Refund policy

PERFORMANCE GUARANTEE POLICY

Nativia stands firmly behind the efficacy of every product we formulate. Our performance guarantee is one of the most generous in the natural skincare industry — but because we are committed to honoring the integrity of our clinical claims, this guarantee is reserved exclusively for customers who have given the product a true, uninterrupted opportunity to work as intended.

Topical peptide formulations work through cumulative biological processes at the skin level. Skipped applications, inconsistent timing, or partial regimens compromise the skin's ability to respond — and as such, compromise the validity of any performance claim made under this guarantee. For this reason, all guarantee claims are subject to a verification process that requires documented proof of consistent, daily use across the full evaluation window outlined below.

We take this process seriously. Submissions that are incomplete, undated, missing required intervals, or that cannot be authenticated will not qualify, regardless of the customer's individual experience. By purchasing a Nativia product, you acknowledge and agree to these terms in full.

Proof of Consistent Use — 60 Day Evaluation Period

To qualify for a refund under any of our performance guarantees, customers must provide all of the following without exception:

Timestamped before/after skin photo evidence at each of the following intervals to confirm continuous, daily use throughout the evaluation period and to document changes in overall skin appearance:

  • Day 0 (baseline photo, before first application)
  • Day 15 (end of Week 2)
  • Day 30 (end of Week 4)
  • Day 45 (end of Week 6)
  • Day 60 (end of Week 8)

Each photo must be taken in consistent, even lighting, from the same angle(s) as the Day 0 baseline, with a visible timestamp. Photos that are undated, edited, filtered, inconsistent in angle/lighting, or that do not clearly show the treated skin area will be rejected.

Bi-weekly self-reported progress logs submitted at the following intervals, each containing a minimum of 2–3 sentences describing any changes observed in skin appearance, texture, or feel during that period:

  • Week 2 reflection (submitted Day 15)
  • Week 4 reflection (submitted Day 30)
  • Week 6 reflection (submitted Day 45)
  • Week 8 reflection (submitted Day 60)

Logs must be submitted in real time at each interval. Logs that are backdated, batched together at the end of the evaluation period, or that fail to address the specific period in question will not be accepted.

Additional supporting evidence, where applicable, may include photos, video logs, or third-party assessments documenting changes in skin appearance, hydration, texture, or other relevant metrics tied to the product's claimed benefit. While supplemental, this evidence strengthens the validity of a claim and is strongly encouraged.

All documentation must be submitted as a single complete package within 7 days of the Day 60 evaluation endpoint. Partial submissions, late submissions, or submissions sent across multiple separate communications will be considered incomplete and ineligible for review.

If all conditions above are met in full, and the customer has not experienced the improvement in skin appearance promised under the specific product's guarantee, they may be eligible for a refund in accordance with the terms of that guarantee, subject to final review by our compliance team.

ORDER CANCELLATION POLICY

Orders cannot be canceled once they have been shipped or fulfilled.

RETURN POLICY FOR PHYSICAL PRODUCTS

How Do I Return My Order?

To return your order, you must contact us and explain your case. Please reach out to us at support@get-nativia.com or by phone at 945-331-0826, and we will work to resolve the issue immediately.

Returns are only accepted for products that have factory defects, were not requested in your order, or arrived damaged.

Conditions for Returning an Order

  • The product must be returned in the same condition in which it was received, without any signs of use.
  • Returns must be requested within 14 days of the delivery date.
  • Returns requested after 14 days will not be accepted.
  • Returns for any other reason are subject to our return policy in force.

Damaged or Defective Items

If a product arrives damaged or with defects, you must contact us within 48 hours of delivery at support@get-nativia.com or 945-331-0826.

We will investigate the issue and provide a resolution, which may include a replacement or store credit.

ITEMS NOT DELIVERED / NON-DELIVERY ISSUES

Reporting Non-Delivery

If you suspect a failed delivery (e.g., wrong shipping address, customer not home, counterfeit postage), you must notify us within 48 hours of the expected delivery date.

Contact us with details of the issue and your order number at support@get-nativia.com or 945-331-0826.

If you fail to contact us within 48 hours, you bear full responsibility for the non-delivery, and our services are marked as fulfilled.

Resolution Process

We will investigate the issue and may reship the item if necessary, or provide specific instructions for reclaiming your package, depending on the situation.

NO REFUNDS ON CONSUMABLE PRODUCTS

As our products are consumable, we do not issue refunds.

SHIPPING & ADDITIONAL POLICIES

Shipping Costs for Returns

Customers are responsible for return shipping costs. We recommend using a trackable shipping service to ensure the safe return of the item.

Processing Fee

A $5 processing fee per item will be deducted from the refund for administrative and handling costs. For 2+ items, the fee is reduced to $4 per item.

Items Marked as Delivered

If you report an item not received but the carrier has marked it as Delivered, please:

  • Check your premises and with neighbors.
  • Look in any other possible locations where the package could be.
  • If still unresolved, contact us for further assistance.

Limitation of Liability

Nativia is not responsible for loss or theft of packages after they have been marked Delivered by the carrier. The responsibility for securing the delivered item rests solely with the recipient.

POLICY CHANGES

We reserve the right to modify this policy at any time, without prior notice to customers. Changes will be effective immediately upon updating our policy.

QUESTIONS OR CLARIFICATIONS?

If you have any questions or need further assistance, please contact us at support@get-nativia.com or 945-331-0826.

Legal entity: TAILCOMM INTOE L.L.C