Return Policy
Satisfied or Refunded
At Natura Srl, customer satisfaction is very important to us.
If you have purchased a product on benessence.it and wish to exercise your right of withdrawal, you may request it within 14 days of receiving your order, in accordance with the Consumer Code and subject to the exclusions set out on this page.
The right of withdrawal may only be exercised for products that are intact, unopened, unused, complete with their original packaging and any seals, labels, accessories, instructions or materials received.
Once the goods have been received at our premises and the integrity of the returned products has been verified, we will proceed with the refund in accordance with current legislation.
The costs for returning the goods are borne by the Customer. If the Customer uses the return label provided by Natura Srl, the relevant cost of €4.90 will be deducted from the amount to be refunded.
How to Request a Return or Exercise the Right of Withdrawal
Starting from 19 June 2026, for orders concluded online, the Customer may also exercise the right of withdrawal through the dedicated digital function available on the website.
The withdrawal button or function will be available on the “Account” page for registered customers, or through the dedicated online form accessible from the website, by entering the required details to identify the order.
The procedure will allow the Customer to enter or confirm the necessary information to identify the order for which they intend to request withdrawal.
Once the request has been submitted, the Customer will receive a confirmation by e-mail containing a summary of the request, the date and time of submission.
The right of withdrawal is considered to have been exercised within the legal deadline if the request is submitted before the expiry of the 14-day period provided for by law.
You may always contact our Customer Service for assistance:
Toll-free number: 800 125 735
E-mail: [email protected]
Right of Withdrawal
Pursuant to Articles 52 et seq. of Legislative Decree no. 206/2005, the Consumer Code, the consumer Customer has the right to withdraw from the purchase contract within 14 days from delivery of the products, without having to provide any reason.
The withdrawal period starts from the day on which the Customer, or a third party appointed by the Customer other than the courier, physically takes possession of the goods.
The right of withdrawal is reserved for consumers, namely natural persons who purchase for purposes unrelated to their business, commercial, craft or professional activity.
The right of withdrawal does not apply to purchases made by companies, professionals or parties who purchase the product for purposes related to their business activity and request an invoice.
Products for Which the Right of Withdrawal Cannot Be Exercised
Pursuant to Article 59 of the Consumer Code, the right of withdrawal is excluded in the cases provided for by current legislation, including:
goods that are liable to deteriorate or expire rapidly;
sealed goods that are not suitable for return for hygiene reasons or reasons connected with health protection and that have been opened after delivery;
goods made to measure or clearly personalised.
Therefore, sealed products that have been opened after delivery and that, for hygiene or health protection reasons, cannot be placed back on the market may not be returned.
By way of example, this rule may apply to food supplements, cosmetics, personal hygiene products, complementary pet foods and other products subject to hygiene and health restrictions.
Natura Srl also reserves the right not to accept refund or return requests if the products are found to be:
opened;
used, even partially;
without the original packaging;
without original seals, labels or materials;
damaged for reasons not attributable to transport;
returned incomplete;
unsuitable for resale for hygiene, health or storage reasons.
Product replacement may be granted exclusively in cases where the item received is incorrect, damaged during transport or non-compliant with the order placed, subject to verification by our Customer Service.
Intact, Unopened Products in Their Original Packaging
For products for which the right of withdrawal may be exercised, the Customer must return the items intact, unopened and in their original packaging.
The product must be properly packaged to avoid damage during transport.
Return shipping costs are borne by the Customer.
In the event of a partial return of the order, the refund will be calculated exclusively on the products actually returned and accepted by Natura Srl.
After receiving and verifying the returned goods, Natura Srl will proceed with the refund according to the methods provided for by current legislation.
What to Do in Case of an Incorrect, Damaged or Non-compliant Item
If the product received is incorrect, damaged or has obvious defects, we invite you to report this within 14 days of delivery.
In such cases, our Customer Service will handle the request and, after the necessary checks, will arrange at our expense for the possible replacement of the product or collection of the non-compliant goods.
We ask you to keep the product in its original packaging.
The product must be handed over to the appointed courier at the time of collection or delivery of the replacement goods.
Refund
In the event of exercising the right of withdrawal, Natura Srl will refund all payments received from the Customer relating to the products subject to withdrawal and any standard delivery costs incurred for the purchase, within the limits provided for by current legislation.
The costs for returning the goods shall remain borne by the Customer, except in cases of incorrect, damaged, defective or non-compliant products.
The refund will be made within 14 days of receiving the withdrawal notice. However, Natura Srl may withhold the refund until the returned goods have been received or until the Customer has provided proof that the goods have been shipped.
In the event of an incorrect, damaged or non-compliant product, the collection and replacement costs will be borne by Natura Srl, subject to verification of the report.
The refund will be made using the same payment method used by the Customer at the time of purchase, unless otherwise agreed between the parties.
Customer Service
If you are not satisfied with the product purchased, if you have received an incorrect, damaged or non-compliant item, or if you need support to start the withdrawal procedure, please contact our Customer Service:
Toll-free number: 800 125 735
E-mail: [email protected]
One of our operators will be happy to help you.
Return Address
Natura Srl
C.da Piane di Larino 35
86035 Larino (CB)
Italy