Returns, Refunds & Our 30-Day Satisfaction Guarantee

Try it. If it's not for you, tell us.

We want you to be happy with your purchase.

That's why, in addition to your legal consumer rights, we offer our own 30-Day Satisfaction Guarantee on eligible products purchased directly from naturalchaga.eu.

And yes — you can open the product and try it.

If you decide it's simply not for you, contact us within 30 days of receiving your order and we'll refund the price you paid for the product, subject to the simple conditions below.

Our 30-Day Satisfaction Guarantee

Our guarantee applies for 30 days from the date you receive your order.

To make a claim, email business@musheez.eu with:

• your name;

• your order number; and

• the product you would like to return.

We'll reply with return instructions.

Opened products are OK

The whole point of our guarantee is that you can actually try the product.

However, to keep the guarantee fair and protect against misuse, it applies to a maximum of one opened unit of each product per customer or household in any 12-month period.

If you purchase more than one unit of the same product, you may open and try one. Any additional units of that product must remain unopened, sealed and undamaged to qualify for a refund under our 30-Day Satisfaction Guarantee.

The guarantee is intended to allow you to genuinely try and evaluate a product. We reserve the right to refuse a claim where a product has been almost entirely consumed or where we reasonably believe the guarantee is being deliberately or repeatedly abused.

What we refund under the 30-Day Guarantee

For a return made solely under our voluntary 30-Day Satisfaction Guarantee:

• we refund the price paid for the eligible product;

• you are responsible for the cost of returning it to us; and

• the original delivery charge is not refunded.

We will process the refund after the returned product has been received and checked.

These conditions apply to our voluntary Satisfaction Guarantee. They do not limit any more favourable rights you may have under consumer law.

Your Statutory 14-Day Right of Withdrawal

If you are a consumer purchasing online, you normally also have a legal right to withdraw from your purchase without giving a reason within 14 days after receiving the goods, subject to exceptions provided by law.

This legal right is separate from our additional 30-Day Satisfaction Guarantee.

How to exercise your 14-day right

You must clearly tell us that you wish to withdraw from the purchase before the 14-day period expires.

You can do this by emailing:

business@musheez.eu

Please include your name and order number so that we can identify your order.

You do not need our permission to exercise your statutory right of withdrawal.

 Request a return, cancellation, or withdrawal through your customer account. 

Returning the goods

After telling us that you are withdrawing, you must return the goods without undue delay and no later than 14 days after notifying us.

We will provide the appropriate return instructions and return address.

You are responsible for the direct cost of returning the goods when exercising the statutory right of withdrawal, unless:

• the goods are defective, incorrect or damaged in transit;

• we have agreed to pay the return cost; or

• applicable law requires us to bear the cost.

We recommend using a tracked delivery service and keeping proof that the goods have been sent.

Opened and sealed products

Some of our products are consumable products supplied in sealed packaging.

Where a sealed product is not suitable for return for health-protection or hygiene reasons, the statutory right of withdrawal may no longer apply once the relevant seal has been broken after delivery.

This does not affect your rights if a product is defective, incorrect or otherwise does not conform to your order.

It also does not prevent an eligible opened product from being covered by our additional 30-Day Satisfaction Guarantee described above.

Statutory refunds

If you validly exercise your statutory 14-day right of withdrawal, we will refund the payments due to you in accordance with applicable consumer law.

Where you withdraw from the whole order, this normally includes the cost of the least expensive standard delivery method we offered.

If you chose a more expensive delivery option, such as express delivery, we are not required to refund the additional amount above the cost of our standard delivery method.

We will make the refund without undue delay and no later than 14 days after being informed of your withdrawal.

We may withhold the refund until:

• we have received the returned goods; or

• you provide evidence that you have sent the goods back,

whichever happens first.

Unless otherwise agreed, the refund will be made using the same payment method used for the original purchase.

Defective, Incorrect or Damaged Goods

If your product arrives damaged, is incorrect, is defective or otherwise does not conform to your order, you do not need to use our 30-Day Satisfaction Guarantee.

You have separate statutory consumer rights.

Please contact us at business@musheez.eu and include your order number, a description of the problem and, where useful, photographs.

We will work with you to resolve the problem and will bear reasonable necessary return costs where required by applicable law.

Uncollected or Refused Parcels

Simply failing to collect a parcel or refusing delivery does not by itself tell us that you are exercising your statutory right of withdrawal.

If a parcel is returned to us because it was not collected or was refused, we may deduct the actual direct cost of returning the parcel to us from any refund where permitted by applicable law.

We will not make such a deduction where the return resulted from an error by us or a delivery problem for which we are responsible.

How to Contact Us

For returns, refunds, guarantee claims or questions about an order, please contact:

Natural Chaga OÜ
Kõrve, Pillapalu, Estonia, 74502
Email: business@musheez.eu
Telephone: +372 55929479

Please include your order number whenever possible.

Your Legal Rights

Our 30-Day Satisfaction Guarantee is an additional voluntary guarantee provided by Natural Chaga OÜ.

It does not replace, restrict or reduce any rights you have under applicable consumer law.

Where your statutory consumer rights give you more favourable rights than the terms of our voluntary guarantee, your statutory rights apply.