Refund policy
Return & Refund Policy — Itch Free or It's Free
Every bottle of Natur Yeast Reset is backed by our Itch Free or It's Free 90-Day Money-Back Guarantee. If your dog completes the Colony Collapse Protocol and isn't itch-free, we'll refund the cost of your product. Real promise, real refunds — but real conditions, too. Please read this policy carefully before purchasing. By placing an order with Natur, you agree to the terms below.
Why this policy exists
The Colony Collapse Protocol works — but only if you actually run it. Yeast colonies don't dismantle in a week. We've structured this guarantee to protect pawrents who genuinely give Natur a fair chance, while protecting our small team from the small minority of buyers who try to abuse it.
Protocol timeline (read before requesting a refund)
- Week 1: Scratching starts to slow down
- Week 2: That yeasty smell fades
- Weeks 3–4: Most pawrents say they have "a different dog"
- Day 60+: Full colony collapse for most dogs — this is the milestone the guarantee is built around
If you're inside Week 1 or 2 and frustrated, that's normal. Email us at hello@buynatur.com before requesting a refund — a 5-minute conversation can save you (and your dog) from giving up right before the breakthrough.
Conditions of the Itch Free or It's Free Guarantee
To qualify for a refund under our 90-day guarantee, all of the following must be true:
- Minimum 60-day protocol completion. You must have used Natur Yeast Reset consistently, at the directed daily dose, for at least 60 consecutive days. The guarantee covers dogs who complete the protocol and still aren't itch-free — not dogs who tried it for a week.
- Proof of use required. You must email us a photo of the empty (or substantially used) bottle alongside your order number. For multi-bottle orders, we require photos of each bottle from the order.
- Request submitted within 90 days of delivery. Requests received after the 90-day window do not qualify, no exceptions.
- Original purchaser only. The refund request must come from the email address and shipping address on the original order. Resold, gifted, or transferred orders are not eligible.
- One guarantee claim per household. Customers who have previously received a refund under this guarantee are not eligible for additional refunds on future orders.
- No prior chargebacks or payment disputes. Customers who have filed a chargeback against Natur on any prior order are not eligible to use this guarantee.
If any condition is not met, your request does not qualify. We may, at our sole discretion, offer a partial refund, store credit, or replacement bottle as a goodwill gesture — but this is not guaranteed.
How to request a refund
- Email hello@buynatur.com with the subject line "Refund Request — [Your Order Number]".
- Include: your order number, a photo of the used/empty bottle(s), the date you started the protocol, and a brief description of your dog's results.
- Our team will review your request within 5 business days. We may follow up with questions or suggestions before issuing a refund.
- If your return is approved, we will email you our warehouse return address along with shipping instructions. Our warehouse address is not published on our website, packaging, or anywhere else — it is provided only after your refund request has been reviewed and approved.
- Once we receive and verify your return, your refund will be processed within 10 business days to the original payment method.
Important: Do not ship returns to any address found on your shipping label, the outside of the package, our marketing materials, or any third-party source. Our shipping fulfillment address is not our returns address. Items shipped to any address other than the one we email you will not be received, processed, or refunded, and cannot be returned to you.
Items shipped back to us without prior written approval — even to the correct address — will not be processed or refunded, and will not be returned to the sender.
Return shipping is the customer's responsibility
The customer is responsible for all return shipping costs, including postage, packaging, insurance, tracking, and any customs or duty fees incurred during the return. Natur does not provide prepaid return labels and does not reimburse return shipping costs under any circumstances — including approved Itch Free or It's Free Guarantee refunds.
We strongly recommend using a tracked, insured shipping service for your return. Natur is not responsible for returns that are lost, damaged, stolen, or undelivered in transit. If a return does not arrive at our warehouse, no refund will be issued — regardless of carrier proof of postage. The risk of return shipping is borne entirely by the customer until the package is physically received and verified by our team.
The only exception is for damaged, defective, or incorrect items shipped by us (see "Damaged, defective, or wrong items" below). In those cases only, Natur will cover return shipping.
