Terms of service

General Terms and Conditions

The general terms and conditions are effective from March 11, 2026, and remain in effect until further notice.

By visiting natuvalabs.shop and/or completing a purchase, you ("user") accept and agree to the terms outlined below. Natuva Labs (hereinafter "provider") reserves the right to modify these terms at any time without individual notice. All updates will be published on natuvalabs.shop and marked with the date of change. Continued use of the website following any changes constitutes your acceptance of the updated terms.

These general terms and conditions are formulated in accordance with the following legislation:
- Consumer Protection Act (ZVPot-1)
- Obligations Code (OZ)
- Electronic Commerce on the Market Act (ZEPT)
- Personal Data Protection Act (ZVOP-2)

1. Company Information

Tilen Piskule s.p.
Keršova 3, Vojnik, Slovenia
3212, Vojnik
Company Registration Number: 7361769000
VAT: SI38879387
Operating under European business regulations

2. Contact

Email: support@natuvalabs.shop

3. Agreement to Terms

By accessing or purchasing from our website, you confirm that you are of legal age in your country of residence, or that you have obtained parental or guardian consent to use this site. You agree not to use our products or services for any unlawful or unauthorised purpose, and not to violate any laws applicable in your jurisdiction. Any breach of these terms will result in immediate termination of your access to our services.

Our store is hosted on Shopify Inc., which provides the e-commerce platform through which we sell our products to you.

4. The Trader Undertakes to Always Provide the User With:

- Provider's identity and company information
- Contact details enabling prompt and effective communication (email, etc.)
- Information about the essential characteristics of products or services, including after-sales support and warranties
- Information on product and service availability
- Method and conditions of delivery, including location and timeframe
- Accepted payment methods
- Validity period of offers
- Information about the right to withdraw from the contract and the applicable conditions
- Information about product returns and any associated costs
- Information about the complaints procedure and the relevant contact person

5. Product Presentation and Data Accuracy

Product images displayed on our website are illustrative and symbolic in nature. Minor colour differences between images and actual products may occur. The provider also reserves the right to minor deviations between product descriptions and actual product features. The provider is not bound by a description or price that results from an input error or technical mistake occurring without the provider's intent.

We are not liable if information on this site is incomplete, outdated, or inaccurate. Content is provided for general informational purposes only. We reserve the right to update or modify site content at any time without obligation to notify users. Any reliance on site content is at your own risk.

6. Purchase Process

6.1 Ordering Process:
Products can be ordered by selecting the desired item, choosing a quantity, selecting a payment method, and confirming the purchase.

6.2 Purchase:
Orders can be placed in multiple languages, 24 hours a day, every day of the year. Upon placing an order, you will receive a confirmation email containing details of your purchase. Confirmed orders are considered binding. Should you wish to cancel, you must notify us within 6 hours of placing the order at support@natuvalabs.shop. We will process the cancellation provided the order has not yet been dispatched.

The provider reserves the right to cancel or partially cancel orders in the event of stock unavailability, pricing errors, or non-compliance with these terms.

6.3 Purchase Agreement:
The purchase agreement is established at the moment the user confirms their order and receives the confirmation email.

7. Product Prices

Product prices are displayed in multiple currencies including EUR, USD, NZD, CAD, PLN, and AUD, automatically selected based on the visitor's location. All applicable prices include VAT. The provider reserves the right to amend prices at any time without prior notice. Shipping costs are not included in product prices and are calculated at checkout, unless a free shipping promotion applies.

8. Payment Methods

Payment can be made via PayPal or by credit/debit card through Shopify Payments. An invoice will be included with your delivery.

9. Delivery

Orders are processed and shipped on the next business day. Orders placed over the weekend will be dispatched on Monday.

Shipping costs and free shipping thresholds by country:
- USA: $3.90 / Free over $60
- Poland: 15 PLN / Free over 149 PLN
- New Zealand: NZ$6.90 / Free over NZ$79
- Canada: CA$5.90 / Free over CA$59
- Australia: AU$5.90 / Free over AU$65

Delivery takes between 1–7 business days depending on the destination. The provider is not responsible for delays caused by external or unforeseen circumstances. All delivery timeframes are estimates only.

10. Return of Goods and Complaints

For any complaints regarding a product or the purchasing process, please contact us at support@natuvalabs.shop. We will review and respond to your complaint as promptly as possible.

Return Address:
Tilen Piskule s.p.
Keršova ulica 3
3212 Vojnik
Slovenia

11. Right of Withdrawal

You have the right to withdraw from your purchase within 60 days of receiving your goods, without providing a reason. To exercise this right, submit your withdrawal notice to support@natuvalabs.shop or in writing to our address above.

Returned products must be unused and in their original, unopened packaging. Water filter straws that have been opened, used, or removed from their original packaging cannot be returned for hygiene and safety reasons.

Upon receiving your withdrawal notice and confirming the goods have been returned in acceptable condition, we will refund all payments within 30 days using the same payment method used at checkout, unless otherwise agreed. Return shipping costs are the responsibility of the user. Reimbursement of additional delivery costs does not apply if you selected a delivery option other than our standard service.

Goods must be returned within 60 days of notifying us of your withdrawal.

12. Warranty

All water filter straws are covered by a one-year warranty from the date of delivery. This warranty applies to defects in materials, workmanship, and filtration performance when the product is used in accordance with the provided instructions.

The warranty does not cover damage resulting from misuse, improper storage, or failure to follow usage guidelines. Normal wear and tear following the warranty period is also excluded.

To submit a warranty claim, contact us at support@natuvalabs.shop. We will respond as soon as possible and resolve the matter within 30 days of notification.

