Effective Date: 05/06/25

2.1. Introduction

At NAP Hair Collection Co Ltd (“we”, “us”, “our”), we are committed to ensuring your satisfaction with our products. This Returns Policy outlines your rights and our procedures for returning items purchased from our website, https://naphair.cy.net/. This policy is in accordance with, and does not affect, your statutory rights under applicable Cypriot and EU consumer protection laws, including the Consumer Rights Act and Consumer Contracts Regulations.13 We aim to make the returns process as straightforward as possible. Clearly stating that this policy respects statutory consumer rights from the outset helps build trust and sets the correct legal tone.13

2.2. Your Statutory Right to Cancel (Online Orders – Cooling-Off Period)

If you are a consumer purchasing online from within the European Union (EU), you have a statutory right to cancel your order for most items within 14 days without giving any reason. This is often referred to as the “cooling-off period.”

• Cancellation Period: The 14-day cancellation period begins the day after you (or someone you nominate) receive the goods.13 If your order consists of multiple items delivered separately, the period starts the day after you receive the last item.
• Exercising Your Right to Cancel: To cancel your order, you must inform us of your decision in a clear statement. You can do this by:

• Emailing us at: info@naphair.cy.net
• Calling us on: +357 22 323 153
• (Optional: You may use a model cancellation form if we provide one on our website, but it is not obligatory). Please provide your name, address, order details, and, where available, your phone number and email address.

• Returning the Goods: If you cancel your order, you must send back the goods to us at NAP Hair Collection Co Ltd, Riga Fereou 42, Tseri 2480, Cyprus, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us. The deadline is met if you send back the goods before the period of 14 days has expired.15
• Condition of Returned Goods: You are responsible for taking reasonable care of the goods while they are in your possession. You may inspect the goods to the same extent as you would in a physical shop to establish their nature, characteristics, and functioning. However, if the value of the goods is diminished by any amount as a result of your handling of the goods beyond what is necessary to establish their nature, characteristics, and functioning, we may recover that amount from you, up to the contract price. This may be done by deducting it from any refund due to you.16
• Refunds for Cancellations: If you cancel your contract, we will reimburse to you all payments received from you for the goods purchased, including the costs of standard outbound delivery (if you paid for delivery). We will not refund any supplementary costs if you chose a type of delivery other than the least expensive type of standard delivery offered by us. We will make the reimbursement without undue delay, and not later than 14 days after the day we receive back from you any goods supplied, or (if earlier) 14 days after the day you provide evidence that you have returned the goods.13 Refunds will be made using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
• Cost of Return for Cancellations: You will have to bear the direct cost of returning the goods when you cancel an order under the cooling-off period (i.e., for a change of mind).15 This is a crucial point to state clearly to manage customer expectations.

It is important to note that the “no refund policy” sometimes seen for in-store purchases 17 is not applicable to online sales due to the mandatory 14-day cooling-off period under EU law, which requires the option of a refund.13

2.3. Returns for Faulty, Damaged, or Incorrectly Described Goods

Your statutory rights are not affected by the cooling-off period. If goods you receive are faulty, damaged in transit, or not as described on our Website, you have rights under consumer law (such as the Consumer Rights Act or equivalent Cypriot legislation).13

• Your Rights:

• Short-term right to reject: Within 30 days of receiving the goods, if they are faulty, you can reject them and receive a full refund.
• Repair or Replacement: If a fault occurs after 30 days (or if you prefer), you can request a repair or replacement of the faulty goods. We will do this at no charge, within a reasonable time, and without significant inconvenience to you.
• Price Reduction or Final Right to Reject: If a repair or replacement is not possible, fails, or is not provided within a reasonable time, you may be entitled to a price reduction or a final right to reject the goods (which may result in a full or partial refund, potentially with a deduction for use if applicable after the first six months).

• Reporting Issues: If you receive a faulty, damaged, or incorrectly described item, please contact us as soon as possible, and preferably within 48 hours of receipt for damaged goods, by:

• Emailing us at: info@naphair.cy.net
• Calling us on: +357 22 323 153 Please provide your order number, details of the issue, and photographic evidence if possible. Requesting such evidence is a reasonable step for verification.14

• Return of Faulty Goods: We will provide instructions on how to return the faulty goods.
• Return Costs for Faulty Goods: We will cover the reasonable costs of returning faulty, damaged, or incorrectly described goods.14 This distinction in who bears the return shipping cost based on the reason for return is critical and aligns with consumer law.

