Refund policy

Returning Purchases

If you're not satisfied with your natuvalle.com purchase, you can return the product for the purchase price (minus the shipping, handling, gift wrap and other charges) within 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original poly bag package and have the brochure, airplane tag & seatbelt tag attached to the bag.

If the pet carrier is not returned in the original poly bag with the barcode label, then we/Amazon will not be able to return it to our inventory, it will be lost and cannot be registered for a refund.

NOTE: Pet carriers, pet beds and pet toys are non-returnable by sanitation laws.

 

Returning a Product

If you wish to return a product to natuvalle.com, please follow the instructions below.

Return by Mail

  1. On the bottom of your packing slip, select the reason for return.
  2. Email our Customer Care Team on info@natuvalle.com a photo of the pet carrier in the original poly bag and a photo of the barcode label on the poly bag, to receive a return authorization number and shipping label.
  3. Remove any existing labels from the box and affix the RETURN shipping label provided to you on the outside of the box and package the items for your return.
  4. Include the RMA (Return Authorization) Number in the box and drop the package off at your local UPS pickup location. Visit ups.com/locate to find the nearest UPS pickup location.
  5. Retain a copy of the packing slip and tracking number for your return shipment.
  6. You will receive an email notification when your return is processed. Please allow 3-7 days for credit processing depending on your bank.

Please remember:

  • Pack the product securely in the original product packaging. Please include all paperwork, parts and accessories. All products must be returned in good condition to ensure credit.
  • Before sending your return shipment, please remove all extra labels from the outside of the package.
  • All return shipping charges must be prepaid. We cannot accept COD deliveries.
  • We recommend that you use Insured Parcel Post for your return.
  • Keep the Return Tracking Number for your return package to monitor delivery status.
  • Refunds are issued in the same form of payment originally used for the purchase, within 30 days of our receiving the returned order.
  • Credit for gift returns will be issued to the original purchaser.

 

Damaged or Defective Items

If you receive a damaged or defective product, contact a Customer Care Representative within 8 days of delivery on info@natuvalle.com with photos of the pet carrier and the damage. Please include the order number and product number from your original confirmation e-mail, as well as your e-mail address and phone number.

natuvalle.com will make every reasonable effort to assist you with your return.

If there is extensive damage to the carton upon delivery, contact a Customer Care immediately on info@natuvalle.com with photos of the box.