CARE ASSISTANT
IDWarranties
Legal guarantee of conformity
The product you receive must conform to what was advertised: description, quantity, size, stated capacity, intended use, and the normal quality of a product of this type.
If this is not the case, you are entitled, free of charge, to have the product brought into conformity: replacement or, if replacement is impossible or disproportionate, a price reduction or termination of the contract with a refund.
Duration: two years from delivery (Directive (EU) 2019/771, transposed in each European Union country). During these two years, the defect is presumed to have existed at the time of delivery: you do not have to prove anything.
Our products are single-use and have an expiry date printed on the packaging. The warranty does not apply beyond this date, nor does it apply to a product stored outside the specified conditions (dry place, away from sunlight).
What we guarantee in addition
Nothing. We do not add a commercial warranty to the legal guarantee: we prefer to apply the statutory guarantee plainly, without supplementary conditions.
How to make a claim
Write to sk@nateen.com with your order number and a description of the defect, supported by photographs if visible. We respond within 3 business days. If the defect is confirmed, return shipping is at our expense and the replacement or refund will occur within 3 business days.
Medical devices
Our incontinence protections are Class I medical devices (Regulation (EU) 2017/745). They bear CE marking and a UDI identifier. Read the instructions on the packaging: they indicate the size, capacity, and precautions for use.
A hygiene product is not a medical treatment. If leakage worsens, skin becomes irritated, or discomfort appears, speak to a healthcare professional — none of our documentation replaces medical advice.
Incident reporting
If you notice a serious incident related to the use of one of our products, report it to us at sk@nateen.com and to the competent authority in your country. We are required to report it, and we will do so.