Terms & Conditions for Purchasing Heated Tobacco Products Online

Definitions
1.  Customer – an individual aged 18 or older who purchases products on the narnay.com website.
2. Products – heating devices for tobacco, such as IQOS, GLO, LIL SOLID, and PULZE, available for sale on narnay.com.
3. Seller – the owner and operator of the NarNay online store, representing the NarNay brand.
4. Website – the website narnay.com, owned and managed by NarNay.
5. Order – actions taken by the customer to select and pay for products on the website.
6. Services – all services provided by NarNay, including the sale and delivery of products, as well as the provision of information
about them.

Terms of Service: We provide our services according to the terms and conditions described on our website. To order our products, you must provide accurate and complete information about your contact information, delivery address and method of payment.

How to Place an Order

1. Selecting Products: 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.
2. Viewing Your Cart: Once you’ve added items to your cart, you can view your selection by clicking on the cart icon located at the bottom left corner of the page. Here, you can review your selected items, adjust quantities, or remove items.
3. Proceeding to Checkout: When you’re ready to complete your purchase, click the “Checkout” button. You will be prompted to enter your shipping information and select a payment method.
4. Confirming Your Order: After entering your information, review your order summary. If everything is correct, click the “Confirm Order” button. You will receive an email confirmation shortly after, detailing your order and shipping information.

Prices for goods and services: We try to offer competitive prices for our goods and 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 60,- EUR

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

To familiarize yourself with the list of countries to which we deliver as well as the list of countries to which we do not deliver you can see in the tab Shipping & Delivery

Delivery: We deliver our goods to the address you specify in accordance with the terms and conditions described on our website. Delivery time varies from 3 to 10 working days depending on the courier service selected. We are not responsible for delays in delivery due to reasons beyond our control. For more information about shipping and the delivery process, please visit our shipping policy.

Cancellation: If you decide to cancel your order, please contact us using the contact information on our website. We will consider your cancellation request and inform you of the possibility of cancellation.

Returns: If you decide to return the goods, please contact us using the contact information on our website. For more information on our returns policy, please visit our return policy page.

Age Restriction for Purchasing

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 refund any payments made.

Technical Requirements for Using the Portal

• .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.

Prohibition of Providing Unlawful Content by the User

• 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.

Conclusion of the Agreement

• 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.

Termination of the Agreement

• 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.

Warranty: If You face any issues with the product, each device has 1 year warranty. Please first contact our Team via email [email protected] and explain the issue (please add photos if applicable). Further You will receive instructions how to return the device for warranty service. Product must be shipped in original packaging as received.

The warranty conditions do not include:

• damage resulting from normal wear and tear;
• surface damage (such as scratches, dents, cracked plastic, etc.);
• damage caused by misuse, power surge, improper handling, contact with liquid or fire;
• malfunction caused by use with an incompatible product;
• damage or malfunction caused by an attempt to open, modify or repair by you or by a service provider not authorized by the manufacturer;
• damage or malfunction caused by use not as described in the enclosed instructions for use of the heating device;
• normal degradation in battery performance, unless the battery has failed due to a defect in materials or workmanship.

Submitting Complaints

• 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.

Handling Complaints

• 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.

Final Provisions

In the case, NarNay will take appropriate steps to resolve the problem, which may include a discount or refund.

Feedback: 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.

“NarNay Shop Heating Devices & Sticks”

Zlota 59  
Warsaw, 00-120 Poland

[email protected]

Last updated 20/03/2025