Refund Policy

Our greatest commitment is to your complete satisfaction. If you chose your product in our online store, but upon receiving it, you noticed that there is a manufacturing defect, we guarantee your right to exchange or return it according to the terms below:

Dissatisfaction with the product: Within 14 (fourteen) calendar days from receipt.

Product is defective: Within 14 (fourteen) calendar days from receipt.

Remember that the first step to exchange or return is to contact our Customer Service Center by email:

support@nenastock.com

Our team will instruct the customer on how to proceed with the return of the Product.

To return a product due to dissatisfaction:

The product must not have any signs of use and the product must be sent in the same condition as it was received, with the original packaging (postal packaging, with label), otherwise the refund or exchange will not be made.

Once we receive the package, we will analyze it to confirm that everything is in accordance with the conditions for returning the item. After confirmation, our Customer Service Team will contact you and in this case, you can choose between:

Exchange it for any other product that is available in our stock.

Receive a refund of the amount spent on the products (we do not refund the shipping cost if the product delivered is the correct model and is in perfect condition).

Warranty:

All products in the store have a 14-day warranty, starting from the date of receipt of the product.

In order for the warranty to be activated, the customer must send us a video of up to 1 minute proving the problem. This video must also show the packaging of the product received (postal packaging, with label). It is essential that the packaging is shown in the video.

The customer can also prove the defect by sending us photos that clearly show the defect and the product packaging must appear in the photo.

IMPORTANT:

All of our products are dermatologically tested and are hypoallergenic.

However, any allergic reactions to formula components that may occur are the sole responsibility of the customer, and it is recommended that the chemical components of the formulas be read before using the products.

Our warranty also does not cover damage due to incorrect use of the product.