At Kite Natura, we want you to feel confident shopping with us. If something doesn’t work out — whether it’s the wrong size, not what you expected, or simply a change of mind — we’re here to help make the return process simple and transparent.
⚠️ Please Note
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Returns must be shipped using a carrier of your choice — we do not accept returns delivered in person at our physical location.
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Shipping fees, customs duties, and any other related charges are non-refundable and will not be reimbursed.
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A return form must be submitted before sending your item back. Once we receive the form, we’ll provide return instructions via email.
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Returns sent without prior form submission will not be accepted.
🗓️ Return Window
You have 30 days from the date of delivery to request a return. This applies whether you’ve changed your mind, the item doesn’t fit, or it wasn’t quite what you expected.
✅ Return Conditions
To be eligible for a return:
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Items must be unused, in original condition, with all original tags and packaging
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A receipt or proof of purchase is required
We reserve the right to refuse returns that do not meet these conditions. If we receive a return that is used, damaged, or missing original packaging, we may reject the return or offer a partial refund at our discretion. In such cases, the item can be returned to you, and you will be responsible for the shipping costs.
📩 How to Start a Return
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Complete our Return Request Form:
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Send the completed form to: info@kitenatura.com
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Once your return is approved, we’ll email you the shipping instructions.
You’ll then have 14 days to ship the item back to us. If more than 14 days pass without shipping, your return request will expire, and the original return form will no longer be valid.
If you’re still within the 30-day return window, you may submit a new return request to restart the process.
📦 Return address:
Rockit d.o.o.
Kettejeva ulica 5
1000 Ljubljana, Slovenia
🌍 International Returns
If you’re returning from outside Slovenia, please allow additional time for shipping and customs. You are responsible for any return shipping fees and applicable import charges.
🔄 Product Exchanges
We currently do not offer direct item-for-item exchanges.
If you’d like a different size, color, or product:
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Please return the original item following our return process
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Place a new order for the desired item at your convenience
This method ensures faster delivery, real-time inventory availability, and a smoother refund process — both for you and our team.
🚫 Non-returnable Items
We do not accept returns for:
- Gift cards and final-sale/discounted items
- Custom-made or personalized items
- Opened or used personal care products
- Perishable goods (e.g. food, plants)
- Flammable or hazardous materials
- Digital downloads
🛠 Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us right away at info@kitenatura.com.
We’ll make it right by sending a replacement or issuing a full refund — including all shipping costs for approved cases.
🇪🇺 EU Customers – Right of Withdrawal
If your order was delivered within the European Union, you are legally entitled to cancel or return your purchase within 14 days of receiving it — no explanation required.
At Kite Natura, we go a step further and offer an extended return period of 30 days from the date of delivery.
Once you notify us of your decision to return an item (within this 30-day window), you will then have an additional 14 days to ship the item back to us.
Please note:
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The item must be unused, in original condition, and returned with all original tags and packaging
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The cost of return shipping is the customer’s responsibility, unless the item is defective or incorrect
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If you selected standard delivery, we will also refund the original shipping fee (up to the value of the lowest-cost shipping option)
Refunds will be issued to the original payment method within 14 days of receiving the returned item or proof of return shipping.
💳 Refunds
After we receive and inspect your return, we’ll notify you of the refund status.
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Approved refunds will be processed to your original payment method within 7–14 business days
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Your bank or card provider may take additional time to post the refund
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If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us
📧 Questions?
Still have questions? We’re here to help.
Email us any time at info@kitenatura.com