In accordance with our sales policy, all of our sales are final and non-refundable, eliminating the responsibility of Ok Natura, its agents, affiliates, partners, employees, founders and owners if your order was stopped, seized, confiscated, destroyed, lost, delayed or returned by your country’s Customs or international postal services.

• If you have chosen to use the fast shipping carrier DHL Express and if the package is returned by the express carrier for any reason, as soon as we receive the package; in that case we will resend the package free of charge, this new shipment will be by national mail Serpost of regular delivery (This to avoid a second rejection). Regardless of the state of the product, since some products are natural and the passage of time can affect their quality. Natural products are not replenished.

• If you have decided to use the Serpost carrier for regular shipping and for any reason it is returned to origin, the same carrier will send you a new one-time free shipment, unless the product you have ordered is not restricted by DHL Express.

• If the package for any reason was stopped, seized, confiscated, destroyed, lost, delayed by the Customs of your country or international postal services of any carrier. You as a customer agree that all our sales are final and non-refundable, which eliminates the responsibility of Ok Natura, its agents, affiliates, partners, employees, founders and owners. Thus, we as Ok Natura ask our customers to understand that these types of products are not regulated in many cases, in most countries they are products that are not legal but not illegal either, that is why customs opt for restrict it.

This situation does not occur in all cases, but if it eventually happens that your package is retained, we present 02 alternatives for our clients, in order to provide transparency and trust, these alternatives are fair trade since it is not our intention to take advantage of customers, or leave them to their fate, we are an indigenous company that stands up and assumes responsibility, that is why with these alternatives we would not be left with any profit from the stopped order and unfortunately this would not include the cost of the new shipment, since They do not reimburse us for this cost, since for carriers the service has already been provided and we do not return absolutely anything when these cases happen, that is why these alternatives do not include reimbursement or return.

ALTERNATIVE 01

The package is retained in customs, the client has the benefit of obtaining 01 gift card for the amount of the value of all the products of the order that was retained. This gift card will not have an expiration date and will be valid to buy any product in our store. Keep in mind that the amount of the discount card can include shipping costs, this if you decide to buy other products that have a lower cost, so everything you buy will be paid with the discount card and it will be free until shipping, now if you want to buy more products you will have to assume the cost of the difference generated if it exceeds the amount of the gift card. The card can be obtained by contacting us at the email: info@oknatura.com or our WhatsApp +1 (877) 875-5909.

Alternative 02

 The package is retained in customs, the client has the benefit of a one-time reshipment where we cover the total cost of the ordered products and the client only has to bear the cost of the new shipment. By doing this, we would not keep any profit from the previous stopped order, unfortunately this is not enough to cover the costs of the new shipment. The client can vary the quantities or modify the order if he so decides and the total cost would be defined in the preliminary order to be made prior coordination. You can contact us to place your preliminary order by applying the discount of the products of the stopped order, you just have to contact us by email: info@oknatura.com or our WhatsApp +1 (877) 875-5909.

The client exempts, indemnifies and waives any claim to Ok Natura, its agents, affiliates, partners, employees, founders and owners of any dispute over the PayPal payment method or credit or debit cards and any other liability that arises if the customer decides to change his mind. after our refund policies have been accepted after the payment has been made and the new order has been shipped.