Refund policy

REFUND & RETURN POLICY

Nuknead 60-Day Comfort Guarantee

At Nuknead, we are committed to improving your sleep, comfort, and daily well-being. Every product is designed to support better rest, posture, and relaxation — and we want you to feel confident trying them.

That’s why we offer a 60-Day Comfort Guarantee and a clear, fair return process designed to protect both our customers and our business.

Please read the policy below carefully before submitting a return or refund request.

1. 60-Day Comfort Guarantee

We offer a 60-day return window starting from the date your order is delivered.

If you are not satisfied with your purchase, you may request a return within this period.

To qualify for a refund:

  • The product must be returned in clean condition
  • No major stains, damage, odors, or pet hair
  • All original accessories (if included) must be returned
  • Original packaging is preferred but not mandatory in all cases

📌 Note: Products may be gently used for evaluation purposes. We understand that comfort products like pillows and massage devices require real use to assess suitability.

2. Easy Returns Process

To start a return:

  1. Contact us at support@nuknead.com
  2. Provide your order number
  3. Explain the reason for return (optional but helpful)
  4. Attach photos of the product condition if required

Once approved, you will receive:

  • Return instructions
  • Return address
  • (If needed) Return Authorization (RA)

❗ Returns sent without approval may be rejected.

3. Order Cancellation (12-Hour Window)

You may cancel or modify your order within 12 hours of placing it.

After 12 hours, orders may already be processed or prepared for shipping and cannot be guaranteed for cancellation.

4. Return Eligibility

We accept returns for:

  • Change of mind / not suitable for comfort
  • Product not as expected
  • Defective or malfunctioning item
  • Damage during shipping (must report within 48 hours)

5. Damaged or Defective Items

If your item arrives damaged or defective:

  • Report within 48 hours of delivery
  • Provide clear photos or video evidence

We will offer:

  • Replacement product, or
  • Repair (if applicable), or
  • Full refund

6. Non-Returnable Situations

We do not accept returns for:

  • Items heavily damaged due to misuse
  • Products returned in unsanitary condition
  • Missing major components due to customer handling
  • Claims made after the 60-day window

7. Return Shipping Costs

  • Customers are responsible for return shipping costs
  • Unless the return is due to our error (wrong item or defective product)

We strongly recommend using a trackable shipping service, as we are not responsible for lost return shipments.

8. Refund Processing

Once we receive and inspect your return:

  • Inspection time: 3–7 business days
  • Refund processing: 2–5 business days

Refunds are issued to the original payment method only.

📌 Shipping fees (if any) are non-refundable unless the return is due to our error.

9. Lost in Transit

A package is considered lost if:

  • No tracking update for 10 business days (standard shipping)

or

  • No tracking update for 5 business days (express shipping)

After investigation with the carrier:

  • We will issue a replacement or refund

10. Delivery Confirmation & Responsibility

Once a package is marked as delivered by the carrier, responsibility transfers to the customer.

We are not liable for:

  • Lost packages after confirmed delivery
  • Stolen packages from delivery locations

We recommend:

  • Secure delivery locations
  • Tracking monitoring
  • Optional signature delivery (if available)

11. Incorrect Address Policy

Customers are responsible for providing accurate shipping information.

If an order is:

  • Returned due to incorrect address
  • Undeliverable
  • Missing information

We may:

  • Reship (additional shipping fee applies), or
  • Refund minus shipping + processing fees

12. Exception Packages (Delivery Issues)

An “exception package” may include:

  • Refused delivery
  • Failed delivery attempts
  • Incorrect address
  • Returned to sender

If returned to us:

  • We will contact you within 3–5 business days
  • Options:
    • Reshipment (fee may apply)
    • Refund (minus shipping costs)

13. Customs & International Fees

International orders may be subject to:

  • Import duties
  • Taxes
  • Customs fees

These are not collected by Nuknead and are the responsibility of the customer.

Custom delays are outside our control.

14. Refused Packages

Orders that are refused on delivery are not automatically eligible for refund.

If returned successfully:

  • Refund may be issued minus shipping costs

If lost in return transit:

  • No refund can be guaranteed

15. Fair Use Policy

To ensure fairness for all customers, Nuknead reserves the right to refuse returns or refunds in cases of:

  • Excessive return behavior
  • Suspected fraud or abuse
  • Unreasonable repeated refund requests

16. Warranty (2 Years)

All Nuknead products are covered by a 2-year manufacturing warranty.

Covered issues include:

  • Foam deformation (non-normal wear)
  • Heating or massage motor failure
  • Electrical malfunction
  • Manufacturing defects

Not covered:

  • Misuse
  • Accidental damage
  • Water damage
  • Normal wear and tear

Solutions:

  • Replacement
  • Repair
  • Refund (if applicable)

17. Customer Support

We are always here to help.

Contact:
📩 support@nuknead.com

Response time:
24–48 business hours (Monday–Friday)

POLICY INTENT

This policy is designed to:

  • Protect customers fairly
  • Ensure product quality standards
  • Prevent abuse and fraud
  • Maintain long-term sustainable pricing

By placing an order with Nuknead, you agree to the terms above.