SHIPPING AND RETURNS

Orders are shipped on average within 1 to 2 business days after payment confirmation. In cases of temporary disruption, shipping may take up to 10 business days .

We use reliable carriers with automatic tracking. You'll receive an email or SMS (sent by the carrier) with the tracking code as soon as your order leaves our warehouse. Orders are delivered Monday through Friday, excluding local or national holidays, to the address or pickup point specified by the customer when placing the order.

Shipping costs (Mainland Portugal):

• Orders (DPD Pick-up) up to €30: €2.99
• Orders (DPD Pick-up) from €30: Free shipping
• Orders (NACEX - address) up to €60: €3.99
• Orders (NACEX - address) from €60: Free shipping
  

Shipping costs Islands (Azores and Madeira):

• Orders (DPD) up to €90: €7.50
• Orders (DPD) from €90: Free shipping

⚠️ The reference value for free shipping is calculated after applying any discount coupons.

Partial delivery:
If an item is unavailable for more than 10 business days, Nature Heals may decide to ship part of the order to avoid delays in delivery if the order value exceeds €120. The remainder will be shipped at no additional cost.

If the customer wishes to have their order partially shipped, with an additional shipping fee to receive the supplements available at a shipping warehouse, the customer will be charged this additional shipping fee (€3.99). Any additional shipping requested by the customer will be charged at €3.99.

Once the order is shipped, the customer will receive a confirmation email with an update on the order status and the shipping code. You'll also receive tracking information from the shipping company later.

Incorrect addresses or absences:
In the event of a return due to an incorrect address or the recipient's absence, the customer is responsible for the return and reshipment costs. Always confirm the details before finalizing.

The customer can also access order status changes by logging into their account and clicking the "Orders" tab on the page displayed upon login. Clicking on an order row in the left-hand column titled "Order History" displays all order information in the right-hand column titled "Order Details."

Attempting to track your order online after receiving the shipping confirmation email may not return any results. In fact, shipping information can take up to 24 hours after receiving the shipping confirmation to be updated on the carrier's website.

It's not possible to choose a specific delivery time, as it will depend on the route the carrier has set for the delivery person on the day of delivery. Please note that there is no obligation to contact the customer at the time of delivery; however, a delivery note is always left.

Providing an incorrect or incomplete delivery address may result in the item being returned to NATURE HEALS, resulting in additional shipping costs for the customer. Therefore, we recommend that the customer always ensure that the delivery address indicated when registering the order is actually correct and complete.

Once the order has been processed, it is not possible to change the delivery address. After payment, the invoice is automatically issued with the information provided on the payment page. Therefore, Nature Heals will not issue new invoices with new information.

DPD pickup:

The order will be sent to the selected pickup point. The customer will receive an SMS indicating availability for pickup. You have 3 days to do so.

If the locker is full, it may be redirected to another nearby collection point, and the customer will be notified.

Customers can receive their orders wherever they wish (except PO boxes), Monday through Friday. Simply provide us with the address where you will be available between 9:00 AM and 7:00 PM. A delivery attempt will be made by a courier from the chosen carrier to the address provided by the customer.

Upon shipment, an email/SMS is automatically sent to the customer, indicating the delivery date and the shipping number. If the recipient is not available, NACEX will call the customer (phone number listed on the purchase page) to arrange a second, final delivery. If there is a third delivery attempt, for which NACEX is not responsible, a R$3.99 charge will be applied per additional delivery.

If it is necessary to change the destination agency due to an incorrect address, the customer will be charged R$6.30 (NACEX or DPD).

At www.natureheals.co.uk we accept the following payment methods:

• Cash on delivery
• Bank transfer
• MBWAY
• ATM reference
• credit card
• PayPal

The customer must pay the exact amount specified in the order confirmation. If you use another method not listed, NATURE HEALS is not responsible for any loss or damage.

Billing information cannot be changed after the order has been processed.

