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Refund policy

Changed your mind, or something not quite right? No stress. Here's how returns work at Naïf.

Our 30-day return window

You have 30 days from the day your order arrives to start a return. To be returnable, a product needs to be unused and unopened, in its original, undamaged packaging (still sealed where it had a seal). Keep your order confirmation or proof of purchase handy.

Why unopened only? Our products are skincare and personal care, so for hygiene reasons we can't take back or resell anything that has been opened or used. If something is wrong with a product you've already opened, that's different (see "Damaged, wrong or faulty" below), and we'll always make it right.

How to start a return

Start your return through our returns portal at orders.naifcare.com. You'll find the steps and the return address there. A few things to know:

  • Return shipping is at your own cost. 
  • Please don't send anything back before registering a return in the portal. Parcels that arrive without a registered return can't be processed.
  • Bought Naïf in a shop rather than our webshop? Then the return policy of that shop applies.

Questions about a return? Email us any time at support@naifcare.com.

Your right of withdrawal (EU)

Because we ship within the EU, you also have a statutory right of withdrawal: you can cancel your order within 14 days of receiving it, for any reason and without giving one. We give you even longer, a full 30 days, as above. The product still needs to be unused and unopened, in its original packaging, with proof of purchase.

Good to know: under EU consumer law, sealed personal-care and hygiene products are excluded from the right of withdrawal once they've been opened or unsealed.

For the full statutory cancellation notice, including the model withdrawal form and, for Germany, the formal Widerrufsbelehrung, see our separate Right of withdrawal page.

What we can't take back

  • Products that have been opened or used (for hygiene).
  • Gift cards.

Damaged, wrong or faulty items

Please check your order when it arrives. If something is damaged, faulty, or it's the wrong item, get in touch straight away at support@naifcare.com with your order number and a photo. You don't need to send it back first. We'll arrange a replacement or a refund and put it right.

Exchanges

We don't do direct swaps. The quickest way to get what you want is to return the unopened item and place a new order for the one you'd like instead.

Refunds

Once we've received and checked your return, we'll email you to confirm whether it's approved. If it is, we refund to your original payment method within 14 days. For a cancellation within the statutory withdrawal period, your refund also includes the standard delivery cost you paid. Keep in mind your bank or card provider may need a few extra days to show it. If it hasn't appeared within 15 business days of approval, email us at support@naifcare.com.