Shipping & Returns

Our terms of delivery and return.

Delivery method and address

The Customer chooses one of the delivery methods offered on the Site when placing the Order.

The Customer chooses a delivery address. The Customer is solely responsible for any failure to deliver due to a lack of information when placing the Order.

Delivery costs and delivery times

The cost of delivery depends on the value of the Order and the delivery method chosen by the Customer. In any case, the amount of the Delivery Costs is indicated to the Customer before the Order is validated.

Delivery times are available on the Site and may vary depending on the availability of the items ordered. Delivery times are given in working days (Monday to Friday, excluding public holidays) and correspond to the average time taken to prepare and dispatch the Order within the Territory. Delivery times are counted from actual payment by credit card – from receipt of the proof of payment in the event of a verification request by the Vendor – and from receipt of the cheque and proof of identity in the case of payment by cheque.

At present, parcels are prepared within 24 hours, to which must be added the postal delivery time:

– 1 to 3 days in “normal” mode (mainland France only): €6 incl. VAT for all orders under €49.00 incl. VAT, free shipping for all orders over or equal to €49.00 incl. VAT (mainland France and Belgium).

Delivery delay

In the event of late Delivery, the Order will not be cancelled.

The Vendor informs the Customer by e-mail that Delivery will be delayed. The Customer may then decide to cancel the Order and will send the Vendor an Order cancellation notice by e-mail.

If the order has not yet been dispatched when the Vendor receives the Customer’s cancellation notice, delivery will be blocked and the Customer will be reimbursed for any sums debited within a maximum of 30 days following payment. If the Order has already been dispatched when the Seller receives the Customer’s cancellation notice, the Customer may still cancel the Order by refusing the parcel. The Vendor will then reimburse the sums debited and the return costs paid by the Customer within fifteen days of receipt of the return of the refused package, complete and in its original condition.

Checking the order on arrival

The Customer is obliged to check the condition of the packaging and the items on delivery.

It is the Customer’s responsibility to make any reservations or complaints he/she deems necessary, or even to refuse the parcel, if the parcel is obviously damaged on delivery. The said reservations and claims must be sent to the carrier by registered letter with acknowledgement of receipt within three working days, not including public holidays, following the date of Delivery of the Goods. The Customer must also send a copy of this letter to the Vendor. Failure to lodge a claim within the aforementioned time limit extinguishes any action against the carrier in accordance with article L. 133-3 of the French Commercial Code.

The Customer must ensure that the Goods delivered correspond to the Order. Any claim for non-conformity or missing items must be submitted in accordance with the conditions set out in article 7.

In the case of a sale to a professional registered with the Register of Commerce and Companies and/or the Trade Register or an equivalent register in his or her country of origin, the professional undertakes to check the good condition and conformity of the goods on delivery, and to make the necessary reservations on the delivery slip, or even to refuse the parcel if the parcel is obviously damaged on delivery. No complaint will be taken into account if the reception of the goods did not give place to any reserve with the conveyor. Any order for which the Siret or Siren number is indicated, or any order made by a Customer whose company name, and/or Surname and First Name, and/or billing address, correspond to a professional with a Siret number, will be considered as a sale to a professional.

Consumer’s right of withdrawal

The Customer, a non-professional individual, has a right of retraction which may be exercised within 30 calendar days from the date of receipt or withdrawal of the Original Order. If this period expires on a Saturday, Sunday or public holiday, it is extended to the next working day.

Customers wishing to exercise their right of withdrawal may do so by any means:

The customer is responsible for return shipping costs.

Refunds must be made by cheque (for orders paid for by cheque) or by crediting the credit card used to pay for the order (for orders paid for by credit card) within a maximum of 14 days of the date on which the right is exercised.

To exercise the right of withdrawal, the customer simply :

– Or submit a request using the reimbursement request form available at

– Or contact customer service via the toll-free telephone number available on the order confirmation page, and on the order confirmation e-mail.

– Or send a letter to the following address: Demande de Rétractation – Laboratoire Nature AZ -.
Place de la Mairie – 48260 Recoules d’Aubrac

And to return the parcel by post to the address indicated after validation by the Seller.

An acknowledgement of receipt of the withdrawal request is systematically sent by email.

When a commercial offer includes a promotion for a minimum quantity of product purchased or a minimum order amount, the return of a partial order will lead to a regularization of the offers at the time of reimbursement.

Any optional insurance and service charges (payment in instalments, etc.) are non-refundable.

No cooling-off period is granted in the case of a sale to a professional with more than 5 employees, registered with the Trade and Companies Register and/or the Trades Register or an equivalent register in his or her country of origin.


When the item is returned incomplete (missing accessories, missing packaging, etc.), damaged due to misuse (damaged item, damaged packaging, etc.), or unfit for resale (dirty, unkempt item, etc.), a depreciation may be withheld from the refund amount, i.e. :

– Dirty item, unfit for resale : Fixed charge of 15.00 Eur incl. VAT

– Damaged item or packaging: 100% depreciation

– Missing accessories: depreciation of the value (incl. VAT) of the accessories + fixed charge of 15.00 Eur (incl. VAT)

– Missing or damaged packaging: 100% depreciation

The customer can refuse this depreciation, and recover his articles, after payment of the expenses of return and packing of 9,90 Eur including all taxes.

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