1. Before checkout
The available area, method, estimated time or window and delivery fee are shown before “Place order”. The terms in the Order confirmation form part of the contract.
The Buyer checks the address, phone and Recipient. Courier delivery and pickup are available only for addresses and points actually displayed in the App.
2. Receiving Goods
Check the name, quantity, package weight, bag integrity, shelf life and visible moisture or damage. Tell the courier about visible non-conformity and record it in the handover document where possible.
Signing for delivery does not waive rights concerning a hidden defect, incorrect labelling or mismatch with description.
3. Returning conforming Goods
Within 14 calendar days of purchase, conforming non-food Goods may be exchanged or returned if unused and their saleable appearance, consumer properties, seals and labels remain, subject to express statutory exclusions.
Construction mixes should not be declared categorically non-returnable. For opened packaging, sealing, storage, retained properties and safe resale are assessed. A missing receipt does not remove the right if purchase is otherwise proven.
4. Defective Goods
At the consumer’s choice, statutory remedies include price reduction, free repair, reimbursement, replacement, recalculation, or termination and refund.
The Seller bears delivery and return costs for defective Goods. Photos assist preliminary review but do not replace a quality check and are not an absolute condition for accepting a complaint.
5. How to make a request
If the Seller rejects a complaint it provides a reasoned written response within the statutory period. These rules do not reduce mandatory consumer rights.
- e-mail info@nurtaugroup.kz or call +7 (727) 233-67-55;
- provide the Order number, Goods, quantity, receipt date and requested remedy;
- attach available proof of purchase and, where possible, a defect photo;
- agree the handover method and address: [[INSERT RETURNS ADDRESS]];
- where safe, retain the packaging, labelling and Goods until the check is completed.
6. Refunds
An approved refund is made to the original payment method or another agreed lawful method. A bank may need additional posting time. The Seller confirms when it has initiated the transaction.