Refund policy
Last updated: 2026-01-15
These Returns and Refunds Terms apply to products purchased through the online store www.naioraskin.com (hereinafter – the “Website”).
The seller is MB Kremas.
1. GENERAL PROVISIONS
We aim for you to be satisfied with Naiora products. Please note that cosmetic and skincare products are considered hygienic goods, therefore special return conditions apply in accordance with applicable laws.
2. RIGHT TO WITHDRAW FROM THE CONTRACT
In accordance with Lithuanian and European Union law, consumers have the right to withdraw from a distance sales contract within 14 calendar days without providing a reason, except for cases specified in these Terms.
3. NON-RETURNABLE PRODUCTS
For health protection and hygiene reasons, the following products cannot be returned:
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opened skincare or cosmetic products;
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used or tested products;
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products whose protective packaging or seals have been damaged after delivery.
If a product has been opened even minimally, it is considered non-returnable.
4. RETURNABLE PRODUCTS
Only products that meet all of the following conditions may be returned:
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the product is unopened, unused, and undamaged;
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original packaging, protective seals, and labels are intact;
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the product is returned within 14 calendar days from the date of receipt;
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the order number or proof of purchase is provided.
5. DEFECTIVE OR INCORRECT PRODUCTS
If you receive:
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a defective product;
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a product damaged during transportation;
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an incorrect product,
please contact us immediately, but no later than within 48 hours of receiving the shipment, by email at info@naioraskin.com, providing:
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your order number;
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a description of the issue;
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photos or a video clearly showing the defect or damage.
In such cases, we will:
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replace the product with a new one, or
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refund the purchase price (if replacement is not possible).
6. REFUNDS
If a return is approved:
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refunds are issued within 14 calendar days after the returned product has been received and inspected;
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refunds are made using the same payment method used for the original purchase, unless otherwise agreed.
7. RETURN SHIPPING COSTS
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If the return is due to the customer’s decision, return shipping costs are borne by the customer.
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If the return is due to a defect or our error, return shipping costs are covered by us.
8. RETURNS NOT ACCEPTED
We reserve the right to refuse a return if:
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the product has been opened or used;
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the packaging is damaged;
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the return is made after the allowed return period;
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required information or evidence is not provided.
9. CONTACT INFORMATION
For all return-related inquiries, please contact us:
📧 info@naioraskin.com