Return and Refund Policy

Thank you for choosing Naturnest. Rooftop tents, awnings, and outdoor accessories are significant purchases. Therefore, we want to make our return and refund policy as transparent and fair as possible.

This policy applies to orders placed through our official German website. Your statutory rights as a consumer, in particular the statutory right of withdrawal and your statutory warranty rights, remain unaffected.

1. Legal right of withdrawal for consumers

1.1 Right of Withdrawal Period

If you are a consumer within the meaning of German law, you have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you or a third party nominated by you, who is not the carrier, have taken possession of the goods.

If you have ordered several goods as part of a single order and these are delivered separately, the withdrawal period begins on the day on which you or a third party nominated by you received the last goods.

1.2 Exercising the Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear statement.

You can contact us by email for this purpose:

Naturnest

Email: support-de@naturnest.com

You can use the sample withdrawal form provided below for this purpose. However, the use of this form is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

1.3 Consequences of withdrawal

If you withdraw from this contract, we shall reimburse you for all payments we have received from you, including the costs of standard delivery.

Additional costs resulting from your choice of a different delivery method than the cheapest standard delivery offered by us will not be refunded.

The refund will be made without undue delay and at the latest within 14 days from the day on which we received notification of your withdrawal.

For the refund, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you.

We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier.

1.4 Return of Goods after Revocation

You must return or hand over the goods immediately and in any case no later than 14 days from the day on which you informed us of the cancellation of this contract, to the return address provided by us.

The deadline is met if you send the goods before the 14-day period expires.

Please do not return the goods without prior contact. Since rooftop tents and some accessories can be shipped by freight forwarder or as bulky goods, we will provide you with the appropriate return address and recommended return method after your inquiry.

You bear the direct costs of returning the goods, unless the return is due to a product defect, transport damage, or an error by Naturnest.

1.5 Compensation for Value

You are only liable for any diminished value of the goods if this diminished value is due to handling of the goods that was not necessary for checking the nature, characteristics, and functioning of the goods.

Therefore, please examine the product as carefully as possible and avoid signs of use, soiling, damage, or improper packaging.

2. Voluntary 30-Day Return Policy from Naturnest

You will be liable for any loss of value. In addition to your statutory 14-day right of withdrawal, Naturnest offers a voluntary return option within 30 calendar days of receiving the goods.

This voluntary return option only applies to items that:

were purchased directly from our official website;
are unused, undamaged, and complete;
are in a resalable condition;
are returned with original packaging, accessories, instructions, and all included parts.

This voluntary 30-day return option does not limit your statutory right of withdrawal and your statutory warranty rights.

3. Customer-initiated returns

This applies, for example, to the following cases:

You ordered the wrong item;
You ordered the wrong quantity;
You no longer need the item;
You have changed your mind;
the item does not fit your vehicle or your intended use.

In these cases, the customer bears the direct cost of the return shipment.

Please contact us at support-de@naturnest.com before returning. We will then send you the appropriate return address and further instructions.

Items returned without a prior return request may not be correctly assigned or accepted.

4. Returns due to product defects, incorrect delivery or transport damage

If your product is defective, arrives damaged, or you have received an incorrect item, please contact us as soon as possible at:

support-de@naturnest.com

Please send us:

Your order number;
a brief description of the problem;
clear photos or videos of the product;
photos of the packaging, if there is shipping damage;
if there is visible shipping damage, a note from the delivery person or carrier, if possible.

If the reason for return is due to a product defect, an incorrect delivery, or confirmed shipping damage, Naturnest will cover the reasonable return costs or arrange for the return after consultation with you.

Depending on the case, we offer repair, replacement, partial refund, or full refund. Your statutory warranty rights remain unaffected.

5. Notes on Delivery and Transport Damage

Please inspect the outer packaging carefully upon delivery, especially for rooftop tents, awnings, and bulky items.

If you notice visible damage:

Take clear photos of the damaged packaging and the product.
If possible, have the damage noted on the delivery receipt or freight document.
If the product is obviously severely damaged, you may refuse acceptance.
Contact us immediately at support-de@naturnest.com.

A missing damage report can make it more difficult to process shipping damage. However, your statutory rights are not excluded by this.

6. Cancellation of Orders

6.1 Cancellation Before Dispatch

If your order has not yet been shipped, you can contact us to cancel the order.

In this case, you will receive a full refund.

6.2 Cancellation after dispatch

If your order has already been shipped, it cannot be stopped directly.

Upon receipt of the goods, you can exercise your statutory right of withdrawal or our voluntary return option in accordance with this policy.

For returns due to customer reasons, the customer bears the direct costs of the return shipment.

7. Reimbursement Process

Step 1: Contact us

Send an email to support-de@naturnest.com with your order number and the reason for your return or cancellation.

Step 2: Receive return instructions

We will review your request and send you the appropriate return address and further instructions.

For large or bulky items, a return shipment by freight forwarder may be required.

Step 3: Return goods

Please pack the goods securely, preferably in the original packaging, and return them according to our return instructions.

Please retain proof of postage.

Step 4: Review and Refund

Upon receipt of the return, we will inspect the condition of the goods.

Once the return has been approved, we will refund the amount using the original payment method.

The processing time of your bank, credit card, or payment service provider may take an additional few business days.

If more than 15 business days have passed since we confirmed your refund, please contact us at support-de@naturnest.com.

8. Non-returnable items

The following items may be excluded, to the extent permitted by law:

custom-made or clearly personalised products;
used items that have been used beyond a normal inspection;
items that are damaged, soiled, incomplete, or no longer resalable;
gift cards;
items not purchased directly through our official website.

These restrictions do not apply if there is a legal defect, a wrong delivery, or another legally protected claim.

9. Statutory Warranty

For consumers in Germany and the European Union, the statutory warranty rights apply.

If a product is defective upon delivery or a relevant defect occurs within the statutory warranty period, please contact us at support-de@naturnest.com.

We will examine the case and, depending on the situation and legal requirements, offer an appropriate solution, such as repair, replacement, partial refund, or full refund.

This return policy does not limit your statutory warranty rights.