Refund policy

Return Policy:

Only new products, in their original packaging and returned within 14 days from the date of receipt, will be accepted.

Products must be returned with the purchase invoice received by email at the time of ordering. Return shipping costs are non-refundable.

Please ensure that your return meets the following conditions:

  • Returns can be sent within 14 days of receiving your order.
  • Cosmetic products (creams, makeup, lotions, gels, shampoos, soaps, scrubs, etc.) and sponges can only be returned in their original, unopened packaging for hygiene reasons.
  • Accessories must have their original tags and must not have been used.
  • The following products cannot be returned: Natus Marrakech (digital) gift cards and personalized products.
  • We can only process returns when the order is sent back in resalable condition, in its original packaging and in a sturdy return box, except for defective products.
  • We reserve the right to refuse returns that show signs of wear or other damage caused by the customer.

Tips:

  • Open your package carefully to keep it in good condition in case you need to return it. Protect your products with bubble wrap and place them in an intact parcel.
  • Always request proof of postage from your post office or carrier when returning an order.
  • Returns can be sent within 14 days of receiving your order.

Return your products in an intact package.

For products that are damaged or show signs of use, we reserve the right to refuse the return or charge for the damage.

Tip: Always keep your return shipment confirmation until your return has been fully processed.

General terms and conditions apply to your shipped products. You are entitled to return items under your right of withdrawal.

How long does a refund take after a return?

Once we receive your returned shipment, we will refund your purchase amount as quickly as possible using the original payment method. It may take up to 14 days after receiving the returned products for the refund to be fully processed. If the amount has not appeared in your account after this period, we will be happy to assist you using your order number and shipping confirmation.

Virtual gift card: The amount of the virtual gift card is non-refundable.

I have placed my order, can I still modify it?

You cannot modify your order once it has been placed. This applies to address changes and modifications to the ordered products. Full cancellation of the order is possible within a maximum of 24 hours from the time of payment and must be communicated by email to info@natusmarrakech.es, indicating name, surname, destination country, and order number.

Can I return my order in a store?

Online purchases cannot be returned in Natus Marrakech stores, but only by post or courier directly to the headquarters in Marrakech at the following address:

NATUSMARRAKECH S.L. – CALLE SUSANA LLANERAS 16 bajo A – 03001 Alicante – Spain

Can I exchange products ordered online?

Exchanges are not possible, but you can of course place a new order and enjoy your favorite products!