Refund policy
Return & Refund Policy
We want you to love every purchase from Nathan But Net. If something is not right, we make returns simple and refunds straightforward. This policy is written in plain language so you always know exactly where you stand. Here is everything you need to know.
Policy at a Glance
Our Return Philosophy
At Nathan But Net LLC, we believe that a purchase should only be final when you are completely satisfied. We understand that shopping online means you cannot physically inspect a product before buying, which is why we have built a return policy that genuinely protects you as a customer.
Our return policy is simple: if you are not happy with your purchase for any reason within 30 days of delivery, you may return it to us for a full refund. We do not charge restocking fees. We do not ask you to jump through hoops. We simply ask that the item is returned in its original condition so we can process your refund promptly.
We also believe in honesty. If an item arrives damaged, defective, or is not what you ordered, we take full responsibility and will resolve the issue at no cost to you — regardless of the 30-day return window. Every section of this policy has been written to give you maximum transparency about your rights and our obligations.
Our Core Commitments to You
- 30-day return window from the date your order is delivered — no questions asked for eligible items
- No restocking fees — ever. The full product price is refunded on eligible returns.
- Refunds processed within 10 business days of receiving your returned item at our facility
- Refunds to your original payment method — we do not substitute store credit unless you explicitly prefer it
- Full coverage for our errors — defective, damaged, incorrect, or missing items are resolved entirely at our cost
- Prepaid return labels provided when the return is caused by our error
- Responsive customer support — a real person will reply to your return request within 1–2 business days
- Complete transparency — we will never surprise you with a policy term that was not clearly disclosed before your purchase
Return Window
Nathan But Net LLC offers a 30-day return window on all eligible purchases. This section explains exactly when the return window starts, what it means, and what happens at its edges so there is no ambiguity.
Everything About the 30-Day Window
When does the 30-day window start?
The 30-day return window begins on the date your order is marked as delivered by the shipping carrier to the address you provided at checkout. This is the date recorded in your shipment tracking history — not the date you placed the order, not the date the order was shipped, and not the date the package was first out for delivery. It is the official "Delivered" event as recorded by the carrier.
What counts as "initiating" a return within the window?
You do not need to have your item physically back at our facility within 30 days. You simply need to have contacted us — by email or phone — and submitted your return request within the 30-day window. Once you have contacted us and your return is approved, you will have a reasonable additional period to ship the item back to us.
What if my delivery date is unclear?
If you cannot determine your exact delivery date from your tracking information — for example because the carrier did not update tracking correctly — please contact us and we will use our shipment records to confirm the delivery date. We will always use the most customer-favorable date we can confirm in such cases.
What if I missed the 30-day window?
If your return request arrives after the 30-day window has closed, we are generally unable to accept the return. However, if your item arrived defective, was damaged in transit, or was materially not as described, we will work with you regardless of the return window. Please contact us and explain the situation — we will always try to find a fair and reasonable solution.
Are there any extended return windows?
From time to time, we may offer extended return windows during promotional periods such as holiday shopping seasons. Any such extensions will be communicated clearly at the time of purchase and will be honored even if this standard policy does not include them. An extended window stated at point of purchase always takes precedence over the standard 30-day window.
Return Eligibility Requirements
To qualify for a return and refund, your item must meet all of the conditions listed below. We inspect every returned item upon receipt and we will notify you of the outcome. Please review these requirements carefully before initiating a return to avoid any delays.
✓ Eligible for Return
- Return requested within 30 days of the delivery date
- Item is unused and in its original, unaltered condition
- All original packaging is intact and included
- All tags, labels, stickers, and accessories are still attached and intact
- Item is free from any damage caused after delivery
- Item has not been assembled, altered, or modified
- Return has been pre-authorized by our team (RMA issued)
✗ Not Eligible for Return
- Return requested more than 30 days after delivery
- Item has been used, worn, assembled, or washed
- Original packaging is missing, damaged, or destroyed
- Tags, labels, or security seals have been removed
- Item shows signs of damage caused after delivery
- Item has been altered or modified in any way
- Return was shipped without prior authorization (no RMA)
Non-Returnable Items
Certain items cannot be returned due to their nature, hygiene requirements, legal restrictions, or safety considerations. We will always clearly identify non-returnable items on their product pages before you complete your purchase. We will never retroactively designate an item as non-returnable after you have already bought it.
Items That Cannot Be Returned
- Perishable goods: Any item that expires or deteriorates quickly, including food, beverages, flowers, plants, and similar products. These cannot be returned once they have left our facility.
- Hazardous materials: Flammable liquids, compressed gases, corrosives, and any item classified as a hazardous material under IATA, DOT, or USPS shipping regulations. Such items cannot be legally returned via standard carriers.
- Intimate or sanitary goods: Underwear, swimwear, personal hygiene products, and similar items that have been opened or used. This exclusion exists exclusively for health and hygiene protection and does not apply to sealed, unopened items that were received defective.
