Return & Refund Policy

Return & Refund Policy – How Narnay Handles Heated Tobacco Orders

Return & Refund Policy

At Narnay, we take pride in offering high-quality IQOS-compatible devices and sticks, shipped discreetly and securely worldwide. However, due to the nature of our products and international shipping conditions, our return and refund policy includes important limitations designed to protect both parties.

Return Policy

Due to the nature of our products — such as tobacco sticks and electronic devices — returns are only accepted under limited and specific conditions.

We generally do not accept returns of:

  • Opened or used tobacco sticks,

  • Devices that have been activated or show signs of use,

  • Items confiscated, delayed, or destroyed by customs authorities,

  • Products returned after the 7-day notification period,

  • Orders placed in error due to misunderstanding of local laws or restrictions.

If you believe your case qualifies for a return, please email us at [email protected] within 7 days of receiving the item, providing:

  • Your order number,

  • A clear explanation of the issue,

  • Photos of the product and packaging (if applicable).

We will review your case and respond within 14 business days.

Refunds

Refunds are issued only if the return request is approved after inspection. If approved:

  • Refunds are processed to the original payment method,

  • Shipping fees (including original and return shipping) are non-refundable,

  • Partial refunds may apply depending on the condition of the returned goods.

We do not offer product exchanges.

International Shipping & Customs Disclaimer

We ship all orders in discreet packaging, and we label each shipment as legal consumer items (e.g., accessories or chargers) to improve the chances of smooth customs clearance.

However, international shipments may be subject to customs inspections, duties, delays, or import restrictions that are outside of our control.

By placing an order, the customer agrees to the following:

  • You are responsible for ensuring that the products you order are legal to import into your country,

  • If a shipment is confiscated, rejected, delayed, or destroyed by customs, we are not liable and cannot guarantee a refund,

  • If a parcel is returned to us by customs, we may issue a refund only if the items arrive in unused and resaleable condition, and minus all shipping costs.

Defective or Incorrect Items

If you receive a damaged or incorrect item, please notify us within 7 days of delivery. We may offer a replacement or refund depending on the issue and stock availability. Please include photos and a full description in your message.

📩 Complaints & Contact

To submit a complaint, contact us at [email protected] with:

  • Order number,

  • Detailed description of the issue,

  • Supporting photos (if applicable),

  • Your full name and contact details.

We aim to respond to complaints within 7 business days. If the complaint is valid, we will take appropriate remedial action.

Legal Notice

By completing a purchase on narnay.com, you acknowledge and agree to the terms described in this Return & Refund Policy. For more legal information, please also refer to our Terms and Conditions.

Last updated 23/04/2025