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Return & Refund Policy – Naia Léa

At Naia Léa, we are committed to providing you with a pleasant shopping experience. However, if an item does not meet your expectations, we offer clear and fair return and refund options.

Return Conditions

  • Return Period: Items can be returned within 30 days of receiving the order.
  • Condition of Goods:
    • The item must be unused, in its original packaging, and in perfect condition.
    • Products showing signs of use may be excluded from a refund or subject to a reduction in value.
  • Exclusions:
    • Outlet Products: Excluded from returns and refunds. Instead, a store credit of 30% of the purchase price will be offered.
    • Hygiene and Special Products: Certain items are excluded from return for hygiene reasons or due to product restrictions. Such items are marked accordingly on the product page.

Return Process

  1. Submit a Return Request:

    • Visit www.naialea.com and select the Returns section from the menu.
    • Enter your email address and order number, then follow the instructions.

  2. Shipping Address:

    • All returns must be sent to our warehouse in the Netherlands.
    • The customer bears the return shipping costs, unless the item is defective or incorrectly delivered.

  3. Packaging:

    • Ensure the item is securely packaged to prevent damage during transit.

Refunds

  • Processing Time:
    • Refunds will be processed within 7-10 business days after receiving and inspecting the returned item.
  • Refund Method:
    • The amount will be refunded to the original payment method used.

Please note:

  • Shipping costs are non-refundable.
  • In some cases, a restocking fee may apply (e.g., if the original packaging is damaged).

Exchanges

  • Exchange Options:
    • If you wish to exchange an item for a different size, color, or model, please indicate this during the return request.
  • Processing:
    • Exchanges will be processed once the returned item has been inspected.

Damaged or Defective Items

  • Reporting:

    • Please contact us within 14 days of receiving the order at support@naialea.com.
    • Send us photos of the damaged item and packaging to review the case.

  • Resolution:

    • For legitimate claims, we offer a free exchange or a full refund.
    • In such cases, we will cover the return shipping costs.

Customs Duties & Import Taxes

  • Returns due to unpaid customs duties or import taxes will not be accepted. The customer is responsible for paying these costs upon delivery.

Delivery Time Policy

  • Orders from our Dutch warehouse are delivered within 3 business days.
  • Orders shipped directly from our factories may have a delivery time of 7-14 business days.
    • During peak seasons (e.g., Christmas, Black Friday), delays may occur.

Exclusions

  • Products marked as hygiene or customized items on the product page are not returnable.
  • Outlet products are excluded from refunds, but we offer a store credit of 30% of the purchase price.

Policy Updates

Naia Léa reserves the right to modify the return & refund policy at any time.

  • Updates will be published on our website.
  • We recommend carefully reading the policy before making a purchase. By placing an order, you agree to these terms.

Contact

  • For questions or support, our customer service is available: support@naialea.com.
  • We strive to respond to inquiries within 1 business day.

Why is this legally sound?

  • Clear Terms: The policy clearly states which items can be returned and which cannot.
  • Hygiene and Customs Issues: Explicit exclusions prevent disputes.
  • Customer Security: Damaged items are handled generously.
  • Time-Limited Responsibility: Naia Léa is only liable within defined periods.