Refund and Return Policy

At Napura Canada, we are committed to providing our customers with high-quality Italian haircare and scalp treatment products. If you are not completely satisfied with your purchase, please review our refund and return policy below.

  1. Eligibility for Returns

    To be eligible for a return, the following conditions must be met:

    • The item must be unused and in the same condition that you received it.
    • The item must be in its original packaging.
    • The return request must be initiated within 30 days of the purchase date.
    • Proof of purchase (e.g., order number, receipt) must be provided.

    Certain items are not eligible for return, including:

    • Products that have been opened or used.
    • Products that are damaged due to misuse or negligence.
    • Sale or clearance items (unless otherwise specified).

  2. How to Initiate a Return

    To initiate a return, please follow these steps:

    • Contact our customer support team at [email protected] to request a return authorization.
    • Provide your order number, the item(s) you wish to return, and the reason for the return.
    • Our customer support team will review your request and provide you with a return authorization number (RMA) and instructions for returning the item(s).

    Please note that returns will not be accepted without a valid RMA.

  3. Return Shipping

    Customers are responsible for the cost of return shipping, unless the return is due to a defect or error on our part. We recommend using a trackable shipping method to ensure that the item(s) are received. Napura Canada is not responsible for items lost or damaged during return shipping.

    If the return is due to a defect or error on our part, we will provide a prepaid shipping label or reimburse the return shipping costs.

  4. Refund Process

    Once your return is received and inspected, we will email you to confirm receipt of your returned item. We will also notify you of the approval or rejection of your refund.

    If your refund is approved, it will be processed, and a credit will be applied to your original payment method within 5-7 business days. Please note that it may take additional time for your bank or credit card company to process the refund.

  5. Exchanges

    We currently do not offer direct exchanges. If you would like to exchange an item, please return the original item for a refund and place a new order for the desired item.

  6. Damaged or Defective Items

    If you receive a damaged or defective item, please contact our customer support team within 7 days of receipt. We will arrange for a replacement or refund, depending on the circumstances.

    Please provide photos of the damaged or defective item and its packaging to help us process your request promptly and, if necessary, submit a claim with the shipping provider.

  7. Cancellations

    Orders can be cancelled before they are shipped. If you wish to cancel an order, please contact our customer support team as soon as possible. If the order has already been shipped, it cannot be cancelled, and you will need to follow the return process outlined above.

  8. Contact Us

    If you have any questions or concerns about our refund and return policy, please contact us at:

    [email protected]