CARE ASSISTANT
IDReturns and refunds
This document describes the practical procedure. Your legal rights are set out in “Right of withdrawal” and “Warranties”.
Three cases, three procedures
| What happened | Who pays for return shipping | Refund timeframe |
|---|---|---|
| You change your mind (withdrawal, 14 days) | you | 14 days after receipt of your decision, may be deferred until receipt of the products |
| The product is non-compliant, damaged, or does not match the order | us | upon confirmation, within 14 days at the latest |
| Error on our part (wrong item reference, wrong size shipped) | us | upon confirmation, within 14 days at the latest |
Steps to follow
- Write to sk@nateen.com with your order number and, if the product is damaged, one or two photographs.
- We reply within 3 business days with return authorization and the shipping address.
- You return the products in their original packaging, bags still sealed.
- Upon receipt, we inspect the items and issue a refund to the original payment method.
What we cannot accept for return
- An unsealed bag: for hygiene reasons, this is an exception provided for by law.
- A product that has been used or damaged due to excessive handling.
- A product returned more than 14 days after notifying us of your withdrawal.
If you send us an item that cannot be accepted, we will inform you and return it to you; the costs of this second shipment will be at your expense.
Exchange
We do not offer direct exchanges: we issue a refund, and you place a new order. This is faster and clearer for everyone.
Partial refund
If only part of the order is returned, we refund the returned products. Delivery charges are refunded only if the entire order is returned.