Refund policy
Last updated: 14 August 2026
Our 30-day promise
You have 30 days from the day your order is delivered to request a return. To be eligible, the bottle must be unopened, unused and in the condition you received it, with any seal intact. For a product applied directly to the skin we cannot accept opened bottles back, for hygiene reasons.
How to start a return
Email us at contacto@navorae.com with your order number and let us know you would like to return your order. We will reply within one business day with the return address and instructions.
Please do not send anything back before contacting us — returns sent without prior contact cannot be processed.
Return shipping
If you are returning an order because you changed your mind, you cover the cost of return postage. If the item arrived damaged, faulty or incorrect, we cover it: send us a photograph and we will email you a prepaid return label, or refund you without asking for the item back.
Refunds
Once we receive and inspect your return, we will let you know whether the refund has been approved. If it has, you will be refunded to your original payment method within 10 business days. Please bear in mind that your bank or card issuer may take additional time to post the refund to your account.
Refunds cover the price you paid for the product. Because shipping is free on every order, there is no shipping charge to refund.
If more than 15 business days have passed since we approved your refund and you have not received it, please email us at contacto@navorae.com.
Damaged, faulty or incorrect items
Please inspect your order when it arrives and contact us straight away if the item is defective or damaged, or if you received the wrong product. Send us your order number and a photograph, and we will make it right — a replacement or a full refund, whichever you prefer. You do not need to return a damaged item first.
Items we cannot accept
- Bottles that have been opened, used or had their seal broken.
- Returns requested more than 30 days after delivery.
- Items returned without contacting us first.
- Gift cards, where applicable.
Exchanges
The fastest way to exchange one pack size for another is to return the item you have and place a new order once your return is accepted.
Cancelling an order
If you change your mind before your order has been dispatched, email us as soon as possible and we will cancel it and refund you in full. Once an order has been dispatched it must be handled as a return.
Your statutory rights
Nothing in this policy affects any rights you have under applicable consumer protection law.
Contact
Questions about a return or refund? Email us at contacto@navorae.com. We reply within one business day.