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Returns & Exchanges


NATEX Return Policy

We want you to be happy with your purchase.  If for any reason you are not satisfied, we will gladly accept for refund or exchange, any item purchased from NATEX stores within 30 days of purchase. Returned items should be unworn, unused, unwashed and include the vendor packaging and tags, along with the original receipt. Used products cannot be returned unless defective. Please note that gift certificates are non-refundable.

In accordance with Health Regulations, items of a personal nature cannot be accepted for return including but not limited to undergarments, bathing suits, earrings, electric razors, women’s personal products, hair brushes & combs, exercise mats, stability balls, resistance tubing, resistance bands, heart rate monitors. If you aren’t sure… just ask.

Final Sale items may not be returned.

And… after all of that; if you aren’t sure what to do, please contact us. (contactus@natex.de) We are happy to talk to you about your individual situation.

Products under warranty

We sell many different products that are covered by a manufacturer warranty. When something goes wrong with these products, we want you to know that we are here to help you. We encourage you to contact us. We will contact the manufacturer and determine the best solution based on the situation. In many cases, this will involve sending the item back to the manufacturer for repair. In other cases, the manufacturer may be able to replace the item. Each situation is different.

Please check your warranty and keep your receipt with it. It is a good idea to make a scanned copy of the receipt for your records. We can accept any product we sell that is under warranty as long as you have the receipt.

And… after all of that; if you aren’t sure what to do, please contact us. (contactus@natex.de) We are happy to talk to you about your individual situation.

What you need to know

Hours and Phone Numbers

 

Convenience Plus
Phone: 0049 (0)2451-6207-223
Mon – Fri: 07:30 – 18:00
Saturday: 10:00 – 17:00
Sunday: 11:00 – 17:00

Retail Plus
Phone: 0049 (0)2451-48451-321
Mon – Fri: 10:30 – 18:00
Saturday: 10:00 – 17:00
Sunday: 11:00 – 17:00

Auto Centre
Phone: 0049 (0)2451-6207-252
Mon – Thur: 08:00 – 17:00
Friday: 08:00 – 15:00
Sat – Sun: CLOSED

Gas Kiosk
Phone: 0049 (0)2451-632-670
Mon – Fri: 08:00 – 17:00
Sat – Sun: 12:00 – 17:00

Wesel Store
Phone: 0049 (0)2811-642-6694
Mon – Thur: 09:30 – 16:00
Friday: 09:30 – 13:30

Who can shop at NATEX?

This overview is intended to clarify the current NATEX shopping entitlements at the NAEW&C Force E-3A Component in Geilenkirchen and Wesel Germany. If there is any discrepancy between this overview and E-3A Order 8.1-11, “the Order” is to be taken as the source of record.

Whether you are purchasing rationed goods or non-rationed goods at NATEX, you are required to show proof of your entitlement (this includes Starbucks) in accordance with E-3A Order 8.1-11.

Component Personnel

The component issues 3 different shopping cards to component members based on their entitlements:

Green Shopping Card

  • This allows the purchase of any non-rationed items without limit
  • This also allows the purchase of any rationed items based on your ration card (ration cards can be provided by a support unit or the base, depending on your nationality)
  • Typically, all NATO military and civilian component members (except DEU nationals) and their dependants are given Green Shopping Cards*

Yellow Shopping Card

  • This allows the purchase of any non-rationed items with a value limit of 75 euros (your total purchase can exceed 75 euros, but no one item can exceed 75 euros)
  • This also allows the purchase of any rationed items based on your ration card with no value limit. (The 75 euro limit applies to non-rationed items only).
  • Typically, German military and civilian component members and their dependants are given Yellow Shopping Cards*

Red Shopping Card

  • This allows the purchase of non-rationed grocery items only (no alcohol), with a maximum total sales volume of 20 euros.
  • You are not entitled to rationed items
  • Typically, Local Wage Rate personnel, Consultants, Contractor, Interns or Temporary Staff and DEU personnel at SanStaffel receive Red Shopping Cards (their dependants are not typically eligible)*

Off-base Personnel (including US forces stationed at JFC Brunssum)

In addition to component members, NATO military or NATO civilian members stationed in Germany, and their dependants as well as any US military member stationed in Europe or North Africa are also eligible to shop at NATEX.