13. Complaints

Upon receiving a damaged, defective, or incorrect product, please notify us immediately in writing at support@natuvalabs.shop. We are committed to handling all complaints promptly and will respond within 14 days of receipt.

14. Liability for Non-conformity of Goods

The provider is responsible for delivering goods that match the description, quantity, quality, and specifications listed on the website. Users must notify us of any non-conformity within two months of discovering the issue. We will remedy the matter within 30 days of notification. Should we fail to do so, the user is entitled to request a price reduction or a full refund.

The provider is not liable for non-conformity that becomes apparent more than two years after the date of purchase. Where a defect arises within one year of purchase, the burden of proof that the defect did not exist at the time of delivery lies with the user.

In the event of confirmed non-conformity, the user is entitled to:
- Request free repair or replacement of the goods
- Request a proportional price reduction or full refund

If non-conformity is not in dispute, we will action your request within 8 days of receipt and provide a written response within the same timeframe.

15. Optional Third-Party Tools

We may provide access to third-party tools and integrations on our website over which we have no direct control or oversight. Such tools are offered "as is" and "as available" without any warranties or guarantees. Your use of any third-party tools is entirely at your own risk, and we accept no liability for any issues arising from their use. Any new features or tools added to our website in the future will also be subject to these terms.

16. User Comments and Submissions

Any content you voluntarily submit to us — including reviews, ideas, suggestions, or feedback — may be used by us without restriction, compensation, or obligation to maintain confidentiality. We reserve the right to monitor, edit, or remove any content we determine to be unlawful, harmful, offensive, or in breach of these terms. You are solely responsible for the accuracy and legality of any content you submit. You agree that your submissions will not infringe on any third-party rights, contain malicious code, or include false or misleading information.

17. Accuracy of Billing and Account Information

You agree to provide accurate, current, and complete information when placing an order or registering an account. You are responsible for keeping your account details up to date, including payment information. We reserve the right to refuse, limit, or cancel orders at our discretion, including orders that appear to be placed by resellers or in unusual quantities. In the event of an order change or cancellation, we will endeavour to notify you using the contact details provided at checkout.

18. Prohibited Uses

You agree not to use this website or its content for any of the following:
- Any unlawful or unauthorised purpose
- Violating any applicable local, national, or international laws or regulations
- Infringing on our intellectual property rights or those of any third party
- Harassing, threatening, or discriminating against any individual or group
- Submitting false, misleading, or fraudulent information
- Uploading or transmitting malicious code, viruses, or software intended to cause harm
- Collecting personal data of other users without their consent
- Spamming, phishing, scraping, or engaging in deceptive practices
- Interfering with or attempting to bypass the security features of the website

We reserve the right to terminate your access to the website for any violation of these prohibited uses.

19. Disclaimer of Warranties and Limitation of Liability

We do not guarantee that your use of our website will be uninterrupted, error-free, or entirely secure. All products and services are provided "as is" and "as available" without warranties of any kind, either express or implied.

To the fullest extent permitted by law, the provider shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of the website, its content, or any products purchased through it. This includes but is not limited to loss of profits, loss of data, or damages resulting from errors or omissions in site content.

The provider is also not liable for any damage to your hardware, software, or devices resulting from use of the website. You are responsible for ensuring your devices are adequately protected.

20. Indemnification

You agree to indemnify and hold harmless Tilen Piskule s.p., its owner, employees, and partners from any claims, losses, damages, or costs — including reasonable legal fees — arising from your breach of these terms, your violation of any applicable law, or your infringement of any third-party rights.

21. Termination

These terms remain in effect unless terminated by either party. We reserve the right to terminate or suspend your access to our website at any time, without notice, if we determine that you have violated any of these terms. Any obligations or liabilities incurred prior to termination will survive the end of the agreement.

22. Severability

If any provision of these terms is found to be unlawful, void, or unenforceable, that provision will be enforced to the maximum extent permitted by law, and the remaining provisions will continue in full force and effect.

23. Entire Agreement

These terms, together with any policies referenced herein, constitute the complete agreement between you and the provider regarding your use of the website and supersede any prior agreements or communications. Failure by the provider to enforce any provision of these terms shall not constitute a waiver of that right.

24. Out-of-Court Settlement of Consumer Disputes

In accordance with legal regulations, Tilen Piskule s.p. does not recognise any out-of-court dispute resolution body as competent to resolve consumer disputes initiated under the Consumer Dispute Resolution Act. As a provider operating in the Republic of Slovenia, we publish a link to the EU online platform for consumer dispute resolution (SRPS), available at:
https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN

Slovenian substantive and procedural law applies to these terms and to all disputes between the provider and the user.

25. Governing Law

These terms are governed by the laws of the Republic of Slovenia. The provisions of the Obligations Code, the Electronic Commerce Market Act, the Personal Data Protection Act, and the Consumer Protection Act apply to all matters not explicitly addressed by these terms.

26. Data Protection (GDPR)

We handle all customer personal data with the utmost care and in full compliance with the General Data Protection Regulation (EU) 2016/679. Personal data is collected solely for the purposes of order processing, delivery, invoicing, and account management, and is never sold or disclosed to unauthorised third parties. You have the right to request deletion of your data at any time, except where retention is required by law or for accounting purposes. For full details, please refer to our Privacy Policy at: https://natuvalabs.shop/policies/privacy-policy

27. Changes to Terms

We reserve the right to revise these terms at any time. Updates will be published on this page along with the revised date. Continued use of the website after any changes have been posted constitutes your acceptance of the updated terms.

28. Contact

For any questions regarding these terms, please reach out to us at:

Email: support@natuvalabs.shop
Address: Tilen Piskule s.p., Keršova 3, Vojnik, Slovenia