- Digital products and downloadable content: Any item delivered digitally, including software licenses, download codes, digital keys, streaming credits, or digital gift cards. Once delivered, digital products cannot be "returned" as access cannot be revoked.
- Physical and digital gift cards: Gift cards — whether physical or digital — are non-refundable once issued or activated. This is a standard industry policy required by our payment processors.
- Customized or personalized items: Products that have been made specifically to your specifications, including items customized with your name, initials, monogram, custom text, custom dimensions, or other personal details. These items are made to order and cannot be restocked.
- Final sale items: Products explicitly marked as "Final Sale" at the time of purchase. These items are clearly and prominently labeled on the product page and at checkout. Final sale items are sold at a significantly reduced price that reflects their non-returnable status.
No Restocking Fee
Nathan But Net LLC does not charge restocking fees — under any circumstances, on any eligible return. This is a firm and unconditional commitment, not a conditional one that changes based on what you are returning or why.
What "No Restocking Fee" Means for You
- When you return an eligible item, you receive a refund for 100% of the purchase price of that item — no percentage deducted, no flat fee charged.
- The no-restocking-fee policy applies to all eligible product categories we sell — we do not make exceptions for higher-priced items, electronics, or any other category.
- This policy applies whether you are returning because of a change of mind, a defect, an error on our part, or any other eligible reason.
- You will never be surprised by a fee deducted from your refund that was not disclosed in this policy before your purchase.
- The only deductions that can ever occur are those described in Section 19 (Partial Refunds) — and those only apply when a returned item is in a condition worse than how it was received, or when parts are missing. We always communicate before making any such deduction.
How to Initiate a Return
Starting a return with Nathan But Net is a straightforward five-step process. Please read the instructions carefully and follow them in order. Do not ship any item back to us without first receiving a Return Merchandise Authorization (RMA) number — unauthorized returns cannot be processed and may be refused or delayed significantly.
Step-by-Step Return Process
Contact Us to Request a Return Authorization
Email us at contact@nathanbut.net or call us at +1 830-481-7667 within 30 days of your delivery date. In your message, please include: (a) your order number, (b) the name or SKU of the item you wish to return, (c) the reason for your return, and (d) photographs of the item if it is defective, damaged, or incorrect. A brief reason is all we need — you do not have to write an essay.
Receive Your Return Merchandise Authorization (RMA)
Our team will review your request and respond within 1–2 business days. If your return is approved, we will email you: (a) your unique RMA number, (b) the return shipping address, and (c) a prepaid return label if your return qualifies for one (see Section 10). Please write your RMA number clearly on the outside of your package. If your return request is not approved, we will explain why and suggest alternatives.
Pack and Ship Your Item Within 7 Days of RMA Issuance
Carefully pack the item in its original packaging with all accessories, tags, documentation, and components included. Write your RMA number on the outside of the package. Ship the item within 7 calendar days of receiving your RMA using a trackable shipping method and retain your tracking number. See Section 9 for detailed packaging guidelines.
We Receive and Inspect Your Return
Once your return arrives at our facility, we photograph the package upon receipt and log it into our returns system. You will receive an automatic email confirming receipt. Our team then inspects the item within 1–3 business days to confirm it meets our return eligibility criteria and will send you an email with the outcome of the inspection.
Your Refund Is Processed
Once your return is approved after inspection, we will initiate your refund within 10 business days of the date we received your item. You will receive a refund confirmation email as soon as the refund is initiated on our end. See Section 11 for full refund processing details and Section 12 for timelines by payment method.
Return Methods
All returns to Nathan But Net LLC are processed as mail-in returns. We do not currently operate a physical retail location where returns can be dropped off in person. This section explains the return methods available to you and how to choose the right carrier for your return shipment.
Available Return Methods
Method 1 — Prepaid Return Label (Free — Our Error Returns Only)
If your return qualifies as an error on our part — defective item, wrong item sent, item not as described, or transit damage — we will email you a prepaid shipping label. Simply print the label, attach it to your package, and drop it off at any location of the applicable carrier (UPS, USPS, or FedEx, depending on the label we provide). There is no cost to you for this method.
Method 2 — Customer-Arranged Return Shipment (Change of Mind Returns)
For change-of-mind returns, you are responsible for arranging and paying for return shipping. You may use any carrier you prefer, but we strongly recommend using a carrier that provides a tracking number and, for higher-value items, shipment insurance. Acceptable carriers include USPS, UPS, FedEx, and DHL. Always address your return package exactly as specified in your RMA confirmation email.
