Refund policy

Last updated: June 5, 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.

Return Window

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

All accepted return requests shall be delivered to the name and address listed below:
Natuva Labs (Tilen Piskule s.p.)
Keršova ulica 3, 3212 Vojnik, Slovenia
Email: support@natuvalabs.store
Phone: +386 70 572 566

What Can Be Returned

To be accepted for return, items must be:

• Unused and in their original condition
• Returned with all seals, tags, and packaging intact

Important hygiene notice: Because our products are water filtration devices, opened or used filter straws cannot be returned for health and safety reasons. The only exception is if the item arrived faulty or damaged — in that case, please see the section below.

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.

Who Pays for Return Shipping

This depends on why you're returning:

• 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 getting the item back to us

Damaged or Incorrect Orders

If your order arrives in poor condition or isn't what you ordered, please get in touch with us as soon as possible at support@natuvalabs.store. We'll assess the situation and arrange a suitable resolution — whether that's a replacement or a refund.

Refunds

Once your return arrives and has been inspected, we'll let you know whether it's been approved.

• Approved refunds are returned 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. We will not reimburse any upgrade or premium delivery surcharge.

Customs, Duties & Taxes

• European Union — Prices shown on our site generally include applicable taxes. You should not face additional charges at delivery.
• United States — Many orders fall below the De Minimis threshold and are not subject to import duties, though customs rules can vary. We recommend checking your local regulations if you have concerns.

Contact Us

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