Claims conditions
Returns & complaints
When something goes wrong, we face it with you.
We check and pack every order carefully. Even so, an item can be damaged in transit, a packing mistake can happen, or a natural ingredient may look different from what you expected. When that happens, please tell us. We will look at the facts, take responsibility where it belongs and work with you on a fair solution.
Our response time: on working days, we usually reply within 24 hours — and often much sooner, because we try to deal with problems as quickly as possible.
Send us your order number, the product concerned, a short description and any useful photos. The more complete the information is, the more likely we can suggest — or carry out — the solution in our first reply without asking further questions.
Write to [email protected]. No special complaint form is needed to get started.
Tell us what happened
Include your order number, the product concerned and a short, factual description.
Send the useful details
Photos of the product, parcel, shipping label, batch number, leakage or damage often allow us to decide straight away.
We propose the next step
Depending on the situation, we may arrange a return at our cost, send a replacement, refund the affected amount or agree another fair solution.
What happened?
Start with the situation that looks most like yours.
You do not need to know whether it is technically a return, a complaint or a carrier claim. Describe the situation and we will guide it into the right path.
I would like to return something
For consumer orders delivered in the EU, tell us within 14 days of receiving the order that you wish to withdraw. You then have another 14 days to send the goods back.
- The packaging may be opened.
- The product must remain unused, uncontaminated, unmixed and complete.
- Contact us before sending anything back. A return at our cost is only available when we arrange it in advance and you follow the carrier instructions we provide.
Once the return reaches us, we refund the eligible amount using the original payment method.
The parcel or product arrived damaged
Take a few photos before disposing of the outer packaging and send them with your order number. We normally handle the carrier claim ourselves.
Depending on the extent of the damage, we will usually replace the affected product, refund the damaged or lost quantity, or agree an appropriate partial or full compensation. If we need the goods returned, we arrange the necessary return at our cost.
Something is missing or the wrong item arrived
Tell us exactly what is missing or different. A photo of the parcel contents and shipping label often lets us check the packing record without further questions.
We will normally send the correct or missing item, refund the affected amount, or — only if it suits you — add it to your next order. If a return is necessary, we arrange it at our cost after you contact us.
Tracking says delivered, but I have no parcel
First check the usual safe place, reception, neighbours and any pickup-point notifications. If the parcel is still missing, contact us.
We may ask for a short declaration of non-receipt. We will then deal with the carrier and, depending on the circumstances, arrange a replacement shipment or refund without leaving you to resolve the carrier claim alone.
The ingredient looks, smells or behaves differently
Natural materials can vary slightly in colour, scent, texture or viscosity from batch to batch. A natural variation that falls within the product description is not automatically a defect.
Please contact us when the difference is unexpected, outside the stated specification, suggests contamination, or the product does not match the ordered type, concentration, quantity or quality. If the product is genuinely defective, we will normally replace it, refund it or agree a proportionate compensation.
My recipe did not turn out as expected
We are happy to help troubleshoot. A failed emulsion, unusual consistency or different final scent does not automatically mean that a raw material is defective.
Send us the full formula, percentages, process, temperatures, pH and storage details. If the information points to a raw-material issue, we will treat it as a product complaint. If the issue is more likely to be in the formula or process, we will explain what we think happened and help you find the next sensible step.
Before you order
The questions worth knowing in advance.
Can I open the product?
Yes. Opening the packaging does not by itself prevent a return. For a change-of-mind return, the material must not be used, sampled in a way that reduces the quantity, mixed, contaminated or otherwise altered.
How long do ingredients usually last?
Shelf life varies by material and is most often around 6–36 months. The relevant date or period is shown with the product or batch information. Correct storage — usually tightly closed, clean, dry, protected from heat and direct light — can help the ingredient remain in good condition for as long as intended.
What counts as a product defect?
For example: a different product or concentration, missing quantity, contamination already present at delivery, faulty packaging or an unreasonably short remaining shelf life compared with the information provided.
What is not normally a defect?
Normal expiry, unsuitable storage, contamination after opening, incorrect dosage, an unsuitable formula or process, and natural changes clearly explained in the product description.
What about made-to-order goods?
Goods genuinely mixed, cut, packed or prepared to your individual specification may be excluded from the 14-day right of withdrawal. We tell you clearly before purchase when this applies.
What about business orders?
Business purchases do not always have the same statutory return rights as consumer orders, but that does not mean we automatically say no. We look for a solution that is fair to both sides, especially where the goods are unopened, are standard stock items or another practical arrangement is possible.
Long-term cooperation only works when both sides feel they have been treated fairly — and that is the kind of relationship we want to build.
Return costs by destination
Who pays for the return?
Most EU destinations
Contact us before sending anything. A prepaid or otherwise company-paid return is only available when we arrange it in advance and you use the carrier and method we specify.
For a justified complaint involving defective, incorrect or transport-damaged goods, we cover the necessary return or replacement costs.
For a valid change-of-mind withdrawal, we refund the eligible returned goods and, when the whole order is withdrawn, the cost of the least expensive standard delivery option offered for the original order. Extra express-delivery costs are not refunded.
Corsica and specified remote French postcodes
Our voluntary prepaid-return service for a change-of-mind return is not available from these areas. You arrange and pay that return yourself.