After purchasing, the customer receives an automatic confirmation email. The order will only be processed after payment confirmation. NATURE HEALS may refuse or cancel orders in the following cases:

• Impossibility of collection
• Unavailable products
• Incorrect data
• Flagging as fraud
• Unforeseen production/transportation changes

In these cases, the customer will be informed by email and the amount paid will be refunded.

If a prepaid order is returned for reasons not attributable to NATURE HEALS or the forwarder, the amount paid will be refunded, deducting the shipping and return costs (e.g. €3.99 + €3.99 = €7.98).

Refunds can be made using the original method or via coupon (valid for 12 months).

If the error is the carrier's fault, the customer should contact us. Depending on the carrier's response, a free reshipment or refund may be issued.

With exceptions, items will be dispatched from Nature Heals facilities within 10 business days of order payment.

In case of delay due to force majeure, NATURE HEALS undertakes to inform the customer.

All discount coupons to be applied to NATURE HEALS purchases are only valid for amounts above €50.

There are some brands at NATURE HEALS where discount coupons do not apply:

• Lots of Chaga
• doTERRA
• Neo Monkey
• Nature's Response
• Heel
• Age Immun Salengei
• Coola
• Nutritional Research
• Ra Optics
• Sowelab
• Unii
• By Ale
• Suntribe

Right of free resolution (regret):

You have up to 14 calendar days after receiving your order to return the product(s), without needing to provide justification, provided that:

• The product(s) have not been opened or damaged
• The products are sealed, intact and in a condition suitable for resale

To do this, you must send an email to Nature Heals (shop@natureheals.pt) informing that you wish to return the product.

Include order number, reference and, in case of complaint, photos, videos, invoice and product details.

If the item was purchased with a promotional offer, the offer must also be returned. Packs must be returned in full.

Return shipping costs may be deducted from your refund, especially if shipping was initially offered.

Optionally, Nature Heals can also pick up your order, at a cost of €5.99.

Return arrival time:

The product should arrive within 28 days of receiving the order. We recommend using registered shipping to guarantee delivery and, upon shipment, informing the carrier of Nature Heals' contact information (email or cell phone) so that we can be notified of your delivery. Nature Heals is not responsible if the order ends up at a pickup point or CTT store because the delivery attempt was made outside of the warehouse's business hours. Nature Heals undertakes to collect the order if it ends up at a pickup point on the business day following the delivery attempt, provided the carrier is informed of the order's arrival at a pickup point.

Return address:
Nature Heals
Monte Fino Urbanization, 115, Store A
8900-111 VRSA – Portugal

Contacts for returns:
Telephone: 925 626 229
Email: shop@natureheals.pt

To make an exchange, the customer must return the item, request a refund, and make a new purchase. The return process is described in the previous section.

NATURE HEALS will refund the customer within a maximum period of 15 days after receiving the return.

• Credit card: refund to the card itself
• PayPal: immediate credit to your account
• MBWAY or ATM: the customer must provide IBAN
• You can choose to receive the amount as a store coupon , if you prefer.

The refund is processed after the status of the product(s) is checked.

*Check payment methods available for your country in the respective section.

If you received a product that is defective, damaged, or not what you ordered:

• Please contact us within 48 hours of receipt to activate the exchange or refund process.
• Include photos of the product and packaging in the email.
• We will replace it at no additional cost or provide a full refund, depending on your preference.

Send an email to:
📧 shop@natureheals.co.uk
Include:

• Full name
• Order number
• Reason for return or description of the problem
• Photos, if applicable

Our team responds within 1-2 business days.

1. It's been 10 business days and I still haven't received my order. What should I do?
Check your email for the tracking code. If you need help, please email us with your order number.

2. Can I return opened supplements?
For safety and hygiene reasons, we do not accept returns of supplements that have been opened or have a broken seal.

3. Is the return free?
Only if the error is on our part. In other cases, the customer is responsible for the return cost. Nature Heals can collect the order for a fee of €5.99.

4.What happens if the product is out of stock after payment?
An out-of-stock product is one that NATURE HEALS cannot deliver within the normal 10-business-day delivery period. In this case, we will contact you to propose an alternative, schedule a new delivery, or refund the amount.