Withdrawal and Cancellation Terms
This page provides a plain-language summary of how you may return Products and withdraw from a purchase made on www.nekua.com, how you may cancel, suspend or reactivate a subscription, and what happens in each case. This summary does not replace the General Terms and Conditions of Sale, which remain the governing text, and does not in any way limit the rights granted to you under the Consumer Code (Legislative Decree No. 206/2005).
The seller is NEKUA S.r.l., with registered office at Via Sant'Andrea 19, 20121 Milan, VAT number and tax code: 04098410162
1. Right of withdrawal (14 days)
A. How long you have
You may return Products by exercising your right to withdraw from the contract within 14 days of purchase, without incurring any penalty and without giving any reason. The 14-day period runs from the day on which you, or a third party indicated by you (other than the carrier), acquire physical possession of:
- the Product, if you purchased a single Product;
- the last Product, if you purchased several Products in a single Order and they are delivered separately;
- the first delivery, if you have activated a Monthly or Quarterly Subscription.
Please note that the right of withdrawal, and therefore the return of products, does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery, pursuant to Article 59 of the Consumer Code. We therefore recommend that you check the Product and the information on the product page before opening the packaging. Products received as free gifts may not be exchanged or returned.
Your rights under the legal guarantee of conformity in respect of defective or non-conforming Products remain unaffected; these are set out on the Legal Warranty and Complaints page.
B. How to withdraw and return Products
You must inform us of your decision to withdraw by means of a clear statement before the 14-day period expires, using one of the following alternative channels:
- by sending an explicit statement to that effect through one of the following channels: e-mail to hello@nekua.com or certified e-mail (PEC) to soulgreen@legalmail.it; or
- by using the withdrawal form set out at the bottom of this page; or
- online, by using the digital withdrawal function and following the instructions displayed on the Site interface. Log in to your Account, select your Orders and click on the “Return Items” button. You may withdraw in respect of all or only some of the Products by following the guided online procedure.
To meet the deadline, it is sufficient for your communication to be sent before the 14th day expires, as indicated in section 1.A “A. How long you have”. Upon receipt, we will send you an acknowledgement of receipt by e-mail without delay.
In the confirmation e-mail we will also provide you with instructions for returning the Products, or inform you that we will collect them ourselves or that you may keep them. Retaining the Products will not cause you to lose your Refund. Where you are required to return the Products to us, you must do so within 14 days, following the instructions that we will send you by e-mail. The costs of return shall in all cases be borne by Nekua.
C. Refund
In any event, we will reimburse all payments received without undue delay and in any case within 14 days in accordance with Article 56 of the Consumer Code, using the same means of payment that you used for the purchase. Shipping is always free of charge and there are therefore no delivery costs to be reimbursed.
If you purchased several Products in a single order and withdraw only in respect of some of them, you may lose any discounts that were linked to the overall purchase (for example, volume discounts): in such case, the refund will take into account the price actually applicable to the Products you retain.
2. Subscriptions
A. How they work
For each Product, you may choose between two subscription plans, both with automatic renewal:
- Monthly Subscription: renewal and charge every month, with monthly delivery and a minimum term of 2 months;
- Quarterly Subscription: renewal and charge every 3 months, with quarterly delivery. The quantity of Products delivered is intended to cover a three-month period, and the Products must be taken in accordance with the recommended directions for use set out in the Product Sheet.
The price is charged automatically to the payment method registered upon activation and subsequently upon each renewal, until you cancel. Before each renewal, we will send you an e-mail stating the date of the next charge and reminding you that you may suspend or cancel the subscription free of charge.
Please note that you may withdraw from the subscription within the time limits and in the manner set out in section 1.A “How long you have”. In such case, the Subscription terminates without the minimum term having to be observed, if applicable, and no further charges or shipments will be made.
You may also decide to cancel, pause or reactivate your subscription as set out below.
B. Cancel your subscription
After the first 14 days, you may in any event cancel the subscription at any time, free of charge and without penalties. Please note that if you give notice of cancellation during the minimum term (2 months for the Monthly Subscription), the cancellation takes effect upon expiry of the minimum term: until then you will continue to receive deliveries and the scheduled charges will be made.
Cancellation does not affect the deliveries and charges relating to the current period, which will be duly performed, and takes effect from the renewal following the current one: to avoid the next charge, please give notice before the renewal date.
To do so, you may notify Nekua:
- by e-mail at hello@nekua.com or
- online, directly from the Subscriptions section of your Account on the website, either (i) by using the “More actions” function or (ii) by selecting your Subscription Purchase and the “Cancel Subscription” button.
We will send you a confirmation of cancellation by e-mail, in any case before the next renewal. Please keep it as proof.
C. Suspend and pause your subscription
Suspension at your request. You may pause your subscription free of charge before the next renewal, subject to the minimum term, online, directly from the Subscriptions section of your Account on the website. You may use the “More actions” function or select your Subscription Purchase and the “Pause Subscription” button. You may also contact Nekua by e-mail at hello@nekua.com.
During the suspension you will not receive any shipments and no charges will be made. To reactivate the subscription, you may submit a request to Nekua directly from the Subscriptions section of your Account on the website. You may use the “More actions” function or select your Subscription Purchase and click on the “Reactivate Subscription” button. You may also contact Nekua by e-mail at hello@nekua.com.
Suspension for non-payment. Please note that if a charge fails, we will make up to three further attempts, at three-day intervals, on the registered payment method. If these attempts also fail, we may pause the subscription and consequently suspend or cancel any pending shipments. To avoid this, we recommend that you keep your payment method up to date or provide a backup payment method.
Amendments to the terms during the subscription. If we amend the Terms of Sale to your detriment while your subscription is active, we will notify you at least 30 days in advance. You may cancel the subscription without any charge before the amendments take effect.
Need help? Our Customer Care is available Monday to Friday, from 9 a.m. to 6 p.m., via the form in the “Contact” section of the website or at the number +39 0239297031. You may also use our virtual assistant, Chatbot (based on an artificial intelligence system), on the website or on WhatsApp (+39 340 621 7798).
WITHDRAWAL FORM
(complete and return this form only if you wish to withdraw from the contract)
To:
NEKUA SRL, with registered office at Via Sant’Andrea 19, 20121 Milan, e-mail address hello@nekua.com, certified e-mail (PEC) soulgreen@legalmail.it.
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following Products:
Product(s) (name and quantity):
relating to (tick the relevant box):
☐ Single Purchase
☐ Monthly Subscription
☐ Quarterly Subscription
Order number:
Ordered on:
Received on (if applicable):
Name of consumer(s):
Address of consumer(s):
Date:
Signature of consumer(s) (only if this form is notified on paper):
Means of sending
This form, duly completed, must be sent to NEKUA SRL before the withdrawal period expires, by one of the following means:
- e-mail to hello@nekua.com;
- PEC to soulgreen@legalmail.it
As an alternative to using this form, the Consumer may withdraw by means of any other explicit and unequivocal statement of their decision to withdraw from the contract, sent by the same means indicated above, in accordance with the Consumer Code, or by using the dedicated online function.