Corsica: 20000–20999
Other remote postcodes: 17111, 17123, 17190, 17310, 17370, 17410, 17480, 17550, 17580, 17590, 17630, 17650, 17670, 17740, 17840, 17880, 17940, 22870, 29242, 29253, 29259, 29990, 56360, 56590, 56780, 56840, 85330, 85350.
Your EU withdrawal right remains unchanged. For a justified defect, packing error or transport-damage complaint, contact us first and we will arrange or reimburse the necessary solution according to our instructions.
Switzerland
We voluntarily accept unused products returned within 14 days after delivery, provided you contact us first.
- You pay return transport, export, customs and carrier handling costs for a change-of-mind return.
- We refund the accepted returned products.
- Original shipping, customs clearance, import VAT, duties and similar charges are not refunded.
For defective, incorrect or transport-damaged goods, contact us before sending anything. We will propose the appropriate replacement, refund or return arrangement for the specific case.
A fair partnership works both ways
We take responsibility. We also need the facts to match.
What you can expect from us
- On working days, we usually reply within 24 hours and often much sooner.
- We will not send you away to solve a carrier problem alone.
- We will explain what we need and why.
- We will propose a proportionate solution: replacement, missing quantity, partial or full refund, or another practical option.
- A voucher is only a solution when you agree to it.
- For a justified complaint, necessary return or replacement costs are ours when the process is agreed with us in advance.
What helps us resolve it quickly
- Contact us before returning the parcel, especially if you expect us to cover the cost.
- Include the order number, product, quantity affected and the outcome you would prefer.
- Send clear photos and batch information where relevant.
- Keep the product, packaging and shipping label until the case is resolved.
- Describe storage, handling and use honestly when they may have affected the result.
- Do not send a parcel cash on delivery or choose an expensive return service without prior agreement.
Thank you for meeting us halfway.
Most of our customers approach returns and complaints openly, patiently and fairly. We genuinely appreciate that.
Because people work with us rather than against us, we can keep the process personal and customer-friendly without building every possible return cost into our prices. That helps us continue offering helpful service and fair prices to everyone.
Frequently asked questions
The details people usually look for after delivery.
How quickly will you reply?
On working days, we usually reply within 24 hours and often much sooner. Complete information and clear photos often allow us to propose or carry out the solution in the first reply.
Will Ekokoza pay for the return?
For a justified complaint, we cover the necessary return or replacement costs. For a change-of-mind return, a prepaid or company-paid return is available only where we offer it and only when you contact us before sending the parcel. Please do not arrange your own costly return and assume it will automatically be reimbursed.
What solution should I expect?
It depends on the problem. The usual solutions are a replacement, sending the missing quantity, a proportionate partial refund, a full refund, or adding the replacement to a future order if that suits you. If a return is necessary, we tell you how it should be sent and who pays for it.
What should I include in my email?
Your order number, the product concerned, a short description and the solution you would prefer. Add photos of the product, packaging, parcel label, batch number and best-before date when relevant. Photos help us move faster, but not having one immediately does not automatically remove your rights.
Where should I send a return?
Please contact us first. The usual return address is Naturele s.r.o., Fryčovice 297, 739 45 Fryčovice, Czech Republic, but the carrier, label and customs instructions depend on your country and the reason for the return.
When will I receive my refund?
We normally issue the refund within 5 working days after the returned goods reach us, always within the mandatory legal deadline. We may wait until the goods arrive or you provide reliable proof that they were sent, whichever happens first under the applicable rules.
How will the refund be paid?
Normally through the same payment method used for the order. We only use another method when we agree it with you and it does not create extra costs for you.
Can you send the replacement with my next order?
Yes, when that is convenient for you and we agree on it. We will not use this option to delay a replacement that you need promptly.
What happens if I did not collect the parcel?
Not collecting a parcel is not by itself a legal withdrawal. Tell us clearly if you wish to cancel. When an uncollected parcel returns to us, we normally offer one courtesy reshipment without a new delivery charge after confirming the address. If it happens again, the actual new shipping cost must be paid before reshipment.
The parcel is delayed. Should I contact the carrier or Ekokoza?
You are welcome to check the tracking, but contact us when the shipment appears stuck, lost or incorrectly delivered. Where we selected the carrier, responsibility for the goods remains with us until you receive them.
Should I throw away a leaking or suspicious product?
Please isolate it safely, stop using it and contact us before disposal whenever possible. Keep the label, batch number and packaging. If there is an immediate safety concern, prioritise safety and tell us exactly what was discarded and why.
Can I receive a partial refund instead of returning everything?
Sometimes. For a small loss, damaged quantity or minor issue, a proportionate refund may be the most sensible solution. We will calculate it from the actual affected quantity or reduced value and agree it with you.
Are any products excluded from a change-of-mind return?
The legal withdrawal right may not apply to goods genuinely made or prepared to your individual specification, goods that deteriorate or expire rapidly, or goods that have become inseparably mixed with other materials after delivery. When an exclusion applies, we explain it before purchase.
Do you refund the original delivery cost?
When a consumer validly withdraws the whole EU order, we refund the least expensive standard delivery option offered for that order. We do not have to refund the extra cost of express or another more expensive option. For a partial return, any outbound-delivery refund depends on how the original delivery charge relates to the returned items and the applicable law.
Do I have to use a complaint form?
No special form is required to start. A clear email is enough. For a change-of-mind withdrawal, you may use the model withdrawal form in our Terms and Conditions, but you do not have to.