Shipping policy

For orders over €250, we offer free shipping on a DDU basis (Delivery Duty Unpaid).

This means that the recipient may be required to pay additional customs duties and local VAT. We are unable to provide binding amounts. Please contact your local customs office for further information.

For orders exceeding EUR/CHF/USD 1,000, customs processing may result in a delay of 1 to 2 business days. Additional costs for customs clearance will be charged separately.

We ship with DHL and UPS.

Delivery Times

Once your order has been shipped, you will receive a shipping confirmation email with tracking information.

All purchases are insured against theft and accidental damage during transit from our warehouse to your delivery address. Once your package has been delivered to the specified address and signed for, the insurance coverage ends. A signature is required as proof of delivery.

If you have any questions, please contact our Naturfactor® Customer Service at support@naturfactor.life

You may return unwanted items within 30 days of receipt, provided that the products have not been opened or used and are in their original packaging. Returns that do not comply with the following guidelines cannot be accepted and will be returned to the customer.

The following items are not eligible for return:

- Items with broken or opened seals

- Used items

- Items with altered, overwritten, or covered labels

- Items that have been refilled

- Items showing holes or tears

- Incomplete returns (e.g. missing components of a set)

- Items that were part of a promotional campaign requiring a minimum purchase value

Refunds for card payments may take up to 2 weeks depending on your bank’s processing time. This may vary depending on the card issuer. We have no influence over this process. PayPal refunds are available immediately and can be withdrawn independently.

a) Did you receive a damaged item?

Please send a photo of the damaged item to support@naturfactor.life. Once we have received the evidence, we will process your request as quickly as possible and either issue a refund or send you a replacement.

b) Did you receive a defective item?

Goods are classified as defective if they arrive damaged or if a manufacturing defect is identified within 30 days of purchase. Items are not considered defective if the condition results from normal wear and tear. In such cases, we cannot accept responsibility.

If you discover a defect within 30 days of receipt, please contact us directly at support@naturfactor.life. We will respond promptly to initiate any applicable refund.

If your skin does not respond to one of our products as expected, we recommend discontinuing use immediately. Please contact us by email at support@naturfactor.life so that we can assist you promptly.

All items sold by us include labels containing the following information:

1. Name and address of the manufacturer

2. Expiry date / identification number

3. Instructions for use

4. Net content

All products feature a minimum shelf life date indicated individually on each container and folding carton.

If you have any questions, concerns, or complaints regarding any of our products or services, please contact us at support@naturfactor.life. We appreciate your feedback and will always strive to assist you in the best possible way.