Returns and exchanges
Your Right of Cancellation
As a consumer, you have the right to cancel your order within 14 days of receiving the goods without giving any reason. This period begins on the day on which you or a person designated by you (who is not the carrier) takes possession of the goods. For partial deliveries, the cancellation period applies to each delivery individually. The period for the entire order begins upon receipt of the last partial delivery.
To exercise your right of withdrawal, send us a clear statement by mail or email to:
Futonwerk & Neonatura GmbH
Wulfshofstr. 20, 44149 Dortmund
📧 mail@neonatura.de / mail@futonwerk.de
You can use our sample withdrawal form or submit your own written declaration. It is important that the notification reaches us within the deadline.
Refund and Return Transport
Once we receive the returned goods, we will refund the purchase price within 14 days. The refund will be made using the same payment method you used to place the order. Additional services such as assembly or customs clearance fees are excluded from the refund.
Returns are generally made using our own vehicles. We will coordinate the return transport with you individually.
Return costs:
Within Germany: €60–€100 (average €80)
Switzerland: additional €69 customs clearance costs
Europe-wide: approx. €60–€200, depending on the delivery region
Careful handling of the goods
Please note that our products are made of high-quality natural materials. To ensure your return is accepted without any problems, the futon or mattress should be free of any signs of wear. Use a clean bed sheet to test the mattress, avoid direct skin contact, perfume, or other fragrances, and keep pets away.
Returns should be made in the original packaging. If you no longer have it, please contact us so we can send you suitable packaging.
Exclusion of the Right of Withdrawal
The right of withdrawal does not apply to custom-made products that were manufactured specifically according to your specifications. Custom-made products are non-returnable.