What the guarantee covers
The Itch Free or It's Free Guarantee refunds the product cost only. It does not cover:
- Original shipping fees
- Return shipping fees (always paid by the customer — see above)
- Handling, processing, or transaction fees
- Discounts, promotional codes, or bundle savings — refunds are calculated on the actual amount paid, not retail price
- Subscription orders beyond the first delivery (see Subscriptions below)
- Gift cards, sale items, or promotional giveaways
For multi-bottle or bundle orders, the guarantee applies to the value of one bottle — the brand promise covers giving Natur a fair trial, not stockpiled inventory. Unopened bottles from a multi-pack may be returned at the customer's expense for a prorated refund, less a 15% restocking fee.
Return address — by email only
For fraud prevention and inventory control, Natur's warehouse return address is not published publicly. We do not list it on our website, in customer emails outside the returns flow, on shipping labels, or on product packaging. The return address is shared only via email, only after a refund request has been reviewed and approved by our team. Returns shipped to any other address are forfeited.
Shipping, Delivery, and Risk of Loss
Once your order leaves our warehouse, it is in the hands of the shipping carrier. Natur is not responsible for any of the following:
- Incorrect shipping address. It is the customer's responsibility to enter a correct and complete shipping address at checkout. Orders shipped to an incorrect address provided by the customer are not eligible for a refund or replacement. If the package is returned to us by the carrier, we may, at our discretion, reship the order at the customer's expense (including all reshipping fees) or refund the product cost minus the original shipping fee and a 15% restocking fee.
- Failed delivery or missed pickup. If your package is held at a carrier collection point, post office, or parcel locker and you do not collect it within the carrier's retention window, the package may be returned, destroyed, or auctioned by the carrier. Natur is not responsible for replacing or refunding orders lost due to uncollected packages.
- Lost or stolen packages after carrier confirmation of delivery. Once the carrier marks a package as "Delivered," our delivery obligation is complete. Claims of theft or non-receipt after delivery confirmation must be filed directly with the carrier. We will provide tracking documentation to assist with carrier disputes but cannot issue refunds for packages confirmed delivered.
- Carrier delays. Estimated delivery times are provided by the carrier and are not guaranteed. Natur is not responsible for delays caused by weather, carrier capacity, customs, public holidays, or any other factor outside our direct control.
- Customs duties, taxes, or seizures (international orders). International customers are responsible for all duties, taxes, and customs clearance fees. Packages seized, destroyed, or returned by customs are not eligible for refund or replacement.
- Refused packages. If you refuse delivery without first contacting us, the order will be treated as a return without approval — no refund will be issued for the product, shipping, or return-to-sender fees.
- Freight forwarders and third-party reshippers. Orders shipped to freight forwarders, mail-forwarding services, or third-party reshipping addresses are shipped at the customer's sole risk. Once the package reaches the forwarder, Natur's delivery obligation is complete.
If your package shows as delivered but you have not received it, please first check with neighbors, household members, and your local carrier facility before contacting us — most "missing" packages turn up within 48 hours.
Subscriptions
Subscription orders must be cancelled at least 48 hours before the next scheduled ship date to avoid being charged. Once a subscription order has shipped, it is treated as a new order under this policy — refunds are only available under the guarantee terms above. Manage your subscription anytime through your account or by emailing hello@buynatur.com.
Damaged, defective, or wrong items
If your order arrives damaged, leaking, or incorrect, email us at hello@buynatur.com within 7 days of delivery with a clear photo and your order number. We'll replace the item or refund you — your choice, and we'll cover return shipping if a return is required. Damage claims submitted after 7 days are not eligible.
Items not eligible for refund under any circumstance
- Gift cards, sale items, clearance items, or promotional giveaways
- Items returned without prior written approval, OR returned to any address other than the warehouse address we email you after approval
- Orders flagged for fraud, address mismatch, or suspicious activity
- Orders shipped to freight forwarders or third-party reshippers
- Orders where the customer has filed a payment dispute, chargeback, or bank reversal
- Orders abandoned at carrier pickup points or refused upon delivery
- Returns lost, damaged, or undelivered during return transit
Chargebacks and payment disputes
By purchasing from Natur, you agree to contact us at hello@buynatur.com and use this refund process before filing any chargeback, dispute, or payment reversal with your bank or card issuer. Chargebacks filed without first contacting us will be contested by Natur as a violation of our Terms of Service. We retain full documentation of all orders, deliveries, and customer communications and will share these with your card issuer in the event of a dispute. Customers who file unjustified chargebacks may be blacklisted from future purchases.
