Return & Refund Policy
Return and Refund Policy
At Natylia, we aim for every order to meet your expectations. This policy sets out your rights and our procedures for returns, refunds, and exchanges.
Your Statutory Rights (UK Customers)
If you are a customer based in the United Kingdom, you have statutory rights that apply in addition to this policy:
- 14-day cooling-off period: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. Our 30-day return window is more generous than this legal minimum.
- Consumer Rights Act 2015: All goods sold must be of satisfactory quality, fit for purpose, and as described. If your item is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or full refund — regardless of our standard return window.
Nothing in this policy affects your statutory rights under UK law.
Key Information
- Return period: Items may be returned within 30 days from the delivery date (exceeding the 14-day statutory minimum).
- Return shipping: Customers are responsible for return shipping costs, except where items are faulty, damaged, or incorrect.
- Restocking fee: No restocking fee applies.
- Refund processing: Refunds are issued within 7 days of receiving and inspecting the returned item. Refunds are applied to your original payment method.
- Exchanges: Exchanges are available within the same 30-day return window.
Return Conditions
To be eligible for a return, items must meet the following conditions:
- Returned within 30 days of delivery (or within 14 days under your statutory cooling-off right)
- Unworn, unwashed, and in original condition
- All original tags attached
- Returned in original or equivalent packaging
The following items cannot be returned unless faulty or not as described:
- Swimwear and underwear (for hygiene reasons, unless the protective seal is intact)
How to Request a Return
To initiate a return, please email info@natylia.com with:
- Your order number
- The item(s) you wish to return
- The reason for your return
We will respond within 2 business days with return instructions. Please do not send items back without first contacting us.
Refunds
Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed within 7 days to your original payment method. Please allow additional time for your bank or card issuer to post the credit.
If you exercised your 14-day statutory cancellation right, we will refund you the full order value including standard outbound shipping costs. Return shipping in this case is at your expense unless the item is faulty.
Exchanges
To arrange an exchange, please contact info@natylia.com with your order number and details of the item you would like instead. Exchanges can be arranged within 30 days of delivery, provided the item is unused, unworn, and includes all original tags.
Order Cancellations
If you wish to cancel your order, please contact info@natylia.com as soon as possible. Once an order has been dispatched, cancellation may not be possible — however, you may still exercise your 14-day statutory right to cancel upon receipt.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please email info@natylia.com immediately with clear photos of the issue. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund at no cost to you. Natylia will cover all return shipping costs for verified faulty, damaged, or incorrect items.
Contact
For any questions about your return or refund, please contact us at info@natylia.com.
Business hours: Monday–Friday, 9:00 AM – 5:00 PM (GMT)