Our Recommendations for Return Carriers
USPS Priority Mail
Tracking included, affordable rates, good for smaller packages under 70 lbs
UPS Ground
Reliable tracking, good for heavier or larger packages, optional insurance
FedEx Ground
Reliable tracking, widely available drop-off locations, good insurance options
Return Address
All returns must be shipped to the address provided in your Return Merchandise Authorization (RMA) confirmation email. Do not use the address below as your return shipping address until you have received your RMA and confirmed the return address in that email, as our returns processing address may differ from our mailing address.
Return Address — Provided in Your RMA Email
The specific return shipping address will be communicated to you in your RMA approval email. The address will be within the United States. Your RMA email will also specify which carrier or service to use if a prepaid label was provided.
Business Mailing Address (not for returns without RMA):
Nathan But Net LLC
1100 NW Loop 410, Suite 700
San Antonio, TX 78213
United States
Note: The above mailing address is for general correspondence only. Your RMA email will confirm whether returns should be directed here or to a separate returns processing address. Always follow the RMA instructions.
Packaging and Shipping Your Return
How you pack and ship your return item significantly affects the outcome of your return. Items that arrive back to us damaged due to poor packaging may not qualify for a full refund, as we cannot distinguish between damage that existed before shipment and damage caused in transit by inadequate packaging. Please follow the guidance below carefully.
Packaging Guidelines
- Use the original packaging where possible: The original box and packaging materials are specifically designed to protect the product during transit. If the original packaging is intact, please use it for your return shipment. This is the safest and most reliable option.
- Use a sturdy outer box if original packaging is unavailable: If the original packaging is not available or not suitable for reuse, use a clean, sturdy corrugated cardboard box of an appropriate size. Avoid plastic bags, thin envelopes, or flimsy boxes for any item that has weight or rigidity.
- Protect fragile items with adequate cushioning: Use bubble wrap, foam sheeting, air pillows, or crumpled packing paper to surround fragile items on all sides. Fill all empty space in the box so the item cannot shift or move during transit.
- Include all original contents: Ensure that all accessories, cables, manuals, warranty cards, tags, components, and any other items that were included with your original order are packed with the return. Missing components may result in a partial refund.
- Write your RMA number on the outside: Clearly write or print and tape your Return Merchandise Authorization (RMA) number on at least two sides of the outside of the package so our receiving team can identify and process your return immediately upon arrival.
- Seal the package securely: Use pressure-sensitive packing tape (not masking tape, duct tape, or string) to seal all seams and edges of the package. Re-tape any seams on the original box if reusing it.
- Use a trackable shipping method: Always ship your return using a carrier and service that provides a tracking number. Keep this tracking number safely until your refund has been confirmed. See Section 17 for what happens if a return is lost in transit.
Return Shipping Costs
Who pays for return shipping depends entirely on the reason for your return. We believe it is fair that we cover return shipping costs when the return is caused by our error, and that customers cover return shipping when returning for personal preference reasons. This allocation is consistent with Google Shopping policies and standard consumer protection expectations.
✓ We Cover Return Shipping
We will provide a free prepaid return shipping label when the return is due to:
- The item arrived defective or malfunctioning
- The wrong item was shipped to you
- The item does not match its description on our website
- The item was damaged during shipment to you (transit damage)
- The item arrived with missing parts or accessories listed as included
→ Customer Covers Return Shipping
The customer is responsible for return shipping costs when:
- Returning due to change of mind or personal preference
- Ordered the wrong size, color, or variant
- Item is no longer needed or wanted
- Found a lower price elsewhere
- Any reason not caused by our error or a product defect
Original Outbound Shipping Fee Refunds
Change-of-mind returns: The original outbound shipping fee you paid at checkout is non-refundable. Your refund will include the product price and applicable sales tax on that product, but not the original cost to ship the order to you.
Our-error returns: If you are returning because of our error — defective item, wrong item, not as described, or transit damage — we will refund your complete order total including the original outbound shipping fee, plus we will cover the cost of your return shipment with a prepaid label.
Refund Processing Time
Once we receive your returned item at our facility and confirm it meets our return eligibility requirements, we will process your refund within 10 business days. This section explains in detail every stage of the refund process so you know exactly what is happening and when to expect your money.
Refund Timeline — Stage by Stage
Return Received and Logged — Day 0
Your package arrives at our facility. We photograph the exterior of the package on arrival, log it into our returns management system, and send you an automatic email confirming that your return has been received. This email confirms your Day 0 — the start of the 10-business-day processing commitment.
Item Inspection — Days 1 to 3
Our team opens and inspects the returned item, checking that it meets all return eligibility criteria: original condition, no signs of use or damage, all packaging intact, all accessories and components present. We photograph the item as part of our returns records. This inspection typically takes 1–3 business days. You will receive an email notifying you whether your return has been approved or if there is an issue.
Refund Initiated — Within 10 Business Days of Day 0
Once the inspection is complete and your return is approved, we initiate your refund. We will complete this step within 10 business days of the date your return was received at our facility (Day 0). You will receive a refund confirmation email as soon as the refund is initiated. The 10-business-day commitment is calculated from the date of receipt at our facility — not from the date you shipped the item.
