Refund policy

RETURN AND REFUND POLICY

At Natzen, we stand behind the quality of our products and want you to shop with confidence. That's why we offer a 30-Day Money-Back Guarantee under the terms outlined below. By placing an order on our website, you acknowledge and agree to this policy in full.

30-DAY MONEY-BACK GUARANTEE

We offer a 30-day money-back guarantee from the confirmed delivery date of your order. Refund eligibility is strictly limited to this 30-day window. No exceptions are made beyond the terms stated in this policy.

ELIGIBILITY FOR REFUNDS

To be eligible for a refund, all of the following conditions must be met:

  • The refund request must be submitted within 30 days of the confirmed delivery date.
  • The product must have been purchased directly from the official Natzen website (natzenshop.com).
  • The request must be the first refund request submitted for that order.
  • The customer must provide the original order number and the email address used at checkout.
  • Shipping, handling, and any applicable taxes or duties are non-refundable.
  • Product returns are not required and not accepted. Customers should not ship products back to us, and any items shipped to us will not be received, processed, or refunded beyond what is already covered by this policy.

Refund eligibility is determined solely by Natzen based on the conditions above.

HOW TO REQUEST A REFUND

To request a refund, please contact our customer support team at support@natzenshop.com within the 30-day eligibility window. Your message must include:

  • Full name used on the order
  • Order number
  • Email address used at checkout
  • A brief description of the reason for the refund request

Our team will review your request and respond within 1–2 business days. Incomplete requests or requests missing required information may be delayed or denied.

REFUND PROCESSING

Once a refund is approved:

  • Refunds will be issued to the original payment method used at the time of purchase.
  • Processing typically takes 5–10 business days after approval, though the exact timing depends on your bank or card issuer.
  • Natzen is not responsible for delays caused by financial institutions, payment processors, or third-party services.
  • If you do not see the refund after 10 business days from the approval date, please contact your bank or card issuer first, as the funds may already be in process on their end.

NON-ELIGIBLE REFUNDS

The following situations are not eligible for refunds under any circumstances:

  • Requests submitted outside of the 30-day money-back guarantee period.
  • Subscription renewals or recurring charges processed after the 30-day window of that specific order.
  • Orders that have already received a refund, partial refund, or store credit.
  • Products purchased from unauthorized third-party resellers, marketplaces, or retailers.
  • Requests based on dissatisfaction with results, taste, smell, color, or texture after the 30-day window, as individual responses to dietary supplements vary.
  • Requests where the customer has previously abused our refund policy or initiated chargebacks against Natzen.
  • Orders flagged for suspected fraud, resale activity, or violation of our Terms of Service.
  • Promotional, free, gifted, or bonus items.
  • Any request made outside the conditions stated in this policy.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If you receive an item that is damaged, defective, or incorrect, please contact us at support@natzenshop.com within 7 days of delivery with the following:

  • Your order number
  • Clear photos of the product received
  • Clear photos of the outer packaging and shipping label
  • A description of the issue

Once verified, we will offer a replacement or full refund at no additional cost to you. Claims submitted without supporting photos or after the 7-day window may not be eligible. Damage caused by misuse, improper storage, or events outside of normal shipping and handling is not covered.

LOST OR UNDELIVERED PACKAGES

If your tracking information shows that your order was delivered but you did not receive it:

  • Please check with household members, neighbors, building managers, or mailroom staff before contacting us.
  • Verify that the shipping address provided at checkout was complete and correct. Natzen is not responsible for orders shipped to incorrect addresses provided by the customer.
  • Contact us at support@natzenshop.com within 7 days of the carrier's marked delivery date.

We will work with the carrier to open an investigation. If the package is confirmed lost in transit, we will issue a replacement or refund at our discretion. Claims made more than 7 days after the marked delivery date may not be eligible.

SUBSCRIPTIONS

If your order includes a subscription:

  • Subscriptions automatically renew every 30 days, or at the cadence selected at checkout, until canceled.
  • By submitting your initial subscription order, you expressly agree to the auto-renewal terms and authorize Natzen to charge your payment method on file for each billing cycle.
  • It is the customer's sole responsibility to manage, modify, or cancel the subscription before the next billing date.
  • To avoid a recurring charge, you must cancel your subscription before the last day of your current billing period. Cancellations take effect at the end of the current billing period.
  • Subscription renewals are non-refundable once processed, unless they fall within the 30-day money-back guarantee of that specific renewal order and meet all other eligibility conditions.
  • Customers are responsible for keeping their billing information current, complete, and accurate (including billing address, card number, and expiration date). Failure to update this information does not entitle the customer to a refund.

To cancel a subscription, contact support@natzenshop.com or use the customer portal linked in your order confirmation email.

CHARGEBACKS AND PAYMENT DISPUTES

We strongly encourage customers to contact our support team before initiating a chargeback or payment dispute with their bank or card issuer. Most issues can be resolved quickly and directly through our support channels.

  • Filing a chargeback without first contacting Natzen is considered a violation of this policy.
  • Customers who file fraudulent or unjustified chargebacks may be blocked from making future purchases on our website and may be reported to fraud prevention networks.
  • Natzen reserves the right to provide evidence to the payment processor or bank to dispute chargebacks, including order details, IP address, tracking information, and customer communication records.
  • If a chargeback is filed and later resolved in the customer's favor outside of this policy, Natzen reserves the right to recover associated fees and costs.

LIMITATION OF LIABILITY

Natzen's liability is strictly limited to the value of the product purchased. Under no circumstances will Natzen be liable for any indirect, incidental, consequential, or special damages arising from the use or inability to use our products, including but not limited to allergic reactions, dissatisfaction with results, or delays in shipping caused by carriers, customs, or events outside our control.

Dietary supplements are not intended to diagnose, treat, cure, or prevent any disease. Customers are responsible for reading product labels carefully, consulting with a qualified healthcare provider before use, and ensuring the product is appropriate for their individual needs.

POLICY MODIFICATIONS

Natzen reserves the right to modify, update, or change this Refund Policy at any time without prior notice. Any changes will take effect upon being posted on our website. The policy in effect at the time of your order is the policy that applies to that specific order.

AGREEMENT TO POLICY

By completing a purchase on our website, you acknowledge that you have read, understood, and agreed to this Refund Policy in full, including all eligibility requirements, limitations, and dispute terms.

CONTACT CUSTOMER SUPPORT

If you have questions about your order, refund eligibility, or this policy, please contact our customer support team:

Email: support@natzenshop.com Response time: 1–2 business days, Monday through Friday

We are committed to resolving every issue fairly and promptly.