2.4. How to Make a Return

To ensure a smooth returns process, please follow these steps:

1. Contact Us First: Before returning any item, please contact our Customer Service team at info@naphair.cy.net or call +357 22 323 153. Provide your order number, the item(s) you wish to return, and the reason for the return (e.g., cancellation under cooling-off period, faulty item).13 Requiring initial contact helps manage the returns process efficiently, allowing us to issue a Return Merchandise Authorisation (RMA) if applicable and provide correct instructions.
2. Await Instructions: We will provide you with instructions on how to proceed, including a return address (if different from our main address) and any necessary return authorisation details.
3. Package Your Item: Please package the item securely, ideally in its original packaging, along with all accessories, labels, and any accompanying documentation.
4. Send the Item: Return the item to the address provided: NAP Hair Collection Co Ltd, Riga Fereou 42, Tseri 2480, Cyprus (unless otherwise instructed).
5. Proof of Postage: We recommend using a trackable shipping service and obtaining proof of postage, as we cannot be held responsible for items lost or damaged in transit back to us.

2.5. Non-Returnable Items

Unless goods are faulty, damaged, or incorrectly described, the following items cannot be returned:

• Products sealed for health protection or hygiene reasons, if the seal has been broken after delivery. This is particularly relevant for many hair care products and tools. Examples may include (but are not limited to) shampoos, conditioners, serums, hair treatments if their hygiene seal is broken, and certain hair tools that come into direct contact with the hair or scalp once used or unsealed.13 The specific applicability of this to NAP Hair’s inventory should be clearly communicated on product pages.
• Personalised or custom-made items.
• Gift cards.
• Items that are clearly marked as “final sale” at the time of purchase (this does not affect your statutory rights if the item is faulty).13

This list of non-returnable items does not affect your statutory rights concerning faulty, damaged, or incorrectly described goods.13 The hygiene exclusion is paramount for hair products and must be clearly defined to protect health and safety and manage customer expectations, drawing from local precedents like Alphamega’s policy.19

2.6. Refunds

• Method of Refund: Refunds will generally be processed back to the original method of payment used for the purchase.14
• Timeline for Refunds:

• For cancellations under the cooling-off period, refunds will be processed within 14 days of us receiving the returned goods or proof that they have been shipped back.13
• For faulty goods, refunds will be processed once the fault has been verified. We aim to process all refunds as quickly as possible, often within 5-7 business days of approval 14, though the legal maximum is typically 14 days.

• What is Refunded:

• For cancellations: The full price of the returned goods and the standard outbound delivery charge (if applicable).
• For faulty goods: The full price of the goods, the original outbound delivery charge, and reasonable return postage costs.

• Conditions for Full Refund: The item must be returned in accordance with this policy (e.g., within the correct timeframe, in acceptable condition for cancellations).
• Potential Deductions:

• For cancellations, if goods have been handled more than necessary to establish their nature, characteristics, and functioning, a deduction may be made from the refund for the diminished value of the goods.
• If you selected a premium outbound delivery option, we will only refund the cost of standard delivery.

Clearly stating that only standard outbound shipping costs are refunded for cancellations (if the customer chose a more expensive express option) is compliant with Consumer Contracts Regulations and manages business costs.

2.7. Exchanges

At present, NAP Hair Collection Co Ltd does not typically offer direct exchanges for items returned due to a change of mind. If you wish to change an item, we recommend you return the original item for a refund (where eligible under this policy) and place a new order for the alternative product.

If an item is faulty, damaged, or incorrectly described, we will offer a repair, replacement, or refund in accordance with your statutory rights (see Section 2.3). Offering exchanges can be customer-friendly but needs to be balanced with operational feasibility for the business.14

2.8. Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return:

• Cancellation (Change of Mind): If you are returning an item because you have changed your mind (under the 14-day cooling-off period), you will be responsible for paying the direct costs of returning the item to us.15
• Faulty, Damaged, or Incorrectly Described Goods: If you are returning an item because it is faulty, was damaged upon receipt, or was not as described on our Website, NAP Hair Collection Co Ltd will cover the reasonable costs of return postage. Please contact us to arrange this before sending the item back.14

This clear distinction based on the reason for return is essential to avoid disputes and align with consumer law.

2.9. Contact Us

If you have any questions about our Returns Policy or wish to initiate a return, please contact our Customer Service team:

Email: info@naphair.cy.net

Phone: +357 22 323 153

Address for Returns (unless otherwise instructed): NAP Hair Collection Co Ltd, Riga Fereou 42, Tseri 2480, Cyprus.