Return & cancellation

RETURNS, REFUNDS, OR CANCELLATIONS

VALIDITY

Naturiste is known for its excellent customer service, and we prioritize customer satisfaction above all. For this reason, we encourage customers to contact us before taking any action, so we can review the situation together.

We sincerely hope that the products you purchase on Naturiste.ca help you achieve optimal wellness. If not, our return policy is valid for 30 days from the delivery date of the product.
This date is confirmed by the delivery notification from Canada Post for orders within Canada, or by Canada Post once international service resumes.

RETURN CONDITIONS

You may return your order provided the following conditions are met:

  • The packaging is in its original condition.

  • You have a copy of the transaction receipt, including the payment method.

  • The product has not been consumed or used.

  • Exception: If the container was opened, the product was consumed, and a defect is found, you may return it after contacting Customer Service.

  • Shipping fees for returns sent by mail must be paid by the customer.

  • Gift cards and items marked as final sale or clearance are non-refundable.

  • Cancelling one or more items that reduces the subtotal (before taxes) below $75, or changing the delivery address, may remove eligibility for free shipping.

RETURN REQUEST

To serve you efficiently, please follow these steps:

  1. Contact Customer Service by email through our “Contact Us” form or directly at services@naturiste.ca.

  2. Once the return is authorized, send the product to the following address via Canada Post with tracking (Canada only):

Naturiste Inc.
Attn: Customer Service
5924 Henri-Bourassa Blvd West
Saint-Laurent, QC, Canada
H4R 1V9

  1. Once the item is received, we will proceed with the refund. Funds should appear on your statement within 5 to 10 business days.

⚠️ Please note: Orders purchased in-store cannot be returned by mail; they must be brought back to a Naturiste store.

RETURN SHIPPING FEES

Shipping fees for a return must be fully covered by the customer.
If the return is due to an error on our part, the shipping fees will be covered by Naturiste.

In both cases, the customer is responsible for properly packaging the item. If damage occurs during transit, the return may be refused.

IN-STORE RETURNS

An item purchased online may be returned directly in-store. A return request will be completed and forwarded to the Web Customer Service team.
If the request meets the conditions listed above, the refund will be issued using the original payment method. You will receive a refund confirmation by email.

To make an in-store return, customers must present proof of purchase.

REFUNDS

Once the item is received, you will receive an email update.
If the refund is approved, the amount will be issued using the original payment method within ten business days. A confirmation email will be sent.

PARTIAL REFUNDS

A partial refund will be issued if the customer benefited from free shipping and the value of the returned item reduces the order total below $75 (before taxes and after discounts).
In this case, shipping fees will be deducted from the refund amount.

REFUND NOT RECEIVED

The customer must allow up to 10 business days after the refund approval for processing.
If the customer believes they have not received their refund after this period, they must first check the transactions on the card used for the purchase and then contact their financial institution.
If the refund has still not been processed, the customer may contact us at services@naturiste.ca.

EXCHANGES

Exchanges are only performed in cases of incorrect item sent, defect, or damage.
An exchange request must be sent to services@naturiste.ca. The exchange is subject to approval. Replacement item shipping fees will be covered by Naturiste.

CANCELLATION

To cancel an order in progress, the customer must email services@naturiste.ca or call Customer Service toll-free at 1-888-562-7268 Monday to Friday between 9:00 a.m.–12:30 p.m. and 1:30 p.m.–3:00 p.m.

If the order has already shipped, the customer must wait to receive it and then submit a return request. Shipping fees will not be refunded.

SHIPPING FOR RETURNS

To return a product, the customer must package it properly to prevent damage and send it to:

Naturiste
5924 Henri-Bourassa Blvd West
Saint-Laurent, QC
H4R 1V9, Canada

The customer is responsible for shipping fees unless otherwise approved by Naturiste.
We cannot guarantee receipt of the parcel during transit and are not responsible for lost or stolen packages.