Returns and Refunds
Smooth returns and exchanges – for a worry-free shopping experience
Frequently Asked Questions (FAQ)
Return process
- Items must be returned in their original condition and original packaging.
- Returns must be made within 14 days of receiving the order.
- A refund will be issued to the original payment method after inspection.
Return via mail or drop-off point
Request a return label easily through your customer account.
Shipping costs are covered by the customer, except for defective products.
Pack the parcel securely and drop it off at a post office or partner location.
Defective or damaged product
- Please contact our natelo support team immediately.
- You will receive either a replacement product or a full refund.
Incorrect refund
- If an incorrect amount was transferred, please contact our natelo support team directly.
- We will check and correct the amount immediately.
Return in our stores
- Returns for online orders are only possible through the online return process.
- Returns in our stores are unfortunately not possible for system-related reasons.
- Our natelo support team will be happy to help you with any questions.
Contact our natelo support team.
