provide the order number and modification request. In case the order has already been processed and shipped, no modification will be made. Naterro will notify the client by replying to the email.