Terms of service

Last updated: June 5, 2026

Before You Continue

These Terms of Service set out the rules that apply when you visit natuvalabs.store or place an order with us. Using this website means you accept these terms. If you don't agree, please don't proceed.

We may revise these Terms from time to time. When we do, the updated version will be posted here and takes effect immediately. Carrying on using the site after any update means you accept the changes.

These Terms are written in line with applicable European Union law, including:

• Consumer Protection legislation (ZVPot-1)
• Obligations Code (OZ)
• Electronic Commerce Market Act (ZEPT)
• General Data Protection Regulation (GDPR)

1. About Us

Natuva Labs (Tilen Piskule s.p.)
Keršova ulica 3, 3212 Vojnik, Slovenia
Phone: +386 70 572 566
Email: support@natuvalabs.store
Company Registration: 7361769000
VAT: SI38879387

Our online store is built on Shopify Inc., which powers the platform you use to browse and purchase our products.

2. Using This Website

By accessing or shopping on our site, you confirm that:

• You are of legal age in your country, or you have a guardian's permission
• You will use the website only for lawful purposes
• You will not attempt to misuse, disrupt, or exploit the site in any way

We reserve the right to restrict or block access to any user for any reason we consider appropriate.

3. What We Commit To

As a trader, we will always make the following information available to you:

• Our company identity and contact details
• A reliable way to reach us quickly (email and phone)
• Clear descriptions of our products, including any after-sales support or warranty terms
• Current stock availability
• Delivery methods, timelines, and any location restrictions
• Which payment options we accept
• How long any offer or promotional price remains valid
• Your right to cancel an order and how to do it
• How returns work and who covers the cost
• How to make a complaint and who to contact

4. Product Information

We do our best to make sure all product descriptions, photos, and specifications are accurate and up to date. That said:

• Photos are for illustrative purposes — minor differences in colour or appearance may occur
• We reserve the right to correct errors or update listings without advance notice
• We are not liable if any content on this site is incomplete or outdated

All information on the website is provided in good faith for general purposes only. You rely on it at your own discretion.

5. Ordering

How to order: Select the product you want, choose your quantity, pick a payment method, and confirm your purchase.

When is my order confirmed? Once you complete checkout, you'll receive a confirmation email. That email marks the point at which a binding agreement is formed between you and Natuva Labs.

Can orders be refused? Yes. We reserve the right to cancel or decline any order — for example, in cases of a pricing error, out-of-stock items, or suspected misuse.

6. Pricing

Prices are shown in USD or EUR depending on your region. Taxes are included where legally required. Shipping costs are calculated at checkout, unless a free shipping promotion is active at the time of your order.

7. Payment

We accept PayPal and credit or debit cards through Shopify Payments. An invoice will be included with your delivery.

8. Delivery

Orders are prepared and dispatched within 1–2 business days. Orders placed on weekends will be sent out the following Monday.

Where we ship:

Estimated delivery times:

Because we ship from Slovenia, all delivery timelines are estimates. Delays caused by customs, weather, or other factors outside our control are not our responsibility.

Once your carrier confirms delivery, risk passes to you as the customer. We are not liable for packages lost or stolen after confirmed delivery. Please double-check your shipping address — we cannot be held responsible for deliveries sent to an incorrect address provided at checkout.

9. Returns and Complaints

If you have an issue with a product or your order, contact us at support@natuvalabs.store. We'll do our best to resolve it as quickly as possible.

Return address: Natuva Labs (Tilen Piskule s.p.) Keršova ulica 3 3212 Vojnik, Slovenia

10. Right to Cancel (Withdrawal)

You have up to 60 days from the date of delivery to request a return.

To start the process, email us at support@natuvalabs.store or write to our address above.

Conditions for return:

• The product must be unused and in its original condition
• All original packaging, seals, and labels must be intact

Due to the nature of water filtration products, opened or used items are not eligible for return unless they arrived defective.

Once we receive and inspect your return, approved refunds are processed within 5 business days. Return shipping is at your expense. If you originally chose a non-standard delivery option, we will not reimburse any extra delivery costs beyond what our standard rate would have been.

