Returns

RETURN

I. RETURN PROCEDURE

All products purchased from THE COMPANY may be returned and refunded, provided that the Customer informs THE COMPANY of their intention to return the purchased product(s) within a maximum period of 14 calendar days from the delivery date and that the other conditions set out in this section are met.

THE COMPANY will only accept returns that meet the following requirements:

1. The product must be in the same condition in which it was delivered and must retain its original packaging and labeling.

2. The shipment must be made using the same box in which the product was received, to protect it. If the box in which it was delivered cannot be used, the Customer must return it in protective packaging so that the product reaches THE COMPANY's warehouse with the greatest possible guarantees.

3. A copy of the delivery note must be included inside the package, with the returned products and the reason for the return also marked.

To facilitate the return process for Customers and enable proper tracking, THE COMPANY establishes the procedure set out by THE COMPANY as the sole return procedure. If the reason for the return is attributable to THE COMPANY (the product is defective, it is not the one you ordered, etc.), the return costs will be refunded. If the reason is different (the products were supplied correctly but are not to your liking), the return shipping costs will be borne by the customer.

To make a return, the following steps must be followed:

1. Inform us within 14 calendar days of receipt that you wish to return the product. This information may be provided by email to shop@naseiorganic.com .

2. THE COMPANY will inform the customer of the address to which the product must be sent.

3. The customer must send it using a courier service of their choice. The customer must pay for the return.

4. Inform THE COMPANY of the courier service used and the date and time of the return.

II. REFUNDS TO THE CUSTOMER

Returning the products will result in a refund equal to the cost of the returned products minus the cost of the return service.

Only if the delivered product is defective or incorrect will THE COMPANY also refund the Customer the corresponding shipping costs.

Returns and partial cancellations will result in partial refunds.
THE COMPANY will process the return order using the same system used for payment within 3 days of confirmation that the returned order has arrived at the warehouse. The time required for the refund to be credited to the Customer's account or card will depend on the card and the issuing institution. The crediting period will be up to 7 days for debit cards and up to 30 days for credit cards.

WARRANTY FOR PURCHASED PRODUCTS

THE COMPANY acts as manufacturer and distributor and guarantees that the products offered for sale on naseiorganic.com do not have any defects or hidden flaws that could make them dangerous or unsuitable for normal use.

The warranty will not apply to apparent defects or lack of conformity of the product, for which any claim must be made by the Customer concerned within 7 days of delivery of the products. The warranty will not cover products damaged through improper use.

Nasei will accept the return of items only in the cases specified below:

1- If the goods are defective, in accordance with the provisions of the Defective Products Act, THE COMPANY will immediately replace the product with another having identical conditions and features.

2- THE COMPANY will likewise refund the price of the goods when, for reasons not attributable (whether directly or indirectly) to it, it is unable to supply them.

3- THE COMPANY will accept the return of the goods when, for reasons attributable to it, the product ordered does not correspond to the product requested by the customer.

For hygiene and health safety reasons, returns of any item that does not fall under one of the three previously described cases will not be accepted. 

We hereby inform you that, pursuant to Article 104.1.b of the General Law for the Protection of Consumers and Users, you have 14 calendar days from receipt of the product to withdraw from your purchase. In addition, in this section we provide you with the document that you may use to exercise this right of withdrawal.

Withdrawal form

You should only complete and send this form if you wish to withdraw from the contract:

For the attention of Nasei: Barrio Gumuzio 31, 48340, Amorebieta-Bizkaia and email address shop@naseiorganic.com

I hereby notify you that I withdraw from my purchase contract for the following good/provision of the following service*

Ordered on ....................... and received on .............................

- Consumer's name:

- Consumer's address:

- Signature of the consumer and user (only if this form is submitted on paper)

- Date

NOTWITHSTANDING THE FOREGOING, this business reminds you that, pursuant to Article 103.e of the General Law for the Protection of Consumers and Users, no withdrawal will be accepted for the supply of sealed goods that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery. Consequently, in these cases THE COMPANY will only accept returns:

Within the period established by law (14 calendar days), the buyer exercises their right of withdrawal. THE COMPANY will accept the exercise of this right solely and exclusively if the goods are in the same condition as when delivered and ready for sale, with their original packaging in perfect condition, and the requirements established in the section describing delivery have been met.

Steps to follow for the return

Request your return from us by email at shop@naseiorganic.com within a maximum period of 14 calendar days from the date on which you received the order from the courier company.

Please state the order number and the reason for returning the item in that email. 

Once we receive your return request, we will contact you to explain the steps to follow for the return.

Thereafter, and always within 5 business days of your request, our courier company will collect the item at the time you specify. Transportation costs shall be paid by the customer and amount to €8.

Prepare the package for collection in its original packaging, and make sure that the labels have not been removed and that the item has not been used or handled. The return must meet these conditions to be accepted.

Once the item has been received at our offices and thoroughly inspected, we will send you an email informing you that the return has been accepted.

From this date, THE COMPANY has 14 calendar days to refund the total purchase amount (including standard shipping costs) from receipt of notification of termination of the contract (Article 107.1 of the General Law for the Defence of Consumers and Users), for which it must provide proof that the returned products were shipped within those 14 calendar days.

However, the consumer and user shall bear the direct costs of returning the returned goods (Article 108 of the General Law for the Defence of Consumers and Users).

Return costs will only be reimbursed to the consumer if THE COMPANY is responsible for the reason for the product return.

The refund will be made through the payment method used for the purchase.

If any of these conditions are not met, we will contact you to offer you the option of returning the items that have not been accepted. All costs arising from this return, including transportation of these items, shall be borne by the customer. If the customer does not accept this option, THE COMPANY may keep the items and their value.