Refund policy

Return & Refund Policy – Nature Eva

At Nature Eva, we are committed to delivering high-quality professional haircare products and excellent customer service. Please read our Return & Refund Policy carefully before placing an order.

Eligibility for Returns & Refunds

We accept returns and issue refunds only in the following cases:

  • You received the wrong product

  • The product arrived damaged during transit

  • The product is defective upon arrival

Returns are not accepted for:

  • Products that have been used, opened, or partially consumed

  • Products damaged due to incorrect handling or storage after delivery

  • Change of mind or ordering errors made by the customer

  • Clearance or promotional items (unless faulty)

Mandatory Evidence for Claims

To process any return or refund request, the customer must provide all required evidence within 48 hours of delivery.

The following documentation is mandatory and required by delivery companies and insurance providers:

  1. Clear photos of the outer shipping box (all sides)

  2. Clear photos of the inner packaging

  3. Clear photos of the product(s) received

  4. Video showing the box opening, including inside and outside condition

  5. Order number and proof of purchase

⚠️ Claims submitted without all required photos and video will not be accepted or processed.

Wrong Product Sent by Nature Eva

If Nature Eva has sent the incorrect product:

  • We will offer a replacement or full refund

  • Return shipping costs will be covered by Nature Eva

  • The product must be returned unused and in its original packaging

Damaged Items During Delivery

If your order arrives damaged:

  • You must report it within 48 hours of delivery

  • All required photo and video evidence must be provided

  • Once approved, we will offer a replacement or refund, depending on stock availability

Failure to provide the requested documentation will result in the claim being declined.

Return Process

  1. Contact our customer support team at info@nature-eva.com within 48 hours of delivery

  2. Provide your order number and required evidence

  3. Wait for confirmation and return instructions

  4. Once the returned item is received and inspected, we will process the refund or replacement

Unauthorised returns will not be accepted.

Refund Processing

  • Approved refunds will be processed to the original payment method

  • Refunds may take 5–10 business days to appear, depending on your bank or payment provider

  • Shipping fees are non-refundable, except when the error is confirmed to be ours

Professional Use Disclaimer

Nature Eva products are designed for professional use. We are not responsible for results caused by:

  • Incorrect application

  • Failure to follow professional protocols

  • Incompatibility with other products or treatments not recommended by Nature Eva

Right to Refuse Refunds

Nature Eva reserves the right to refuse any return or refund request if:

  • Required evidence is missing

  • The product has been used or altered

  • The claim is submitted outside the stated timeframe. 

Contact Us

For return or refund requests, please contact:
📧 info@nature-eva.com
📦 Include your order number in all correspondence.

This policy is designed to protect both our customers and Nature Eva while ensuring fair, transparent, and professional service.