Return & Refund Policy

Return & Refund Policy – How Narnay Handles Heated Tobacco Orders

Return & Refund Policy

At NARNAY, we offer high‑quality IQOS‑compatible devices and sticks with discreet worldwide shipping. Because of product specifics and international logistics, our policy balances customer protection and compliance.

Return Policy

Due to the nature of our products — such as tobacco sticks and electronic devices — returns are only accepted under limited and specific conditions.

We generally do not accept returns of:

Opened or used tobacco sticks,
Devices that have been activated or show signs of use,
Items confiscated, delayed, or destroyed by customs authorities,
Products returned after the 7‑day notification period,
Orders placed in error due to misunderstanding of local laws or restrictions.

If you believe your case qualifies for a return, email shop@narnay-sticks.com within 7 days of receiving the item. Include your order number, a short explanation, and photos (if applicable). We’ll reply within 14 business days.

Refunds

Refunds are issued only if the return request is approved after inspection. If approved:

Refunds are processed to the original payment method,
Shipping fees (including original and return shipping) are non‑refundable,
Partial refunds may apply depending on the condition of the returned goods.

We do not offer product exchanges.

Lost Shipment Policy

If a shipment shows no tracking updates for an extended period, the following applies:

Investigation Initiation — NARNAY contacts the courier when tracking has not updated for a reasonable time.
Courier Investigation — A formal process may take up to 30 calendar days.
Resolution — If the parcel is located, it will be delivered. If it’s officially declared lost, the customer may be entitled to a free replacement shipment or a full refund to the original payment method.
Time Limit — Report a suspected lost parcel within 20 days from the shipping date.

Important: Loss vs. Customs Confiscation

These cases are handled differently:

Lost shipment — The parcel cannot be located by the courier, is not marked as delivered, and is not confirmed as held by any authority.
Customs‑confiscated shipment — The parcel is stopped, seized, or destroyed by customs due to import restrictions or regulatory issues in the destination country.

In cases of customs confiscation a partial compensation (up to 20% of the order value, excluding shipping) may be offered. Ensuring product legality for import is the customer’s responsibility. Refund for a customs seized order will be issued after the complaint (available to be submitted for 20 days from the shipping date) within 30 days from the shipping date.

International Shipping & Customs Disclaimer

We ship all orders in discreet packaging and label them as general consumer items (e.g., accessories or chargers) to improve the chances of smooth customs clearance. However, customs inspections, duties, delays, or import restrictions are outside our control.

You are responsible for ensuring the products are legal to import into your country,
If a shipment is confiscated, rejected, delayed, or destroyed by customs, NARNAY is not liable. Only partial compensation of up to 20% (excluding shipping) may apply,
If a parcel is returned to us by customs, a refund may be issued only if items arrive in unused and resaleable condition, minus all shipping costs.

Defective or Incorrect Items

If you receive a damaged or incorrect item, notify us within 7 days of delivery. Depending on stock and issue, we may offer a replacement or refund. Please include photos and a brief description.

Complaints & Contact

Contact: shop@narnay-sticks.com

Order number
Issue description
Photos (if applicable)
Full name and contact details