Return & cancellation
VALIDITY
Naturiste is renowned for its excellent customer service, and we prioritize customer satisfaction above all else. That is why we encourage our customers to contact us to discuss any situation before taking any action.
We sincerely hope that the products you purchase from Naturiste.ca help you achieve your optimal health.
If not, our return policy is valid for 30 days from the product delivery date.
This date is confirmed by Purolator delivery confirmation for Canadian orders, or by Canada Post once international service resumes. After this period, no returns will be accepted.
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 has been opened, the product consumed, and a defect is found, you may return it after contacting customer service.Shipping costs for a return by mail must be paid by the customer.
Gift cards and items identified as final sale or clearance are non-refundable.
Cancellation of one or more items that reduces the pre-tax order total to less than $75, or a change of address, may remove your right to free delivery.
RETURN REQUEST
To serve you efficiently, please follow the procedure below:
Contact customer service by email using our “Contact Us” form or directly at services@naturiste.ca.
Once the return is authorized, send the product to the following address via Purolator with tracking (Canada only):
Once the item is received, we will process the refund. Funds should appear on your statement within 5 to 10 business days.
⚠️ Please note: Orders placed in-store cannot be returned by mail; they must be returned to a Naturiste store.
RETURN COSTS
Return shipping costs must be fully borne by the customer.
If the return is due to an error on our part, costs will be covered by Naturiste.
In both cases, the customer is responsible for properly packaging the item. In case of breakage, we may refuse the return.
RETURN TO STORE
An item purchased online can be returned directly to a store.
A return request will be completed and forwarded to our online customer service.
If the request is valid according to the criteria listed above, a refund will be issued using the same payment method. You will receive a refund confirmation by email.
To make a return in-store, the customer must present proof of purchase.
REFUND
Once the item is received, an email follow-up will be sent.
If the refund request is accepted, the amount will be returned using the same payment method within ten business days.
The customer will receive a refund confirmation by email.
PARTIAL REFUND
A partial refund will be issued if the customer received free shipping when purchasing the returned item and the value of the returned item reduces the invoice amount to less than $75 before taxes and after discounts.
In this case, shipping costs will be deducted from the refund.
REFUND NOT RECEIVED
The customer must wait 10 business days for processing following acceptance of the refund request.
Beyond this period, if the customer believes they have not received their refund, they must first check the transactions on the card used to purchase the product, then contact their financial institution.
If the refund has not been made, the customer must then contact us by email at services@naturiste.ca.
EXCHANGE
Exchanges are only made in the event of an error with the product sent, a defect, or breakage.
An exchange request must be sent to services@naturiste.ca.
The exchange is subject to our approval. Delivery costs for the replacement item will be covered by Naturiste.
CANCELLATION
To cancel an order in progress, the customer must send an email to services@naturiste.ca or call customer service toll-free at 1-888-562-7268 Monday to Friday between 9 a.m. and 12:30 p.m. and 1:30 p.m. and 3 p.m.
If the order has already been shipped, the customer must wait to receive it before requesting a return. Shipping costs will not be refunded.
SHIPPING FOR RETURN
To return a product, the customer must package it to avoid breakage and send it to:
The customer is responsible for shipping costs unless Naturiste has previously agreed to cover them.
We cannot guarantee receipt during transit and are not responsible for loss or theft.