Returned goods must reach us within 60 days of your withdrawal notice.

11. Warranty

All our water filter straws come with a 1-year limited warranty covering manufacturing defects under normal use.

The warranty does not apply to damage resulting from:

• Misuse or improper handling
• Normal wear and tear
• Negligence

To raise a warranty claim, contact us at support@natuvalabs.store. We aim to respond promptly and resolve all claims within 30 days of notification.

12. Damaged or Defective Products

If your order arrives damaged, defective, or incorrect, let us know in writing at support@natuvalabs.store as soon as possible. We will acknowledge your complaint within 14 days and work to resolve it quickly.

13. Legal Conformity

We are responsible for delivering products that match their listed description, quantity, quality, and specifications. If a product doesn't conform to what was described:

• Notify us within two months of discovering the issue
• We will fix or replace the item within 30 days
• If we fail to do so, you may request a price reduction or a full refund

We are not liable for non-conformity issues raised more than two years after purchase. If a defect appears within the first year, the burden of proof that the defect did not exist at delivery lies with you as the customer.

Where non-conformity is not in dispute, we will act on your request within 8 days and provide a written response in the same timeframe.

14. Third-Party Tools

We may use external tools or services to support our website and operations. These are provided without guarantees, and use of any such tools is at your own risk.

15. User Submissions

If you submit feedback, a review, or any other content to us, you grant us the right to use it freely. Please ensure that anything you share does not infringe on anyone else's rights or violate any laws.

16. Account and Billing Accuracy

When placing an order or creating an account, you agree to provide accurate, complete, and current information. You are responsible for keeping your details — including payment information — up to date. We may refuse, limit, or cancel orders that appear to involve resellers, bulk buying, or unusual activity.

17. Prohibited Conduct

When using our website, you may not:

• Act in violation of any local, national, or international law
• Attempt to gain unauthorised access to our systems or data
• Upload or transmit malicious code or harmful content
• Engage in fraud, deception, or impersonation
• Infringe on our intellectual property or that of any third party
• Harass, threaten, or discriminate against any person or group
• Collect other users' personal data without consent
• Engage in spamming, phishing, or scraping
• Attempt to bypass or undermine our site's security

We reserve the right to terminate your access immediately if you violate any of the above.

18. Warranties and Liability

We do not guarantee that the website will always be available, error-free, or completely secure. Our products and services are provided on an "as is" and "as available" basis.

To the fullest extent permitted by law, Natuva Labs is not liable for any indirect, incidental, or consequential damages arising from your use of the website or our products.

19. Your Responsibility to Us

You agree to defend and hold harmless Natuva Labs, its owner, staff, and partners against any claims, losses, damages, or legal costs that arise from your breach of these Terms, any violation of applicable law, or infringement of third-party rights.

20. Suspension and Termination

These Terms remain in force until ended by you or us. We may suspend or terminate your access at any time if we believe you have breached these Terms. Any obligations or liabilities built up before termination remain in effect.

21. If Part of These Terms Is Invalid

If any individual provision of these Terms is found to be unenforceable or invalid, that provision will be applied to the maximum extent the law allows, and all remaining provisions will continue to apply in full.

22. Complete Agreement

These Terms, along with any policies linked from this page, form the entire agreement between you and Natuva Labs regarding use of this website. They replace any earlier agreements or discussions on the same subject.

23. Consumer Dispute Resolution

Natuva Labs does not recognise any out-of-court dispute resolution body as having authority to settle consumer disputes under the Consumer Dispute Resolution Act.

If you are an EU consumer and wish to raise a dispute, you may use the EU Online Dispute Resolution platform: https://webgate.ec.europa.eu/odr

Slovenian substantive and procedural law applies to all disputes between you and Natuva Labs.

24. Governing Law

These Terms are governed by the laws of the Republic of Slovenia and applicable EU regulations.

25. Data Protection

We handle personal data in line with the General Data Protection Regulation (GDPR). Your data is used only for processing orders, arranging delivery, providing customer support, and meeting our legal obligations. We do not sell personal data.

Full Privacy Policy: natuvalabs.store/policies/privacy-policy

26. Get in Touch

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