  • Please review the above on Shopping Cards to understand your entitlements
  • To show proof of your entitlement (if you don’t have a shopping card), you will need to provide the following:
    • Military or NATO Civilian ID or Dependant ID
    • Proof of your permanent station within Europe or North Africa (US only) – this can be in the form of your ration card, installation pass, etc. (a ration card is required in order to purchase rationed items)

Personnel on TDY

If you are on temporary duties orders to the E-3A Component or any other location in Germany, you are eligible to shop at NATEX. You will be issued a temporary shopping permit by the Base Pass Office (building 1) or NATEX Retail Plus if the former is closed, which outlines your ration entitlements.

  • With the exception of DEU nationals, you are typically entitled to Green Shopping Card privileges. (refer to above)
  • To show proof of your entitlement, you will need to provide the following:
    • Temporary Duty Orders
    • Military or Civilian ID

There are some special situations that have not been covered in this general overview. If you are in doubt as to your shopping entitlements or ID required to shop at NATEX, please feel free to contact us directly at contactus@natex.de. We can then advise you about your specific entitlements.

Below are a couple of specific examples of entitlements & ID required:

British Forces Members Stationed at Paderborn

  • Green shopping privileges
  • Rationed goods purchased cannot exceed the ration policy for the E-3A Component
  • 200 cigarettes or 250gr. cigarette tobacco, 200gr. pipe tobacco, 100 cigarellos or 25 cigars  per week (purchase of these items will be marked on your ration card)
  • Up to 6 litres of spirits (alcohol over 38% + whisky and gin are rationed) per month – (purchase of these items will be marked on your ration card)
  • 5kg of coffee and 250gm of coffee extracts per month – (purchase of these items will be marked on your ration card)
  • Required to show valid Military (or Civilian) ID + either a ration card or base pass to prove your eligibility

USA Forces stationed at S.H.A.P.E

  • S.H.A.P.E now provides a base access card that includes member ration entitlements
    • NATEX has implemented the N-Step card system which allows US S.H.A.P.E ID card holders to purchase both rationed and non-rationed items
  • Required to show valid S.H.A.P.E ID in order to purchase unlimited non-rationed items and the following rationed items not to exceed their current entitlement (for personal use and consumption)
    • 200 cigarettes or 250gr. cigarette tobacco, 200gr. pipe tobacco, 100 cigarellos or 25 cigars  per week (purchase of these items will be deducted from your rations)
    • Up to 6 litres of spirits (alcohol over 38% + whisky and gin are rationed) per month – (purchase of these items will be deducted from your rations)

E-3A Component Ration Items Policy Overview*:

  • 200 cigarettes or 250gr. cigarette tobacco, 200gr. pipe tobacco, 100 cigarellos or 25 cigars  per week (purchase of these items will be marked on your ration card)
  • 5kg of coffee and 250gm of coffee extracts per month – (purchase of these items will be marked on your ration card)
  • Spirits
    • Green Card Holders:
      • Up to 6 litres of spirits (alcohol over 38% + whisky and gin are rationed) per month – (purchase of these items will be marked on your ration card)
    • Yellow Card Holders:
      • Up to 6 litres of spirits (alcohol over 38% + whisky and gin are rationed) per month – (purchase of these items will be marked on your ration card)
  • All purchases, whether rationed or non-rationed must be for personal use and consumption

 * The shopping privileges at NATEX are controlled and dictated by the German Finance and Customs authorities. E-3A Order 8.1-11 as part of their operating manual outlines the shopping eligibility and entitlements. The latest copy of the section that pertains to Shopping cards and Ration cards, dated July 17, 2015 can be found by clicking this link.

For additional questions about Order 8.1-11, please contact OFC-LAO@e3a.nato.int



Lilienthalallee 100,
52511 Geilenkirchen, Germany
Phone +49 2451 4845111

Natex

NATEX
Lilienthalallee 100,
52511 Geilenkirchen, Germany
Phone +49 2451 4845111

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Lilienthalallee 100,
52511 Geilenkirchen, Germany
Phone +49 2451 4845111
contactus@natex.de

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