Product Safety, Warranty and Complaints Policy

7.1 General safety

Use every product only for its intended domestic purpose and follow the product page, label, packaging, manual, assembly guide and warnings. Keep instructions and safety information for future reference. Stop using a product if it appears damaged, overheats, leaks, cracks, becomes unstable or otherwise appears unsafe.

7.2 Category-specific precautions

• Electrical and mechanical products, including ceiling fans, consoles, turntables, sandwich toasters, grills, milk frothers and vacuum sealers, must be used with the stated voltage, ventilation and electrical-safety requirements.
• Pressure cookers, frying pans, stockpots, stovetop coffee makers and other cookware must be used on compatible heat sources and in accordance with capacity, pressure and burn warnings.
• Doors, roller blinds, ceiling fans, wall-mounted mirrors and similar installation products must be securely fitted using suitable fixings and, where appropriate, a qualified installer.
• Candles, incense and fragrant room sprays must be kept away from children, pets, heat sources and combustible material and used with ventilation and continuous adult supervision where required.
• Party favours, confetti, noisemakers, ornaments and items with small parts may present choking, ingestion, entanglement or hearing risks and must be used according to age and safety warnings.
• Food-contact products, towels, bedding, cushions and cleaning items should be cleaned or prepared before first use where the instructions recommend it.

7.3 Comfort products

Leg-positioner pillows, maternity or body pillows and similar comfort products are not presented as medical devices or substitutes for professional medical advice unless the product page expressly and lawfully states otherwise. Seek appropriate professional advice for medical symptoms or pregnancy-related concerns.

7.4 Product traceability and recalls

Nurvishop maintains or obtains product-identification and supply-chain information as required by applicable product-safety law. Product pages, Goods or packaging may identify the manufacturer, importer, responsible person, model, batch or other traceability information where legally required.

If we learn that Goods may be unsafe, we may contact affected customers using Order information, publish a safety notice, suspend sales, provide corrective instructions or arrange a recall, repair, replacement or refund as required. Customers should follow recall instructions promptly.

7.5 Reporting a safety concern

Stop using the product and email info@nurvishop.com with the Order number, product name, description of the concern and photographs where safe to obtain. For an immediate danger, move away from the product, contact the appropriate emergency service and do not attempt a repair.

7.6 Statutory conformity rights

Consumers have mandatory rights where Goods are defective, unsafe, incorrectly described, unfit for their normal purpose or otherwise fail to conform to the contract. These rights apply for the period and under the conditions set by applicable law, including Lithuanian and EU consumer law where relevant.

Depending on the circumstances and legal sequence of remedies, the customer may be entitled to repair or replacement, an appropriate price reduction, termination and refund, or another mandatory remedy. Nurvishop does not charge the customer for a remedy that must legally be provided free of charge.

7.7 Commercial warranties

A manufacturer or Nurvishop may provide a separate commercial warranty for a particular product. Any such warranty applies in addition to, and does not replace, statutory rights. Unless a specific commercial warranty is displayed or supplied with the product, this Policy does not create an additional fixed-term commercial guarantee.

7.8 Exclusions caused by customer conduct

A remedy may be unavailable to the extent a problem was caused by accidental damage after risk passed, misuse, unauthorised modification, incorrect assembly or installation, incompatible power supply, normal wear, failure to maintain the product or use contrary to clear instructions. Nurvishop remains responsible for defects, unsafe instructions and obligations that cannot legally be excluded.

7.9 How to make a complaint

• Email info@nurvishop.com with the Order number and contact details.
• Identify the product and describe the problem, when it began and the remedy requested.
• Provide photographs, video or other evidence where reasonably available and safe to obtain.
• Keep the product and packaging until return, inspection or disposal instructions are provided, unless doing so would be unsafe.

We may ask reasonable diagnostic questions or arrange inspection. Customers should not attempt a repair that could create danger or invalidate a legitimate manufacturer process before contacting us.

7.10 Complaint response

Nurvishop will acknowledge and investigate complaints in good faith and respond within the time required by applicable law. If a complaint cannot be resolved directly, an eligible consumer may refer it to a competent out-of-court dispute resolution body, including the Lithuanian State Consumer Rights Protection Authority where it has jurisdiction.