Refund Policy
Your satisfaction is our top priority. If you purchase a product from our online store and discover a manufacturing defect upon receipt, we ensure your right to exchange or return the product under the following conditions:
Dissatisfaction with the Product
You may request a return or exchange within 14 days from the date of receipt, as per European Union legislation (Directive 2011/83/EU on Consumer Rights).
Product Defects
If the product has a defect, you may request a return or exchange within 30 days from the date of receipt, under the guarantee period provided by law.
How to Initiate a Return or Exchange
The first step is to contact our Customer Support team by email at support@nenastock.com.
Our team will guide you on how to proceed with returning the product.
Conditions for Returns Due to Dissatisfaction
- The product must not show signs of use and should be returned in its original condition.
- The item should include the original packaging (including shipping labels).
- Failure to meet these conditions may result in denial of the refund or exchange.
Once we receive the returned package, we will inspect it to ensure compliance with the return conditions. After confirmation, our Customer Support team will contact you with the following options:
- Exchange: You can select another product available in our inventory.
- Refund: Receive a refund for the product value (please note that shipping costs are not refunded if the correct product was delivered in perfect condition).
Warranty
All products are covered by a 30-day warranty from the date of receipt.
To activate the warranty, you must:
- Send a video (up to 1 minute) demonstrating the issue, ensuring the product's packaging (with shipping labels) is shown clearly.
- Alternatively, send clear photos of the defect, with the product packaging visible in the images.
Important Notes
- All our products are dermatologically tested and hypoallergenic. However, any allergic reactions to product ingredients are solely the customer's responsibility. We strongly recommend reviewing the product's ingredient list before use.
- The warranty does not cover damages caused by misuse of the product.
If you have further questions or need assistance, please contact us at support@nenastock.com.