Refund Posted to Your Account
After we initiate the refund, your bank or payment provider will process it and post it to your account. This additional time is outside our control and depends on your payment method and financial institution. See Section 12 for specific timelines by payment method. In total, you should expect to see your refund on your statement within 15–25 calendar days of your return being received at our facility, though it is often sooner.
What Your Refund Includes
- Full product price — the amount you paid for the returned item(s), with zero restocking deductions
- Applicable sales tax — any sales tax collected on the returned item(s) is fully refunded
- Original shipping fees — refunded only when the return is due to our error (defective, wrong item, not as described, or transit damage)
- Refund to your original payment method — your refund is always issued to the same payment method used for the original order unless you explicitly request store credit
Refund Timeline by Payment Method
After we initiate your refund, the time it takes to appear on your account depends on your original payment method and your financial institution's processing speed. The timelines below apply after we have sent your refund — in addition to our 10-business-day processing commitment.
Exchange Policy
We are happy to help you get the right product. Whether you need a different size, color, or variant, or whether you received a defective or incorrect item and want a replacement, this section explains exactly how exchanges work at Nathan But Net LLC.
Exchange for Size, Color, or Variant — Change of Mind
We process change-of-mind exchanges as a two-step process — a return of the original item followed by a new order for the replacement item. This approach keeps the process transparent and ensures accuracy.
Step 1 — Return the original item: Follow the return process in Section 6. The item must meet all return eligibility criteria (unused, original packaging, within 30 days, pre-authorized with an RMA).
Step 2 — Place a new order: Place a fresh order on nathanbut.net for the item you want. If you want to confirm availability before placing the new order, contact us at contact@nathanbut.net and we will check stock for you.
Step 3 — Receive your refund on the returned item: Once we receive and inspect your original return, your refund will be processed within 10 business days as described in Section 11. Your new order and your refund are handled independently and simultaneously.
Exchange for a Defective, Incorrect, or Damaged Item
If you are exchanging an item because it arrived defective, damaged in transit, or incorrect, we will ship you a replacement at no additional charge and provide a prepaid return label at no cost to you. You do not need to place a new order.
Step 1 — Contact us within 7 days: Email contact@nathanbut.net with your order number and photographs of the defective or incorrect item.
Step 2 — Choose your resolution: Tell us whether you would prefer a replacement shipment or a full refund. We will honor your preference.
Step 3 — We arrange everything: If a replacement is chosen and the item is in stock, we will dispatch it promptly. If the item is out of stock, we will issue a full refund instead. For replacements, we will send your prepaid return label for the original item simultaneously.
Order Cancellation Policy
If you need to cancel an order, the sooner you contact us the better. Orders move through our fulfillment process quickly — often within hours of placement during business hours. Once an order has been shipped, it can no longer be cancelled and you would need to accept delivery and then follow the return process in Section 6.
✓ Cancellation Before Shipment
If your order has not yet been picked, packed, and handed to the carrier, we can cancel it and issue a full refund including the original shipping fee within 10 business days.
Contact us immediately — the sooner you reach us, the higher the chance of successful cancellation. We cannot guarantee cancellation even before shipment if the order is already in active fulfillment processing.
→ Cancellation After Shipment
Once shipped, we cannot cancel or recall your order. You must accept delivery and then initiate a return within 30 days of the delivery date following the process in Section 6.
For post-shipment cancellations, the original outbound shipping fee is non-refundable. The refund will cover the product price and applicable taxes only.
Cancellations for Orders We Cannot Fulfill
In rare circumstances, we may need to cancel your order — for example, if an item becomes unavailable after your order was placed, if there is an error in the pricing on our website, or if we are unable to verify your payment or shipping information. In any such case:
- We will notify you immediately by email with a clear explanation of why your order was cancelled
- We will issue a full refund of your complete order total including any shipping fees within 5 business days
- We will suggest alternative products if applicable, but you are under no obligation to purchase a substitute
Damaged, Defective, Incorrect, or Missing Items
If your order arrives with any of the issues listed below, we take full responsibility and will resolve the situation at no cost to you. This section covers all four categories of problems: items damaged in transit, items with manufacturing defects, items that are entirely wrong, and orders with missing contents.
Damaged in Transit
The item was physically damaged during shipment by the carrier before it reached you. The damage was not caused by you.
Report within: 48 hours of delivery. Photograph the outer packaging and the damaged item immediately before opening further.
Manufacturing Defect
The item does not function as described, has a structural flaw, or has a defect that was present when it left the manufacturer.
Report within: 7 days of delivery, or as soon as the defect is discovered if it was not immediately apparent upon delivery.
Incorrect Item Received
You received a completely different product from what you ordered, or the wrong color, size, variant, or quantity of the correct product.
