Refund policy

Last updated: June 19, 2026

Your satisfaction matters to us. If something isn't right with your order, we want to make it easy to resolve. Below you'll find everything you need to know about returning a product and getting your money back.

1. Return Window

You have 60 days from the date your order is delivered to request a return or refund.

2. How Returns Work

Because our products are water filtration devices, we handle returns differently depending on the situation:

• Unopened, unused items in original condition with all seals, tags, and packaging intact may be returned physically within the 60-day window.
• For change-of-mind refund requests on used or opened items, physical returns are generally not required — contact us and we will assess your request on a case-by-case basis.
• Opened or used filter straws cannot be returned for health and safety reasons, except where the item arrived faulty or damaged.

All accepted return requests should be directed to:

Natuva Labs (Tilen Piskule s.p.)
Keršova ulica 3, 3212 Vojnik, Slovenia
Email: support@natuvalabs.store
Phone: +386 70 572 566

3. How to Start a Return

Before sending anything back, you must contact us first. Returns sent without prior approval will not be accepted.

To open a return request:

1. Email us at support@natuvalabs.store
2. Include your order number and a brief explanation of the reason for your return

Once we've reviewed your request, we'll send you return instructions and an authorisation reference.

4. Who Pays for Return Shipping

• Change of mind or other standard returns — Return shipping is at your own expense.
• Faulty, damaged, or incorrect items — We'll cover the cost of return shipping.

5. Damaged or Incorrect Orders

If your order arrives in poor condition or isn't what you ordered, please contact us as soon as possible at support@natuvalabs.store. We'll arrange a suitable resolution — whether that's a replacement or a full refund, with return shipping covered by us.

6. Refunds

Once your return has been reviewed and approved, refunds are processed to your original payment method within 5 business days.

• Original shipping fees are non-refundable, unless the return is a result of our error or required under applicable law.
• If you selected a non-standard delivery option at checkout, any refund of shipping costs will be limited to the price of our standard delivery rate.

If 10 or more business days have passed since your refund was approved and you have not received it, please contact us at support@natuvalabs.store and we will investigate.

7. Customs, Duties & Taxes

• European Union — Prices shown on our site generally include applicable taxes. You should not face additional charges at delivery.
• United States — Most orders fall below the De Minimis threshold ($800 USD) and are not subject to import duties. Orders exceeding this threshold may be subject to customs fees. We recommend checking your local regulations if you have concerns. Original shipping fees and any import duties or taxes are non-refundable in the event of a standard return.

8. Fraud, Abuse & Policy Enforcement

We reserve the right to deny refund requests in cases involving:

• Suspected fraud or abuse
• Excessive or repeated refund requests from the same customer, household, billing profile, or payment method
• Chargeback abuse
• Violation of these Terms or our Terms of Service

We take fraudulent refund requests seriously and may share relevant information with payment processors and law enforcement where appropriate.

9. Contact Us

Natuva Labs (Tilen Piskule s.p.)
Keršova ulica 3, 3212 Vojnik, Slovenia
Email: support@natuvalabs.store
Phone: +386 70 572 566