Returns & Refunds
Last updated: 3 March 2026
30-Day Return Window
We offer a 30-day return window from the date you receive your order — exceeding the EU statutory minimum of 14 days. If you are not completely satisfied, we will make it right.
1. Eligibility for Returns
To be eligible for a return, your item must be in the same condition in which you received it — unopened, with the original seal intact, and in its original packaging. Products that have been opened, used, or whose hygiene seal has been broken are not eligible for return, in accordance with Article 16(e) of EU Directive 2011/83/EU on consumer rights.
Returns are accepted for the following reasons: change of mind (within 30 days, unopened), damaged or defective product received, incorrect product received, or product not as described.
2. How to Initiate a Return
To start a return, contact us at [email protected] within 30 days of receiving your order. Please include your order number, the item(s) you wish to return, and the reason for the return. We will respond within 2 business days with return instructions and, where applicable, a return shipping label.
Do not send items back without first contacting us — unrequested returns may not be processed.
3. Return Shipping Costs
| Return Reason | Who Pays Return Shipping? |
|---|---|
| Damaged / defective product | Nutera (we cover all costs) |
| Incorrect product sent | Nutera (we cover all costs) |
| Change of mind (unopened) | Customer |
| Product not as described | Nutera (we cover all costs) |
4. Refunds
Once we receive and inspect your returned item, we will notify you of the outcome by email. If your return is approved, a refund will be issued to your original payment method (via Stripe) within 5–10 business days. Please note that your bank or card issuer may take additional time to process and post the refund to your account.
Original shipping costs are non-refundable for change-of-mind returns, unless the entire order is returned. For damaged, defective, or incorrectly sent items, we refund the full order value including original shipping costs.
5. Damaged or Defective Products
If you receive a product that is damaged, defective, or not as described, please contact us at [email protected] within 48 hours of delivery. Please attach photographs of the damage or defect and your order number. We will arrange a replacement or full refund at no cost to you, including return shipping if required.
6. Subscription Orders
Subscription orders follow the same return and refund policy as one-time orders. If you wish to cancel your subscription to avoid future charges, you may do so at any time through Account → Subscriptions in your profile, or by contacting us at [email protected]. Cancellation takes effect at the end of the current billing period.
7. Contact Us
Kanami d.o.o. (brand: Nutera)
Mencingerjeva 7, 1000 Ljubljana, Slovenia
VAT: SI83492909
Email: [email protected]