Returns and Refunds Policy

An EU consumer buying at a distance generally has 14 days to withdraw without giving any reason. For goods, the period starts when the consumer or a nominated third party other than the carrier receives them. Where goods from one order arrive separately, the period normally starts when the last item is received.

Before the period expires, send a clear statement to contact@naz.fashion or by post to Nazareta Paulina Čypaitė, trading as NAZ, Fizikų g. 14, 08448 Vilnius, Lithuania. You may use the Model Withdrawal Form, but it is not mandatory. You do not have to give a reason; any reason or feedback is entirely optional. Please identify the order and goods sufficiently for NAZ to process the notice.

After notifying NAZ, send or hand the goods to Fizikų g. 14, 08448 Vilnius, Lithuania without undue delay and no later than 14 days from the notice. The deadline is met if the parcel is sent before that period expires. Use a tracked service and retain proof of posting because the sender may need to show that the return was made.

You may inspect and try on a garment to the extent reasonably possible in a physical shop. A return is not automatically refused merely because the item was tried on. You may, however, be responsible for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

To avoid diminished value, clothing should not be worn beyond fitting, washed or altered; it should be free from stains, makeup, odours, animal hair and other signs of extended use; and product labels should be returned where reasonably possible. These practical conditions do not automatically cancel statutory rights.

For an ordinary withdrawal, the customer arranges and pays the direct return shipping cost. That direct cost is not reimbursed. This rule is separate from faulty or non-conforming goods, where NAZ bears reasonable return shipping costs.

NAZ refunds the product price and the cost of the least expensive standard outbound delivery option offered for the order. Any extra amount paid for a faster or premium delivery option is not required to be refunded beyond the standard amount, and the customer’s direct return shipping cost is not refunded for a normal change of mind.

The refund is made without undue delay and no later than 14 days after NAZ is informed of the withdrawal. NAZ may withhold it until the goods are received or the customer supplies evidence of return, whichever occurs first. The original payment method is used unless the customer expressly agrees otherwise, and the customer is not charged a refund fee.

The withdrawal right may not apply to genuinely personalised goods or non-prefabricated goods made to the consumer’s individual specifications where the statutory conditions are met. A standard garment, a made-to-order catalogue item with standard choices, a limited release or a numbered item is not automatically non-returnable. Any applicable exception will be stated clearly before purchase.

This is separate from the 14-day change-of-mind process. Goods must conform to the contract and consumers have at least the applicable two-year statutory protection. Contact NAZ with the order number, a description and, where useful, photographs; photographs help assessment but do not replace statutory rights.

Where legally appropriate and proportionate, repair or replacement are the primary remedies. A price reduction or contract termination may be available where repair or replacement is impossible, disproportionate, not completed within a reasonable time or where another legal condition is met. NAZ pays or reimburses reasonable return shipping for faulty goods, goods damaged on arrival, incorrect goods or any other goods not in conformity with the contract.

NAZ does not offer direct exchanges. Return an eligible item under the applicable process and place a new order separately once sales are open. This does not limit statutory replacement rights for a non-conforming product.

Send a complaint to contact@naz.fashion or Fizikų g. 14, 08448 Vilnius, Lithuania. NAZ will provide a reasoned written response within 14 calendar days. If unresolved, the consumer may apply to VVTAT, A. Goštauto g. 12, 01108 Vilnius, Lithuania, including through VTIS.

• VVTAT
• VTIS