Refund and Returns Policy

Refund & Returns Policy

Last updated: 16/12/2025

1. Overview

We want you to be happy with your purchase from Natives’ Dawn. Every item is handcrafted with care, intention and unique detail. Because many of our creations are custom-made or ritual in nature, this policy clarifies when refunds, exchanges or returns apply — and when they do not.

2. Eligibility for Returns

Under EU consumer law (Directive 2011/83/EU and Portuguese Decree-Law No. 24/2014), customers have the right to withdraw from a purchase made online within 14 days of receiving the item — unless an exception applies (see below).

  • This right applies to non-custom, non-personalised products.
  • Returned items must be in their original condition, unused, and returned in safe packaging.
  • Shipping costs for returning an item are the responsibility of the customer, unless otherwise agreed.
  • Refunds will be processed using the same payment method used for the original order, once the item is received and inspected.

3. Non-Returnable & Non-Refundable Items

  • Custom-made or personalised creations (such as commissioned drums, bespoke ritual tools, or intuitive pieces created for you) are non-returnable once work has started.
  • Mystical Boxes are intentionally surprise-based and are therefore non-refundable, as their value lies in the intuitive and randomised selection process.

These exceptions do not affect your legal rights in case of damage, loss or manufacturing defects.

4. Damaged or Defective Items

  • If your order arrives damaged, please contact us within 7 days of delivery at nativesdawn@gmail.com.
  • Provide clear photos of the product, packaging, and shipping label so we can assess the issue.
  • Depending on the situation, we may offer a replacement, repair, or partial refund.
  • After this period, claims may no longer be possible due to carrier investigation limits.

5. Return Procedure

If your item qualifies for return:

  1. Email us at nativesdawn@gmail.com within 14 days of delivery.
  2. We will confirm your eligibility and provide the return address in Portugal.
  3. Ship the item securely, including the original packaging and a note with your order number and contact details.
  4. Once received and inspected, we will notify you about the status of your refund or exchange.

Refunds are typically issued within 5–10 business days after the returned item is received and approved.

6. Lost or Undelivered Orders

While we package and ship all orders with care, once dispatched, the parcel is handled by the postal or courier service. We are not liable for delays, loss or damage caused by third-party carriers, customs, or incorrect shipping details provided by the customer. However, we will do our best to assist you in locating your package or filing a claim where possible.

7. Exchanges

We do not currently offer automatic exchanges. If you wish to replace an item, please return the original (if eligible for return) and place a new order separately.

8. Refund Processing

  • Approved refunds are credited back to the original payment method.
  • Refunds may take several business days depending on your payment provider or bank.
  • Shipping fees are non-refundable except when a product was defective or incorrectly sent.

9. International Orders

For customers outside the EU, please note that customs duties and import taxes paid are non-refundable. You may contact your local customs office to request reimbursement directly, depending on your country’s policies.

10. Contact

If you have any questions about this Refund & Returns Policy, or if you need support with an order, please contact us:

Email: nativesdawn@gmail.com
Country: Portugal

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