NARNAY

Terms and Conditions

We provide sales and delivery services for heating devices – IQOS, GLO, LIL SOLID & TEREA, DELIA, FiiT, LEVIA, NEO, VEO, KENT, RIVO, VIRTO sticks – and post information about these products on our website. We strive to provide high quality service and work continuously to improve our service.

Products available on the narnay.com website can only be purchased by individuals who are 18 years of age or older. By accessing and using our website, you confirm that you are at least 18 years old. We reserve the right to verify your age at any point during the transaction process. If we discover that you are under the age of 18, we will cancel your order and no-refund policy. applies.

Browse through our selection of heating devices and click on the desired product to view its details. You can select the quantity and add the item to your cart by clicking the “Add to Cart” button.

We try to offer competitive prices for our goods and shipping services; however, prices are subject to change without notice. We are not responsible for any errors in the prices on our website and reserve the right to cancel your order if the price is incorrect.
Minimum order amount for every order is 99,- EUR.

We accept payment for our products and services with cryptocurrencies listed on our website and available at checkout. Please read the payment terms carefully and only use one of the payment methods indicated.

All items are available exclusively via cryptocurrency payments.
You acknowledge and accept that:

• Cryptocurrency transactions are irreversible
• No chargebacks, disputes, or payment reversals are possible
• Once payment is made, the transaction is final

By completing a crypto payment, you waive any right to payment reversal, refund claims, or third-party mediation.

We deliver our goods to the address you specify in accordance with the terms and conditions described on our website. Delivery time varies from 5 to 12 working days depending on the destination and courier service selected. We are not responsible for delays in delivery due to reasons beyond our control.
To see the list of countries to which we deliver as well as the list of countries to which we do not deliver please visit the Shipping and Delivery page.

International shipments may be subject to customs inspections, import restrictions, or delays. We are not responsible for delays or non-delivery caused by customs authorities or legal restrictions in the destination country. Final Sale notice applies to all orders.

We offer discreet worldwide shipping. Due to product specifics and international logistics, our shipping practices are designed to balance customer protection and operational compliance. All shipments are packaged and declared as legal consumer items (e.g., accessories or chargers) to help ensure smooth customs clearance.

However:

• You are solely responsible for verifying whether the products are legal to import, possess, or use in your country
• Customs inspections, duties, delays, seizures, or destruction of shipments are outside our control

IMPORTANT!
If Customs and/or carrier is asking for any specifications or details of the shipment - DO NOT contact them directly. Reach out to our Customer support Team and we will lead the communication with Customs authorities to ensure a fair chance of shipment being released.

If a shipment is:

• Confiscated
• Rejected
• Returned
• Destroyed by customs or other authorities

- No refund, replacement, or compensation will be provided.

In the event that a shipment shows no tracking updates for an extended period, the following procedure shall apply:

Investigation Initiation
If tracking information does not update for a reasonable duration, contact NARNAY via email [email protected] and our Team will initiate contact with the respective courier service to determine the status of the parcel.

Courier Investigation
Should the courier be unable to immediately confirm the parcel’s location, a formal investigation will be opened. This process is governed by the courier and may take up to 30 calendar days from the date of initiation.

Resolution Upon completion of the investigation

• If the parcel is located, it will be delivered.
• If the parcel is officially declared lost, the customer will be entitled to receive a free replacement shipment.

Time Limit for Reporting
Customers must report a suspected lost parcel no later than 20 days from the shipping date. Requests submitted beyond this period may not be eligible for resolution.

Please note that lost shipments and customs-confiscated shipments are treated separately:

• A lost shipment is defined as a parcel that cannot be located by the courier, is not marked as delivered, and is not confirmed as held by any authority. Please refer to Lost Shipment Policy


• A customs-confiscated shipment refers to a parcel that has been stopped, seized, or destroyed by customs due to import restrictions or regulatory issues in the destination country. Please refer to Customs & Import Terms

ALL SALES ARE FINAL!
Once the order payment is confirmed, orders cannot be cancelled, refunded or returned for any reason.

All sales of any devices and sticks are final.
Once an order is placed and payment is confirmed:

• Returns are not accepted
• Refunds are not issued
• Exchanges are not available

• Change of mind
• Ordering the wrong item
• Incompatibility with your device or intended use
• Local regulations, restrictions, or import issues

• A computer, laptop, tablet, or other device with internet access.
• An installed and updated web browser (e.g., Google Chrome, Mozilla Firefox, Safari, Microsoft Edge).
• An active internet connection with a minimum bandwidth of 5 Mbps.
• An email account for registration and communication.

The user is obliged not to provide unlawful content, including:

• Content that infringes the copyrights or other intellectual property rights of third parties.
• Content containing hate speech, racist, xenophobic, pornographic, offensive content, or content that violates public decency.
• Content containing computer viruses or other harmful software.
• Content that violates the privacy of other users or third parties.

The agreement for the provision of electronic services is concluded at the moment of user registration on the narnay.com website or by placing an order for products available in the online store. The user agrees to provide truthful information during registration and to update their data in case of any changes.

The user may terminate the agreement at any time by deleting their account on the narnay.com website or by ceasing to use the services. NarNay reserves the right to terminate the agreement with the user in the event of a violation of these terms or applicable law.

Complaints regarding the provided services or purchased products can be submitted via the contact form available on the narnay.com website or by sending an email to [email protected]. The complaint should include a detailed description of the problem and the user’s contact details.

Complaints are processed within 14 business days from the date of receipt. The user will be informed about the outcome of the complaint by electronic means to the email address provided in the submission.

In case of a valid complaint, NARNAY will take appropriate steps to resolve the problem, which may include a discount voucher, replacement shipment or other remedial action.

We are always happy to hear from you about our products and services, and we welcome suggestions and comments from our customers. If you have any questions or concerns, please contact us using the contact information on our website.