Report within: 7 days of delivery. Include a photo of the item you received and your order confirmation showing what you ordered.
Missing Items or Parts
Your order arrived with items missing from a multi-item order, or the product arrived without components or accessories that were listed as included.
Report within: 7 days of delivery. Provide a photo of the contents you received and reference the product listing showing what should have been included.
What to Do and What We Will Do
Your action: Email contact@nathanbut.net or call +1 830-481-7667. Include your order number, a clear description of the issue, and photographs of the item as received (and the outer packaging for transit damage claims). Do not discard the original packaging — it may be needed for a carrier claim.
Our response within 1–2 business days: We will review your report, confirm the issue, and contact you with the resolution options available. You will always have the choice between a full refund, a replacement shipment (where stock is available), or store credit.
What we cover: We cover 100% of all costs associated with defective, damaged, incorrect, or missing item resolutions — including prepaid return labels, replacement shipping, and the full refund amount including original outbound shipping fees.
Our Unconditional Commitment
We will never ask you to pay for return shipping on a defective, damaged, incorrect, or incomplete item. We will never deduct any fees from your refund in these situations. We stand fully behind every product we sell and take complete responsibility for fulfillment errors and transit damage caused by our shipping partners.
Lost Parcel Policy
A lost parcel is one that has been shipped but has not been delivered and cannot be located by the carrier. This is different from a delayed parcel, which is still in transit but running behind schedule. This section explains exactly what we do when an outbound shipment (from us to you) is lost in transit.
When Is a Parcel Considered Lost?
We consider a parcel lost when: (a) tracking shows no movement for more than 7 consecutive business days and the carrier cannot provide an updated estimated delivery date, or (b) the expected delivery window has passed by more than 7 business days and the parcel has not been marked as delivered.
Before declaring a parcel lost, we will first check whether the parcel may have been marked as delivered but not received (see Section 17 for that scenario), and whether there are any known carrier service disruptions, holidays, or weather events that may explain the delay.
What to Do If Your Parcel Appears Lost
Check your tracking: Use the tracking link in your shipping confirmation email to check the current status of your shipment. Allow up to 2 business days for tracking to update after a new scan, as carrier tracking systems are not always real-time.
Check with neighbors and building management: If you live in an apartment building or shared property, check whether your parcel may have been left with a neighbor, in a mailroom, at the front desk, or in a secure parcel locker.
Contact us: Email contact@nathanbut.net with your order number and a description of the tracking status. We will file a trace request with the carrier on your behalf.
Resolution: If the carrier investigation confirms the parcel is lost, we will either reship your order at no additional charge or issue a full refund of your complete order total including shipping — your choice. We will not make you wait indefinitely. We will initiate a resolution within 5 business days of the carrier confirming the loss.
Lost or Missing Returns
A lost return is a return shipment that you sent back to us that we have not received, and for which the carrier cannot confirm delivery at our facility. This is an important distinction from a late return — late returns are simply still in transit, while lost returns have disappeared from the carrier's tracking system.
Our Policy on Lost Return Shipments
If you used our prepaid return label: If your return was shipped using a prepaid label we provided and is lost in transit, we accept full responsibility. We will file a claim with the carrier and issue your refund regardless of whether the package is recovered. You will not be penalized for a loss that occurred after you shipped the item using our label.
If you arranged your own return shipment: If you shipped your return using a carrier you chose independently and the package is lost in transit, we strongly recommend filing a claim directly with that carrier. If you purchased shipment insurance, that insurance should cover the value. If you have tracking documentation showing the package was accepted by the carrier and subsequently lost, please contact us — we will review each case individually and work with you to reach a fair resolution.
If you shipped without tracking: We cannot process a refund for a return that we have not received and for which there is no tracking evidence of shipment. This is why we strongly require the use of a trackable shipping service for all returns. Returns shipped without tracking that do not arrive at our facility cannot be refunded regardless of the circumstances.
How to Protect Yourself From Return Loss
- Always use a carrier that provides a tracking number and keep that number until your refund is confirmed
- For items valued over $100, we recommend purchasing carrier insurance on your return shipment
- Get a drop-off receipt from the carrier when you hand over your return package
- Screenshot or save your tracking page at key points (accepted, in transit, delivered) as evidence
Late or Missing Refunds
If you have received your refund confirmation email from us but the funds have not appeared on your account statement, please follow the steps below before contacting us. Many apparent "missing refunds" are resolved by following these steps, as refund processing by financial institutions can occasionally take longer than expected.
Steps to Take for a Late or Missing Refund
Check your bank account or statement again: Refunds do not always appear as a clear "REFUND" line item. Some banks post refunds as a credit adjustment, a reversal, or under the original merchant name. Look for any credit entry posted after you received your refund confirmation email.
Contact your bank or card issuer: Call the customer service number on the back of your card or log into your banking app and speak with a representative. Tell them the exact date of our refund confirmation email and ask them to look for a pending or posted credit from Nathan But Net LLC or from our payment processor (Shopify Payments or Stripe).
