Return & Refund Policy – How Narnay Handles Heated Tobacco Orders

We are committed to providing the highest quality goods and services and aim for complete customer satisfaction with your purchase from us. If you need to return an item for any reason, we are willing to consider your return request within 14 days of receiving the item.

Right of Withdrawal
Customers have the right to withdraw from the purchase agreement within 14 days from the date of receiving the product, without providing a reason. To exercise this right, please notify us by email at [email protected] within the 14-day period.

Return Procedure
To return an item, please provide:

• The original receipt or other proof of purchase,
• A detailed explanation of the reason for the return,
• The order number and your contact information.

The item must be unused, in its original packaging, and in saleable condition. We reserve the right to refuse a return if the item does not meet these requirements.

Please return items to the following address:

Return shipping costs are the responsibility of the customer unless the return is due to a defect or an error on our part. We will process your request and issue a refund within 14 days of receiving the returned goods.

Refund
If your return request is approved, we will issue a refund to the original payment method, minus any applicable shipping costs, within 14 days of receiving the returned item.

Exclusions
We do not accept returns of the following goods:

• Goods that have been altered or modified,
• Goods that have been damaged due to improper use or storage.

Important Information
All refunds are issued to the original payment method associated with the account holder who made the purchase. Please note that we do not provide a product exchange service. For further details on our terms, please refer to our Terms and Conditions page.

Submitting Complaints
Customers can submit complaints regarding the provided services or purchased products via the contact form available on the narnay.com website or by sending an email to [email protected].

To ensure a swift resolution, please include the following information in your complaint:

• A detailed description of the problem,
• The order number,
• Your contact details (name, email, phone number).

Handling Complaints
We aim to process complaints within 14 business days from the date of receipt. Customers will be informed about the outcome of their complaint via email to the address provided in the submission.

If the complaint is valid, we will take appropriate steps to resolve the issue, which may include a refund, replacement, or other remedial actions.

Feedback
We value your feedback and encourage suggestions and comments to improve our services. If you have any questions or concerns about returning goods, please contact us via the information provided on our website.

Last updated 23/02/2025