At Urban Ponics B.V. (trade name NACAR), we want you to be happy with your purchase. This returns and cancellation policy explains how you can cancel an order or return goods you have purchased through our online shop nacar.co.uk purchased. It complements our terms and conditions and complies with EU and Dutch consumer legislation.

1. Cooling-off period (right of withdrawal)

1.1 Duration and start of the period

If you buy products as a consumer through our online shop, you generally have the right to enter into the agreement within 14 days without giving reasons. This cooling-off period (the right of withdrawal) starts on the day after the day on which you or a third party designated by you (other than the carrier) takes physical possession of the goods. We will inform you of the beginning of the period and how you can exercise this right; failure to do so will extend the withdrawal period.

1.2 How do you exercise the right of withdrawal?

To exercise the right of withdrawal, you must notify us within the 14-day period by e-mail or by post using the contact details in our colophon. You can use the standard EU withdrawal form, but this is not obligatory. Please state clearly that you wish to withdraw from the contract and provide your order number and contact details. You do not have to give a reason.

1.3 Consequences of revocation

If you cancel the contract in time, we will refund all payments received from you, including standard shipping costs (the cheapest delivery method we offer). The refund will take place without undue delay and no later than 14 days after we have been informed of your decision to withdraw. We will refund via the same payment method you used, unless expressly agreed otherwise. You do not pay any costs for the refund.

We may wait to refund until we have received the goods back or until you have proved that you have returned the goods, whichever comes first. You must return the goods without undue delay and in any case at the latest 14 days after the day on which you reported the withdrawal to us. You will bear the direct costs of returning the goods, unless we have agreed otherwise.

1.4 Return costs

We will not reimburse the return costs if you return goods because you have changed your mind, provided that we have clearly informed you before purchase that you are responsible for these costs. If we do not inform you in advance that you bear the return costs, we must still reimburse those costs.

1.5 Impairment

You are only liable for diminished value of the goods resulting from use beyond what is necessary to establish the nature, characteristics and functioning of the goods. This means you may open the packaging and inspect the products as in a physical shop, but you may not use them further. If the products are damaged or show signs of use, we may deduct a proportionate amount from the refund.

2. Exceptions to the right of withdrawal

Under EU and Dutch consumer law, there are exceptions where the statutory 14-day withdrawal period not applies. We will inform you before your order if a product is excluded from cancellation. In particular, the right of withdrawal does not apply to:

  • Sealed health or hygiene goods which are not suitable for return for reasons of health protection or hygiene once the seal has been broken. As our NACAR supplements are dietary supplements and are delivered in sealed packaging, the right of withdrawal expires as soon as the seal has been opened.
  • Tailor-made or personalised goods, manufactured to your specifications.
  • Goods that spoil or age quickly, such as perishable goods.
  • Hygiene products whose packaging has been opened.

3. Returning goods

If your order is eligible for return, follow these steps:

  1. Contact: Before returning anything, please contact us at info@nacar.nl and include your order number and reason for return. We will confirm whether your return is accepted and provide further instructions.
  2. Pack the goods carefully: Please return the items in the original, undamaged packaging with all accessories and labels. Use a suitable shipping box to avoid damage during transport.
  3. Shipping: Send the parcel to the return address given in the return instructions. Unless otherwise agreed, you are responsible for the return costs and risk of loss until the goods are received by us.
  4. Keep the shipping receipt: Keep the shipping receipt or tracking number until we have processed your return.

4. Refunds

Once we have received and inspected the returned items, we will refund the purchase price via the original payment method. We aim to process refunds within seven days of receiving the return, but at the latest within 14 days after you have reported the withdrawal. If only part of an order is returned, we will refund only the price of the returned items and not the original shipping costs. If the goods show signs of use beyond what is necessary for inspection, we may apply a deduction.

5. Warranty and defective products

This return policy does not limit your statutory warranty rights. If the product you have received is defective or does not match the description, please contact us immediately. In such cases, we will repair or replace the product or refund the purchase price. You are entitled to a minimum two-year warranty under EU law. The above restrictions on the right of withdrawal (e.g. in case of broken seals) do not apply to defective or incorrectly delivered goods.

6. Contact

For questions about returns or cancellations, please contact us by phone at +31 6 1769 8335 or +31 616 665 391 or by e-mail at info@nacar.nl. You can also send a letter to Urban Ponics B.V., Raadhuisstraat 8C, 5241 BL Rosmalen, the Netherlands. We aim to respond within two working days.