Allow for the full processing window: Review Section 12 and ensure the full processing window for your payment method has elapsed. For credit and debit cards, this can be up to 10 business days after we initiate the refund.
Contact us if the issue persists: If you have followed steps 1–3 and your refund still has not appeared, email contact@nathanbut.net with your order number, your refund confirmation email, and the date you confirmed the refund was not showing in your account. We will immediately investigate with our payment processor and provide you with a transaction reference number as evidence of the refund being sent.
Partial Refunds
In most cases, eligible returns result in a full refund of the product price and applicable taxes. However, there are specific and limited situations where a partial refund may be issued. We are completely transparent about when and why this can occur, and we will always communicate with you before finalizing any partial refund.
Specific Situations Where a Partial Refund May Apply
- Item returned in a condition worse than original: If a returned item shows signs of use, wear, washing, assembly, customer-caused damage, or any alteration that reduces its resaleable value, we may assess and issue a partial refund reflecting the diminished value. We will contact you, explain our assessment in detail, and give you the option to either accept the partial refund or have the item returned to you at your cost.
- Missing accessories, components, or original packaging: If an item is returned without all of its original accessories, cables, manuals, warranty cards, tags, component parts, or original packaging, we may deduct the assessed replacement value of the missing items from your refund. We will list every missing item and its assessed value before processing.
- Partial order returns: If your order contained multiple items and you are only returning some of them, your refund covers only the returned items — calculated at the individual item price you paid plus proportional taxes. You keep the items you are not returning.
- Promotional bundle returns: If you purchased items as part of a promotional bundle where a discount applied across multiple items, returning one item from the bundle may require recalculation of the discount for the items you are keeping. We will explain this calculation clearly and give you the option to return all bundle items for a full refund of the bundle price instead.
Items Returned Without Approval
An unauthorized return is any package sent to our address without a prior Return Merchandise Authorization (RMA) number issued by our team. Obtaining an RMA before shipping your return is a firm requirement of our return process — not a formality — and exists to protect both you and us.
Why an RMA Is Required
- The RMA number allows our receiving team to identify your return immediately upon arrival and match it to your order, preventing delays and processing errors
- It ensures that your return has been reviewed and approved before you ship, so you know in advance whether your item qualifies for a refund
- It directs your return to the correct facility address, which may differ from our general mailing address
- It protects you by creating a paper trail linking your return shipment to your original order from the moment the return is initiated
What Happens to Unauthorized Returns
If we receive a package at our address without a valid RMA number, any of the following may occur at our discretion:
- The package may be refused by our receiving team and returned to sender. Any return shipping costs in this case are the sender's responsibility.
- The package may be held at our facility until we can identify the sender and the associated order, which may take several weeks and significantly delay any refund.
- If the package is accepted and opened and we can identify the order, we will contact you, but processing will be significantly delayed and we cannot guarantee a refund outcome for items that were not pre-approved for return.
Customer Responsibility
A fair return policy works well when both parties — the customer and the seller — act in good faith and fulfill their respective responsibilities. This section clearly outlines what we expect of you as a customer when using our return and refund process. These are reasonable expectations, not obstacles.
Your Responsibilities as a Customer
- Provide accurate information at checkout: You are responsible for providing an accurate and complete delivery address at the time of ordering. Nathan But Net LLC cannot be held responsible for orders that are undeliverable, lost, or delayed because of an incorrect address provided by you.
- Initiate returns within the 30-day window: You are responsible for contacting us within 30 days of your delivery date if you wish to make a return. We cannot accept return requests that are submitted after this window has closed, except in cases of defect or our error.
- Obtain an RMA before shipping: You are responsible for contacting us and obtaining a Return Merchandise Authorization number before sending any item back. Unauthorized returns may not be processed or refunded.
- Return items in their original condition: You are responsible for ensuring that any returned item is in the same condition as when you received it — unused, unassembled, unwashed, with all original packaging, accessories, and components.
- Package items securely for the return shipment: You are responsible for packaging return items adequately to prevent transit damage on their way back to us. Items that arrive back damaged due to inadequate packaging may receive only a partial refund.
- Use trackable return shipping: You are responsible for shipping returns via a trackable method and retaining your tracking number. We cannot process refunds for returns that we have not received and for which there is no tracking evidence.
- Interact in good faith: You are responsible for providing honest and accurate information in all return and refund communications with us. Providing false information — including falsely claiming an item was defective, not received, or not as described — may result in account suspension and legal action.
Our Responsibilities
Just as we outline your responsibilities as a customer, we hold ourselves to clear and binding standards of conduct. This section documents what Nathan But Net LLC commits to doing — and not doing — throughout every return and refund transaction.
