Refunds & returns

Our guarantee

They say that in marriage or relationships, If your partner isn’t happy, you’re not happy. We're the same way. If you’re not satisfied with our products, we’re not either. And we don’t think you should pay for them.

All of our products are custom crafted to provide a superior grooming experience. And yet, every man is a unique individual with his own personal preferences. We therefore invite you to experience our products, risk-free. If, for any reason, you are not completely satisfied—if you do not experience The RN Difference—please contact Customer Service by phone within 30 days of delivery and we will promptly return the full purchase price of the product(s).* 

RN refund/return policy

When you call, please have your order number handy. You’ll find it on your shipping label. We’ll provide you with a Return Authorization Code. And we’ll send you a return mailing label with this code via email. Print out two copies. (Please note: your return mailing label does not include prepaid postage.) You will not be eligible for a refund unless (1) we receive the original item purchased, and (2) it meets the following requirements:

• It must be suitably packaged and shipped so that it arrives in acceptable condition
• It must contain at least 50% of its original contents
• The return mailing label must be attached to the outside of the shipping package (Make sure there are no other shipping labels or addresses on the package.)
• A second copy of the return mailing label must be included inside the package

Schedule a pickup for your package or drop off it off at the designated carrier. If you qualify for a refund, please allow 10-14 business days from the date we receive the returned item for your refund to be processed. The refund will be applied to the same form of credit used to make the original purchase. We do not refund shipping and handling fees, return shipping fees or applicable taxes. All non-refundable fees will be deducted from your refund.

As Robert Natali products are free of harmful additives—including those typically used to maintain stability during exposure to intense heat—we use insulated packaging and expedited shipping during months of extreme temperatures. WE ARE NOT RESPONSIBLE FOR THE CONDITION OF PRODUCTS IN UNATTENDED DELIVERIES. [For more information, see our  Shipping Policy.]

Damaged orders

If an item(s) in your order arrives damaged, contact Customer Service by phone within five days of delivery. Please have your order number handy. You’ll find it on your shipping label. We’ll provide you with a Return Authorization Code. And we’ll send you a return mailing label with this code via email. Print out two copies. (Please note: Your return mailing label does not include prepaid postage.)

The product will not be eligible for a replacement unless (1) we receive the damaged item, and (2) the following requirements are met:

• The package includes the original shipping box and all packing contents
• The return mailing label must be attached to the outside of the shipping package (Make sure there are no other shipping labels or addresses on your package.)
• A second copy of the return mailing label must be included inside the package

Schedule a pickup for your package or drop off it off at the designated carrier. If either Robert Natali or our carrier is at fault, we’ll replace the damaged product(s) at no additional cost. We’ll also reimburse you for any reasonable/customary shipping and handling fees. Please allow 10-14 business days from the date we receive the damaged item for its replacement to be processed.

Incomplete orders

If an item(s) in your order is either missing or has been replaced with an item you didn’t order, contact Customer Service by phone within five days of delivery. Please have your order number handy. You’ll find it on your shipping label. If we were at fault, we’ll send you the missing/correct product(s) at no additional cost. Keep any item you didn’t order and enjoy it with our compliments.

Undelivered orders

If your order does not arrive within the shipping window indicated by your tracking information—or if the tracking information confirms that your package has been delivered but you haven’t received it—contact Customer Service promptly by phone. Please have your order number handy. You’ll find it on your confirmation email. We’ll do our best to find your package. If we can’t, and either Robert Natali or our carrier is at fault, we’ll send you a duplicate order at no additional cost. If your original address for delivery was entered incorrectly, we will not replace the order.

Change an order

Due to our streamlined processing system, changing an existing order is possible only on ground shipping orders. To do so, contact Customer Service by phone within 24 hours of placing your order, Monday – Friday, 9am – 6pm CST, or by 12:00pm CST on the first business day on which orders are processed, whichever is sooner. (Orders are processed and shipped Monday – Friday, 9am – 5pm CST, excluding holidays.)

Please have your order number handy. You’ll find it on your confirmation email. If the total cost of your revised order exceeds $75 (excluding shipping, handling and applicable taxes), shipping and handling is free. Once the change is processed, you’ll receive a confirmation email with the details of your revised order. [PLEASE NOTE: THERE ARE NO CHANGES ON 2ND DAY AND OVERNIGHT SHIPPING ORDERS.]

Cancel an order

Due to our streamlined processing system, canceling an order is possible only on ground shipping orders. To do so, contact Customer Service by phone within 24 hours of placing your order, Monday – Friday, 9am – 6pm CST, or by 12:00pm CST on the first business day on which orders are processed, whichever is sooner. (Orders are processed and shipped Monday – Friday, 9am – 5pm CST, excluding holidays.)

Please have your order number handy. You’ll find it on your confirmation email. Once your request is processed, you’ll receive a confirmation email with the details of your canceled order. [PLEASE NOTE: THERE ARE NO CANCELLATIONS ON 2ND DAY AND OVERNIGHT SHIPPING ORDERS.]

Return a gift

At present, we do not accept returns of a Robert Natali product(s) sent to you as a gift. If an item(s) in a gift order is either missing or has been replaced with an item that was not part of the original order, contact Customer Service by phone within five days of delivery. Please have the order number handy. You’ll find it on your shipping label. If we were at fault, we’ll send you the missing or correct product(s) promptly and at no additional cost.

If an item(s) in a gift order arrives damaged, contact Customer Service by phone within five day of delivery. Please have the order number handy. You’ll find it on your shipping label. We’ll provide you with a Return Authorization Code. And we’ll send you a return mailing label with this code via email. Print out two copies and follow the instructions for “Damaged Orders” above.

…………………………….

†Only those products purchased via robertnatali.com are potentially eligible for a refund. The refund/return of any Robert Natali product purchased through one of our retail partners must be returned to the original place of purchase.

*Valid only for products purchased directly from Robert Natali and shipped within the United States. Limit one refund per product, per name, household or address. Lifetime limit of three product refunds per name, household, or address. Use of multiple addresses or PO Boxes to obtain additional refunds is fraud and may result in prosecution. Refund is limited to the purchase price and excludes taxes, shipping, and handling. The Company will attempt to process all refunds within 30 days of valid submission. Refunds will be made to the original form of payment or by a check mailed by the Company.