Refund policy

CANCELLATION POLICY & CANCELLATION FORM


Consumers have a right of cancellation in accordance with the following provisions. A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business, or profession.

 

A. Cancellation Policy

 

Right of Cancellation (for EU consumers)

You have the right to cancel this contract within fourteen (14) days without giving any reason.

The cancellation period is fourteen days from the day you or a third party named by you, who is not the carrier, took possession of the last item.

In the case of a contract for regular delivery of goods over a fixed period, the cancellation period is fourteen days from the day you or a third party named by you, who is not the carrier, took possession of the first item.

To exercise your right of cancellation, you must inform us (info@filternatur.com) of your decision to cancel this contract by means of a clear statement (e.g., by email). You may use the sample cancellation form provided below, but this is not mandatory.

To meet the cancellation deadline, it is sufficient that you send your notice of cancellation before the cancellation period expires.

Voluntary Return Policy (applies to all customers)

In addition to your legal right of cancellation, we offer a voluntary return option:

  • Returns are accepted within 14 days of delivery.

  • Customers are responsible for return shipping to our international return center (we will provide the address after you contact us).

  • Please contact our support team at info@filternatur.com before sending any return. Unauthorized returns cannot be processed.


Consequences of Cancellation

If you cancel this contract, we will refund all payments received from you, including delivery costs (except additional costs if you chose a different delivery method than the standard shipping offered by us), without undue delay and no later than 14 days from the day we receive your notice of cancellation.

Refunds are made using the same payment method used in the original transaction, unless expressly agreed otherwise. No fees will be charged for the refund.

We may withhold the refund until we have received the goods back or you have provided proof that you have returned the goods, whichever comes first.

You must return the goods without undue delay and no later than 14 days from the day on which you inform us of the cancellation.

Returns must be sent to our international return center. We will provide the return address upon request.

You bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods if this loss in value is due to handling not necessary to examine the nature, characteristics, and functioning of the goods.


Exclusion or Early Expiry of the Right of Cancellation

The right of cancellation does not apply to:

  • Goods that are made to the consumer’s specifications or clearly personalized.

  • Sealed goods not suitable for return due to health protection or hygiene reasons, if unsealed after delivery.

  • Goods that have been inseparably mixed with other items after delivery.

The right of cancellation does not apply to consumers whose residence and delivery address are outside the European Union at the time of contract conclusion.


General Notes

 

  1. Please avoid damage or contamination of the goods. If possible, return the goods in their original packaging with all accessories and components. Use protective outer packaging if necessary. If you no longer have the original packaging, please ensure appropriate packaging to prevent damage during transport.

  2. Please do not send goods back to us freight collect.

  3. Please note that the above points 1-2 are not a prerequisite for the effective exercise of the right of cancellation.

 

 

B. Cancellation Form

A return form will only be provided by our support team.

Returns must always be registered in advance and within the return period by contacting our support.

Unannounced or unauthorized returns unfortunately cannot be processed.

Please contact our support team at info@filternatur.com to initiate the return process.