What We Commit to Doing
- Respond to all return requests within 1–2 business days of receiving your email or call — every inquiry is handled by a real person, not an automated system
- Process all approved refunds within 10 business days of receiving your returned item at our facility — we do not delay refunds unnecessarily
- Never charge restocking fees on any eligible return — the full product price is always refunded
- Provide prepaid return labels at no cost for all returns caused by our error — defective items, wrong items, transit damage, or items not as described
- Communicate clearly and promptly about every stage of the return and refund process, including any issues or delays
- Never issue a partial refund without prior communication — we will always explain the reason and give you the chance to respond before processing
- Refund to your original payment method — we will not substitute store credit for a cash refund unless you explicitly request it
- Accurately describe all products on our website to the best of our ability, and take full responsibility when a product does not match its description
- Disclose all non-returnable items before purchase — we will never retroactively make an item non-returnable after you have bought it
- Honor any return or refund commitments made at the time of sale — if we offered an extended return window during a promotion, that commitment stands even if this standard policy has a shorter window
What We Commit to Not Doing
- We will not create artificial barriers to prevent customers from exercising their legitimate right to return eligible items
- We will not ignore, delay, or dismiss legitimate return requests
- We will not charge fees that were not clearly disclosed in this policy before your purchase
- We will not dispute a legitimate defect, damage, or incorrect item claim without good-faith evidence that our assessment differs from yours
- We will not retaliate against customers who exercise their consumer rights — including filing complaints, leaving honest reviews, or contacting their bank about a legitimate issue
Chargebacks and Disputes
A chargeback occurs when you ask your bank or card issuer to reverse a charge that has already been posted to your account. While chargebacks are a legitimate consumer protection tool, we strongly encourage you to contact us directly before filing one. We resolve the vast majority of issues faster and with less friction than the formal chargeback process — often within days rather than the 30–90 days a chargeback dispute can take.
Why to Contact Us Before Filing a Chargeback
- We respond to all emails within 1–2 business days and resolve most issues within 3–5 business days — far faster than the 30–90 day chargeback process
- Filing a chargeback before contacting us may delay your refund, as disputed funds are held by the payment processor during the investigation
- Contacting us first does not waive your right to file a chargeback later if we fail to resolve the issue satisfactorily
- We take every customer complaint seriously and will escalate unresolved issues within our team if needed
- A chargeback on a resolved transaction can create complications for both parties even after the issue has been settled
Fraudulent or Unjustified Chargebacks
Filing a chargeback for a legitimate transaction — for example, claiming non-receipt of an order that was successfully delivered and signed for, claiming you did not authorize a purchase that our records confirm you made, or claiming an item is not as described when it clearly matches the product listing — is considered friendly fraud and a violation of our Terms of Service.
We respond to all chargebacks with complete documentation including: order confirmation records, payment authorization records, shipment tracking with carrier delivery confirmation, product listing screenshots, and all correspondence with the customer. This documentation is submitted directly to the card network's dispute resolution team.
Customers found to have filed fraudulent chargeback claims may have their accounts permanently suspended from nathanbut.net and may be reported to anti-fraud databases shared among e-commerce merchants. We reserve the right to pursue all available legal remedies for fraudulent chargeback claims in accordance with applicable law.
Policy Abuse Prevention
Our return policy is designed to be genuinely fair to honest customers. To protect the integrity of this policy and ensure it remains available to all customers in the future, we monitor for patterns of return behavior that indicate misuse. This section is not designed to create anxiety for legitimate customers — it is designed to be transparent about how we protect our policy from exploitation.
What Constitutes Policy Abuse
- Return fraud: Purchasing an item with the intention of using it once and returning it (sometimes called "wardrobing" or "renting"), or returning a different item from what was originally received
- Serial returning: A pattern of consistently purchasing and returning items across multiple orders without ever retaining a purchase, suggesting systematic exploitation of the return policy rather than genuine buying behavior
- False defect claims: Claiming an item is defective, damaged, or incorrect when it is not, in order to avoid paying return shipping costs or to obtain a refund for an otherwise non-returnable item
- Empty box returns: Returning an empty box, a counterfeit item, or a completely different item from what was purchased
- Abuse of promotional returns: Exploiting promotional return windows, free return label offers, or other special return terms in a manner inconsistent with their intended purpose
Consequences of Policy Abuse
If we identify a pattern of return abuse on an account, we may take any or all of the following actions:
- Deny future return requests from the account, with a clear explanation provided
- Require additional documentation before processing a return (such as photographs, proof of purchase, or proof of defect)
- Restrict or permanently suspend the account from purchasing on nathanbut.net
- Report confirmed fraudulent return activity to relevant law enforcement and/or pursue civil remedies
Fraud, Abuse & Safety Protection
Nathan But Net LLC takes the safety and security of our customers and our business seriously. This section addresses both our measures to protect customers from fraud and our rights to protect our business from deliberate abuse of our systems.
