Faulty Goods & Complaints

If a product purchased from Naerupaun is defective or does not conform to the contract, consumers have the right to submit a complaint within two years of receiving the goods.

If you discover a defect, please stop using the product to prevent further damage and contact us as soon as possible. You must notify us of the defect within two months of discovering it.

How to submit a complaint

You can submit your complaint using the contact form at the bottom of this page.

Please provide:

• your name and contact details;

• your order number or other proof of purchase;

• the name of the product;

• a clear description of the defect;

• when the defect was discovered;

• photographs or a video of the defect, where possible;

• your preferred solution.

Proof of purchase may include an order confirmation, invoice, receipt, payment confirmation or other information that allows us to identify the purchase from Naerupaun.

Please do not continue using a defective product after discovering the defect.

How we handle complaints

We will review your complaint and respond in writing within 15 days. If more time is required to resolve the complaint, we will inform you and explain the reason for the delay.

If the goods are defective or do not conform to the contract, the consumer is entitled to have them brought into conformity. This will generally mean repairing or replacing the product, where this is possible and reasonable.

If the product cannot be repaired or replaced, the defect reappears despite repair, the defect is not remedied within a reasonable period of time, or another condition provided by law applies, the consumer may be entitled to a price reduction or to terminate the contract and receive a refund.

Remedying a defect is free of charge to the consumer where Naerupaun is responsible for the lack of conformity. Where applicable, this also includes reasonable postage, transport, labour and material costs.

Determining the cause of a defect

If a defect becomes apparent within one year of delivery, it is generally presumed in a consumer sale that the defect already existed when the goods were delivered, unless this presumption is incompatible with the nature of the goods or the nature of the defect.

If there is a justified question about the cause of the defect, we may ask the manufacturer, importer or another qualified specialist to assess the product.

After the first year, the cause of the defect and any need for supporting evidence will be assessed according to the circumstances of the individual case and applicable law.

When is the seller not responsible?

Naerupaun is not responsible for defects or damage that arise after delivery for reasons for which the seller is not responsible, including:

• incorrect or unintended use of the product;

• failure to follow the product's instructions for use or care;

• accidental or intentional damage;

• unauthorised modification or repair of the product;

• normal wear and tear;

• use of the product in conditions for which it was not designed.

Whether the seller is responsible for a particular defect will be assessed individually based on the circumstances of the case.

If the product cannot be repaired or replaced

If a defective product cannot be repaired and the same product is no longer available, we may, with your agreement, offer an equivalent replacement product.

If a suitable replacement cannot be provided or you are entitled by law to terminate the contract, the amount paid for the product will be refunded.

If we cannot reach an agreement

If we are unable to resolve the complaint by agreement, consumers have the right to refer the dispute to the competent consumer dispute resolution body or to a court.