Returns and exchanges

Your Right of Withdrawal

As a consumer, you have the right to withdraw your order within 14 days of receiving the goods without giving any reason. The period begins on the day you or a person designated by you (who is not the carrier) takes possession of the goods. For partial deliveries, the withdrawal period applies to each delivery separately. Upon receipt of the last partial delivery, the period for the entire order begins.

To exercise your right of withdrawal, please use our withdrawal form, or send us a clear statement by post or email to:

Futonwerk & Neonatura GmbH
Wulfshofstr. 20, 44149 Dortmund
📧 mail@neonatura.de / mail@futonwerk.de

You can use our sample withdrawal form or provide your own written statement. It is important that the notification reaches us within the deadline.

Refund and Return Shipping

As soon as we have received the goods back, we will refund the purchase amount within 14 days. The refund will be made using the same payment method you used for the order. Additional services such as assembly or customs fees are excluded from the refund.

Returns are usually carried out by our own vehicles. We will coordinate the return shipping with you individually.

Return Shipping Costs:

    Within Germany: €60–100 (average €80)
    Switzerland: additional €69 customs fees
    Europe-wide: approx. €60–200, depending on the delivery region

Careful Handling of the Goods

Please note that our products are made from high-quality natural materials. To ensure your return is accepted without issues, the futon or mattress should be free of signs of use. Use a clean bed sheet for trial lying, avoid direct skin contact, perfume, or other fragrances, and keep pets away.

Returns should be made in the original packaging. If this is no longer available, please contact us so we can send you suitable packaging material.

Exclusion of the Right of Withdrawal

The right of withdrawal does not apply to custom-made products that have been specially manufactured according to your wishes. Custom orders are excluded from exchange.