European Union 14-day cooling-off period
If your order is shipped into the EU, you have the right to cancel your order within 14 days of receipt. Bottles must be unopened, sealed, and in original packaging. The customer is responsible for return shipping. Refunds are issued to the original payment method within 14 days of receiving the returned item.
Refund timeline
Approved refunds are issued to the original payment method within 10 business days of approval. Your bank or card issuer may take an additional 3–10 business days to post the refund. If more than 15 business days have passed since approval and you haven't seen the refund, contact us at hello@buynatur.com.
Health and Veterinary Disclaimer
Natur Yeast Reset is a dietary supplement intended to support your dog's natural yeast defense. It is not a medication and is not intended to diagnose, treat, cure, or prevent any disease or medical condition. These statements have not been evaluated by the U.S. Food and Drug Administration or any equivalent regulatory body.
Individual results vary. The Itch Free or It's Free Guarantee is a refund commitment — not a guarantee of any specific health outcome for your individual dog. We make no representation or warranty that Natur will produce any particular result for your pet.
Always consult a licensed veterinarian before starting your dog on any new supplement, particularly if your dog is pregnant, nursing, has a known medical condition, is taking medication, or is under 12 weeks of age. Discontinue use immediately and consult your veterinarian if your dog shows any sign of allergic reaction, gastrointestinal distress, or adverse response. Natur is not a substitute for professional veterinary care.
Limitation of Liability
To the maximum extent permitted by applicable law:
- Natur Yeast Reset is sold "AS IS" and "AS AVAILABLE." We disclaim all implied warranties, including warranties of merchantability, fitness for a particular purpose, and non-infringement, except as expressly stated in our Itch Free or It's Free Guarantee.
- The refund offered under our Itch Free or It's Free Guarantee is your sole and exclusive remedy for any dissatisfaction with the product. By using Natur, you agree that this refund is your only available form of compensation.
- In no event shall Natur, its owners, officers, employees, suppliers, or affiliates be liable for any indirect, incidental, consequential, special, punitive, or exemplary damages — including but not limited to veterinary bills, medication costs, lost wages, emotional distress, loss of companionship, or damage to property — arising from or related to the use, misuse, or inability to use Natur Yeast Reset, even if Natur has been advised of the possibility of such damages.
- Natur's total cumulative liability arising from any order shall not exceed the amount you paid for that order.
- Any claim arising from a Natur purchase must be filed within one (1) year of the date of purchase. Claims filed after this period are permanently barred.
Some jurisdictions do not allow the exclusion of implied warranties or the limitation of incidental or consequential damages, so the above limitations may not apply to you in full. Where such exclusions are not permitted, our liability is limited to the maximum extent allowed by law.
Dispute Resolution and Governing Law
This policy and any dispute arising from your purchase of Natur products shall be governed by the laws of the State of Wyoming, without regard to its conflict-of-law principles.
Any dispute, claim, or controversy arising out of or relating to your purchase of Natur shall be resolved through binding individual arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, rather than in court, except that you may assert claims in small claims court if your claims qualify.
Class Action Waiver: You agree that any arbitration or proceeding shall be limited to the dispute between us and you individually. You waive any right to participate in a class action lawsuit, class-wide arbitration, or any representative proceeding against Natur. If a court determines this class action waiver is unenforceable in your jurisdiction, then this entire Dispute Resolution section shall be void, but the remainder of this policy shall remain in effect.
Policy updates
Natur reserves the right to update this policy at any time. The policy in effect at the time of your purchase is the policy that applies to your order.
Questions?
Email us anytime at hello@buynatur.com. We're real people, and we love hearing from pawrents.