Refund policy

Identity

Nature Avenue BV — VAT BE 0773.994.276 Registered office: Kelderveld 37/2, 2500 Lier — Belgium Customer service: info@natureavenue.be

Return address (via logistics partner): Kelderveld 37/2, 2500 Lier

1. Summary

Free shipping: from €49.99 (incl. VAT, after discount) within the Benelux. Germany €54.99, France and Austria €69.99.
Return costs: always borne by the customer, except in the case of an error by Nature Avenue or a damaged or defective product.
Return address: Kelderveld 37/2, 2500 Lier
Withdrawal period: 14 days from the day after receipt.
Logistics return partner: GLS Parcel Shops with a return label (recommended) or via another carrier to the same return address at your own expense.
Refund: within 14 days of withdrawal (after receipt of the return or proof of shipment).
Exceptions: opened food supplements, hygiene and care products, and other legal exceptions (see Art. 4).

2. Right of withdrawal

2.1. The customer has the right to withdraw from the order, without giving reasons, within 14 calendar days from the day after receipt of the (last) product.

2.2. To exercise this right, the customer sends an unambiguous statement to Nature Avenue:

By email to info@natureavenue.be
Via the contact form on the website

The European model withdrawal form may be used, but is not mandatory.

3. Conditions for returns

3.1. Return products unopened, unused and complete — as far as reasonably possible in the original undamaged packaging. Any labels must still be present on the packaging.

3.2. The customer may assess the product as in a physical shop, but not use it. Opened food supplements cannot be returned for reasons of hygiene and food safety.

3.3. A reduction in value due to use or damage may be deducted from the refund. We explicitly refer to Article VI.51, §2 of the Code of Economic Law:

"The consumer is liable for any diminished value of the goods resulting from handling the goods beyond what is necessary to establish the proper functioning of the goods."

4. Exceptions to the right of withdrawal

The right of withdrawal is legally excluded (Art. VI.53 of the Code of Economic Law) for, among others:

Food supplements and foodstuffs with a limited shelf life.
Sealed goods that cannot be returned for reasons of hygiene or health once the seal has been broken. This explicitly applies to our food supplements and care products.
Products that are irreversibly mixed with other products after delivery.

In practice, this means that all opened food supplements and care products are non-returnable. Only unopened products in their original sealed packaging are eligible for a refund.

5. Return procedure

5.1. Register a return

Send an email to info@natureavenue.be stating:

Your order number
The email address you ordered with
Reason for return
Photos if applicable (for a damaged or incorrectly delivered product)

Our customer service handles your return request within 72 hours and provides you with the correct return instructions.

5.2. Return label via Nature Avenue

After confirmation of your return, you will receive a GLS return label by email. Stick it on the box and drop the parcel off at a GLS Parcel Shop of your choice. GLS then sends the return parcel to Nature Avenue. This usually happens within 72 hours.

5.3. Return without a Nature Avenue label

Don't want to wait for a return label? You can also drop the parcel off yourself at a GLS Parcel Shop or via another carrier. In that case, the shipping costs are entirely at your own expense. Always keep the proof of drop-off with tracking code as proof of return.

5.4. Return costs

All return costs are borne by the customer, except in the case of:

An incorrect delivery by Nature Avenue
A damaged or defective product

6. Free shipping and threshold after return

6.1. Orders from €49.99 (incl. VAT, after discounts) within the Benelux are shipped free of charge. For Germany €54.99 applies, and for France and Austria €69.99.

6.2. If your retained order value after return falls below the free-shipping threshold, we will still deduct the standard shipping cost of the original delivery from your refund.

7. Refund

7.1. Nature Avenue refunds the full purchase amount of the returned items (including the standard outbound shipping — if Art. 6.2 does not apply, excluding extras such as express delivery) within 14 days of withdrawal.

7.2. Refunds are made via the same payment method as the original payment.

7.3. Nature Avenue may withhold the refund until the return parcel has been received, or until the customer has provided proof of shipment.

7.4. If items are returned damaged, used or incomplete, a reduction in value may be charged. Opened food supplements are not refunded (see Art. 4).

8. Incorrect delivery, defect or damage

8.1. Check your order upon delivery. Report visible transport damage immediately to the driver and as soon as possible to our customer service via info@natureavenue.be with photos of the product and the packaging.

8.2. If you receive an incorrect, damaged or defective item, Nature Avenue bears the return costs and the replacement or refund in full.

9. Step-by-step in brief

Send an email to info@natureavenue.be with your order number, email address and reason for return.
Wait for confirmation and return instructions (within 72 hours).
Send your parcel via a GLS Parcel Shop with the return label received — or drop it off yourself at a GLS Parcel Shop at your own expense.
We process your return as quickly as possible, with a refund within 14 days of withdrawal.