Returns

When purchasing from the Naerupaun online store, consumers have the right to withdraw from the purchase contract within 14 days of receiving the goods, without giving a reason.

To exercise your right of withdrawal, please notify us within 14 days. You can do this using the contact form at the bottom of this page. Please include your order number, the name of the person who placed the order, and the product or products you wish to return.

After notifying us of your withdrawal, the goods must be returned to Naerupaun within 14 days. Once we receive your notification, we will send you the necessary return instructions.

Condition of returned goods

You have the right to inspect the product and establish its nature, characteristics and functioning in the same way as you would normally be allowed to do in a physical store.

Please handle the product and its packaging with care. Where possible, return the product in its original packaging together with all parts, accessories and instructions included with the product.

Opening the original packaging does not in itself affect your right of withdrawal. However, the packaging should not be damaged more than is necessary to inspect the product.

If the product has been used or handled beyond what is necessary to establish its nature, characteristics and functioning, the customer is responsible for any resulting reduction in the value of the product. In such cases, Naerupaun has the right to reduce the amount refunded in proportion to the actual loss in value.

Return shipping costs

The customer is responsible for the direct costs of returning the goods to Naerupaun.

If the product is defective, damaged in transit or does not correspond to your order, please contact us before returning it. In the case of a justified claim, Naerupaun will cover the relevant return shipping costs.

Refunds

If you withdraw from the entire order, we will refund the amount paid for the goods as well as the cost of our standard delivery option.

If you selected a delivery method that was more expensive than the least expensive standard delivery option offered by us, the additional delivery cost will not be refunded.

If you return only part of your order and the delivery cost for the remaining products would have been the same, the original delivery cost will not be refunded.

We will issue the refund within 14 days of receiving your notice of withdrawal. We may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.

Refunds will generally be made using the same payment method that was used for the original purchase. The refund will be made to the person who made the original payment. A refund will only be made to another person or to a different bank account if this has been separately agreed with the original payer.

If the product was received as a gift, the value of the product will not be refunded to the gift recipient. To exercise the right of withdrawal and arrange a refund, please ask the person who placed or paid for the original order to contact us.

When does the 14-day right of withdrawal not apply?

The 14-day right of withdrawal does not apply in cases specified by law, including products made to the customer's specifications or clearly personalised.

Ordering a larger-than-usual quantity of standard products does not in itself exclude the 14-day right of withdrawal.

The statutory 14-day consumer right of withdrawal does not apply to purchases made by legal entities or businesses acting in a professional or commercial capacity.

Defective, damaged or incorrect goods

If the goods you receive are damaged, defective or do not correspond to your order, please do not treat the matter as a standard 14-day return. Contact us using the form below and describe the problem. Where possible, please include a photograph showing the damage or defect.

Your statutory consumer rights relating to defective or non-conforming goods apply independently of the 14-day right of withdrawal.

Would you like to return a product?

Please complete the form below and include:

• your order number;

• the name of the person who placed the order;

• the product or products you wish to return;

• whether you wish to withdraw from the entire order or only part of it.

Please do not send the goods back before notifying us of your intention to return them. Once we receive your notification, we will send you the necessary return instructions.