How We Protect Customers
- Secure payment processing: All transactions on nathanbut.net are processed through PCI-DSS compliant payment processors. We never store your full payment card details on our servers.
- Order confirmation records: Every order generates a confirmation email with a complete record of what you purchased, at what price, and with what policy terms — creating a clear record that protects you.
- Shipment tracking: Every order is shipped with a trackable service and tracking information is shared with you — giving you full visibility into your order's journey and evidence of delivery.
- Return records: We photograph packages upon receipt of returns and maintain detailed records of all inspections — protecting you from disputes about the condition of returned items.
- Transparent refund confirmation: Every refund generates a confirmation email with a clear record of the amount refunded, the date, and the payment method — giving you evidence of the refund if there is ever a dispute with your bank.
Our Rights to Protect Our Business
Nathan But Net LLC reserves the right to take the following protective actions in cases of confirmed or strongly suspected fraud or abuse:
- Cancel any order at any stage of processing if fraud indicators are detected, with a full refund issued immediately
- Refuse service to any individual or entity that has previously engaged in confirmed return fraud, chargeback abuse, or other forms of e-commerce fraud against Nathan But Net LLC
- Report confirmed fraudulent activity to the relevant card networks (Visa, Mastercard, Amex), payment processors, and law enforcement agencies
- Cooperate fully with law enforcement investigations related to fraud, theft, or misuse of our products or systems
- Pursue civil remedies including recovery of damages, legal fees, and any costs associated with investigating and responding to fraudulent activity
Business Information
For complete transparency and compliance with consumer protection regulations, the following is the full legal and contact information for Nathan But Net LLC, the company operating nathanbut.net. This information is provided in accordance with Google Shopping Ads policies and applicable federal and state consumer protection laws.
Complete Legal and Contact Details
San Antonio, TX 78213
United States
Policy Updates
Nathan But Net LLC reserves the right to update or modify this Return and Refund Policy at any time. We are committed to handling policy updates in a transparent and fair manner that protects customers who made purchases under a previous version of the policy.
How We Handle Policy Changes
- Effective date always displayed: The effective date of the current version of this policy is always displayed prominently at the top of this page. You can always verify which version of the policy is currently in effect.
- Purchases governed by the policy in effect at time of purchase: Your return rights for any order are governed by the version of this policy that was published on our website on the date you placed that order — not by any subsequent updated version. If we reduce your return rights in a future update, that change will not retroactively apply to orders you have already placed.
- Material changes will be announced: If we make a material change that reduces customer return rights, we will publish a notice on our website at least 14 days before the change takes effect, giving customers time to be aware of the upcoming change before placing new orders.
- Minor changes take effect immediately: Corrections of typographical errors, clarifications that do not change the substance of the policy, and additions of new information that expands or does not reduce customer rights may take effect immediately without advance notice.
- Historical versions available on request: If you placed an order under a previous version of this policy and need to reference its terms, please contact us at contact@nathanbut.net with your order date and we will provide the relevant policy version.
Contact Us
If you have any questions about this Return and Refund Policy, need to start a return, want to check on the status of a refund, or need to discuss a specific issue with your order, please reach out to us using the contact details below. Every inquiry is handled by a real person and we respond within 1–2 business days during normal business hours.
Complete Contact Details — Nathan But Net LLC
San Antonio, TX 78213
United States
Start a Return by Email
Use the subject line:
"RETURN REQUEST — [Order Number]"
Include your order number and a brief reason for your return.
Call Us Directly
+1 830-481-7667
Monday – Friday
9:00 AM – 6:00 PM CST
Closed U.S. federal holidays
Related Policies
- Shipping Policy — Carriers, delivery timeframes, shipping destinations, and tracking
- Payment Policy — Accepted payment methods, security, and how refunds are processed
- Privacy Policy — How we collect, use, and protect your personal information
- Terms of Service — The complete terms and conditions governing your use of nathanbut.net
Our Commitment to You
We built this return policy to be genuinely fair — not to create obstacles between you and your refund. Every section of this policy has been written with maximum transparency so you always know exactly where you stand, what your rights are, and what you can expect from us.
If something is not right with your order, we want to know about it and we want to fix it. Your satisfaction is more important to us than any single sale. If you ever feel that our return policy is not being applied fairly in your specific situation, please escalate your concern directly to us and we will personally review it.
We stand behind every product we sell and every commitment we make in this policy. Thank you for trusting Nathan But Net with your purchase.
This Return and Refund Policy is effective as of April 21, 2026. It is intended to be read together with our Terms of Service, Shipping Policy, Privacy Policy, and Payment Policy. This policy has been prepared to comply with Google Shopping Ads policies and applicable U.S. federal and Texas state consumer protection laws.
Nathan But Net
Nathan But Net LLC | San Antonio, Texas, United States | contact@nathanbut.net | +1 830-481-7667
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