Cancellation and Returns Policy
Our return and cancellation policy applies to all our clients in the city of Guayaquil, Ecuador. It can be updated at any time without prior notice to our clients. Returns or cancellations can be made on products purchased at Naturalia.com.ec, below, the details:
If the customer wishes to cancel an order for Naturalia fruit pulp, he can do so in the following cases:
- If your purchase has not yet been dispatched from our warehouse, you can cancel the order. You can do it totally or partially, depending on what you want if your order has more than one item.
- If there is a breach on the delivery date, you have the right to cancel your order.
- If your payment by credit or debit card or your deposit was made in whole or in part to our account, and your intention is to cancel the order, and it has not left our warehouses, you can request a refund of your money.
After the dispatch and delivery of the order, Naturalia.com.ec does not accept returns of its products, except in the following exceptions:
- The customer receives a product with the expiration or expiration date prior to the delivery date.
- The customer received an order with different products than those issued on the invoice.
- The customer received an order with different products than what was requested from his seller.
In the event that the customer cancels or returns a product and requests a refund, it will be returned within a maximum period of 72 hours through the means of payment through which the customer made the purchase from Naturalia. com.ec.
In order to return your order, the product (s) must meet the following requirements:
- The product must be frozen and in perfect condition.
- The product / Covers has not been opened.
- The product must not have been used or consumed
- The box that stores the product should not be broken, dirty, wet, bruised or mistreated.
If your return or cancellation meets the requirements and our administrative staff approves the return, our clients may request a refund of their money which will be paid within a maximum period of 5 business days through the means of payment by which the client made the purchase from Naturalia.com.ec. If you do not meet the conditions, you will be informed by email or WhatsApp of the causes and criteria for rejection.
Both for CANCELLATIONS OR RETURNS you must contact us and explain your decision along with details such as order number or invoice (it is possible that request photographs of the product or products) through our email [email protected] and you must leave a written record of your willingness to cancel or return your order, you can also do so through our telephone service line +59342738190, +593994214459 or +593994203565 Monday to Saturday from 9am to 4pm.
In case of having received products different from those requested, and this was due to an error of our staff, we assume all the administrative management and shipping costs, that is, our clients should not pay anything because the merchandise is returned and we do the correct shipment .
If the person received an incomplete order, Naturalia.com.ec issues a tax receipt or credit note to the invoice for the customer to be make the return of the money corresponding to the missing products or, failing that, you can request the delivery of the missing merchandise without any type of shipping surcharge.
- After 1 business day no refund is received.
- Photographs of merchandise may be required in the event of a return.
- Cancellations cannot be made if the merchandise has already left our warehouses.