Refund and Returns Policy

Refund & Returns Policy

Last updated: 20/02/2026

1. Overview

We want you to feel supported and confident in your purchase from Natives’ Dawn. Every creation is handcrafted with care and intention. This policy explains when returns, refunds or replacements apply, in accordance with applicable consumer protection laws.

2. Right of Withdrawal (EU Consumers – Physical Products)

Under EU consumer law (Directive 2011/83/EU and Portuguese Decree-Law No. 24/2014), you have the right to withdraw from an online purchase within 14 days of receiving the goods, without giving any reason.

  • You must notify us clearly by email within 14 days of delivery.
  • You must return the goods within 14 days after notifying us.
  • Returned items must be unused, in original condition and properly packaged.
  • Returned items must be packaged securely to prevent damage during transport.
  • We recommend using a tracked shipping method, as the customer is responsible for the parcel until it reaches us.
  • Return shipping costs are the responsibility of the customer unless the item is defective or incorrectly supplied.
  • Refunds will be issued within 14 days from the date we are informed of your decision to withdraw. We may withhold the refund until we receive the returned goods or proof of return.
  • If the returned item shows signs of use beyond what is necessary to verify its nature and functioning, a deduction may be applied.
  • Returns sent without prior notification may not be accepted.
  • You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

3. Exception – Personalised & Made-to-Order Products

The right of withdrawal does not apply to goods made according to the consumer’s specifications or clearly personalised.

  • Commissioned or custom-made items (such as personalised drums or bespoke ritual tools) are non-returnable once production has begun.
  • Intuitive Personalised Mystery Boxes: Each box is assembled only after reviewing the information you provide at checkout, including:
    • Your zodiac sign
    • Your stated intention
    • Your preferred colours
    • Your response to the question: “Is there anything important about your current life moment that you would like this box to support?”
    Because each box is created specifically according to your individual answers and assembled after purchase, it qualifies as a clearly personalised product and is therefore exempt from the right of withdrawal under applicable consumer law.

This exception does not affect your rights in cases of defect, damage, or non-conformity (see Section 5).

4. Digital Products (E-books)

  • Digital products are supplied electronically after payment.
  • By purchasing a digital product, you expressly consent to immediate delivery and acknowledge that you lose your right of withdrawal once the download begins.
  • Digital products are non-refundable after delivery, except where legally required (e.g., technical defect or non-conformity).

5. Legal Guarantee of Conformity

Consumers benefit from the legal guarantee of conformity under Portuguese law (Decree-Law No. 84/2021).

  • Physical goods are covered by a 3-year legal guarantee from delivery.
  • If a product is defective or not in conformity, you may be entitled to repair, replacement, price reduction, or contract termination as provided by law.
  • This guarantee applies independently of the right of withdrawal.

6. Damaged or Defective Items

  • If your order arrives damaged, please contact us within 7 days of delivery at nativesdawn@gmail.com.
  • Please provide clear photos of the product, packaging, and shipping label.
  • We may offer repair, replacement, or refund depending on the situation and applicable law.
  • This timeframe does not limit your statutory consumer rights.

7. Lost or Undelivered Orders

For EU consumers, the risk of loss or damage transfers upon physical delivery. If a parcel is lost before delivery, we will assist in resolving the situation with the carrier in accordance with applicable law.

For international orders outside the EU, customs procedures and carrier policies may affect resolution timelines.

8. Exchanges

We do not offer automatic exchanges. If eligible, please return the original item and place a new order separately.

9. International Orders

Customs duties and import taxes paid to local authorities are non-refundable. You may contact your local customs office to request reimbursement, where applicable.

10. Contact

If you have any questions regarding this policy, please contact us:

Email: nativesdawn@gmail.com
Country: Portugal

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