Returns & Refunds Policy

We want you to be happy with your NAE Recovery purchase. If you change your mind or are not satisfied with your order, you may request a return within 14 days of receiving your order.

How to Request a Return

To start a return, contact us at Naeatelier@hotmail.com within 14 days of receiving your order and include:

• Your order number
• Your full name
• The item(s) you would like to return
• The reason for your return (optional)

Once your request has been received, our customer service team will provide you with the applicable return instructions and return address.

Please do not send a return to our business address unless we have specifically instructed you to do so.

Return Conditions

Returned products must be:

• In good condition
• Clean and hygienic
• Complete with all included parts and accessories
• In the original packaging where reasonably possible
• Securely packaged for return shipping

You may inspect a product as you reasonably would before deciding whether to keep it. If a product has been handled beyond what is necessary to establish its nature, characteristics and functionality, we may make an appropriate deduction from the refund for any resulting loss in value.

Hygiene-Sealed Products

Certain products may be supplied with a hygiene or protective seal. Where a product is legally exempt from the right of withdrawal for health protection or hygiene reasons, it cannot be returned after that seal has been broken or removed.

This does not affect your rights if the product is faulty, damaged or not as described.

Return Shipping Costs

Unless the product is faulty, damaged, incorrect, or we have agreed otherwise in writing, the cost of returning the product is the customer's responsibility.

The applicable return address will be provided after your return request has been approved. Depending on the product and fulfilment location, this return address may differ from our business address.

We strongly recommend using a tracked shipping service and retaining proof of postage until your refund has been completed.

Refunds

Once your return has been received and inspected, we will process the applicable refund to your original payment method.

For eligible cancellations, refunds will be made within the legally applicable timeframe. We may withhold reimbursement until we have received the returned goods or you have supplied evidence that the goods have been sent back, whichever occurs first.

If the entire order is returned under an applicable cancellation right, any eligible standard outbound delivery charge will also be refunded. Additional costs resulting from choosing a more expensive delivery method are not refundable.

Depending on your bank or payment provider, it may take several additional business days for the refund to appear in your account.

Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective or different from what you ordered, please contact us as soon as possible at Naeatelier@hotmail.com.

Include your order number, a description of the issue and clear photographs or video where appropriate. We will review the issue and provide an appropriate solution.

Exchanges

We currently do not offer direct exchanges. If you would like a different product, please contact our customer service team so we can advise you on the available options.

Contact

For all return and refund enquiries: