Refund policy

Last updated: November 2025

At Nucca, we want you to sleep better — and we stand behind every pillow we ship. If your Nucca isn't right for you, we make returns simple and fair.

1. 30-Night Trial Guarantee

You have 30 nights from the delivery date to try your Nucca pillow at home. If you're not fully satisfied, you can return it for a refund or store credit.

Normal use during the trial period is encouraged — that's the whole point of the guarantee.

2. Return Conditions

To be eligible for a return:

  • The return must be requested within 30 days of delivery
  • The product must be in reasonable condition, without intentional damage or excessive soiling
  • Original packaging is preferred but not required
  • Proof of purchase (order number) is mandatory
  • Pre-approval is required — see "How to Return" below

We reserve the right to decline returns that show signs of abuse, intentional damage, or contamination beyond normal use.

3. How to Return

  1. Email us at help@nuccasleep.com with your order number and reason for return
  2. We respond within 2 business days with approval and the return shipping address
  3. Ship the product to the address provided, using a tracked shipping method
  4. Once received and inspected, your refund is processed within 5 business days

⚠️ Returns sent without prior approval cannot be accepted or refunded.

4. Refund Options

Once your return is approved, you choose:

🅐 Full refund to your original payment method Processed within 5 business days after we receive and inspect the product. Your bank may take an additional 3–5 business days to credit your account.

🅑 Store credit + 10% bonus Receive the full purchase amount as a digital gift card, plus an extra 10% bonus credit to spend on your next order.

5. Return Shipping Costs

Return shipping is the customer's responsibility, except when:

  • The product arrived damaged or defective
  • The wrong item was sent

In those cases, we cover the cost (see Section 6).

6. Damaged or Defective Items

If your Nucca arrives damaged, defective, or incorrect, contact us within 7 days of delivery at help@nuccasleep.com with:

  • Your order number
  • Clear photos of the product and packaging
  • A brief description of the issue

You don't need to ship the item back. We'll send a replacement free of charge or issue a full refund — your choice.

7. Refused or Undeliverable Packages

If a package is refused at delivery, not collected from a pickup point, or returned due to an incorrect address provided by the customer:

  • A $15 USD handling fee will be deducted from any refund issued
  • If you'd like the package reshipped, a flat reshipping fee of $15 USD applies
  • If the carrier disposes of the package before returning it to us, we cannot issue a full refund. In those cases, a goodwill refund of up to 20% of the order value may be offered

Providing a correct shipping address is the customer's responsibility.

8. Order Changes & Cancellations

  • Orders can be modified or cancelled only before they are shipped
  • Once a tracking number is generated, changes or cancellations are no longer possible
  • If you no longer want the product after shipping, please follow the standard return process above

9. Non-Returnable Items

The following are not eligible for return:

  • Products returned after the 30-day trial window
  • Items with intentional damage or excessive soiling beyond normal trial use
  • Personalized or custom-made products (where applicable)

Note on new product scent: Memory foam may have a slight odor when first unpacked. This is a normal result of the manufacturing process and typically fades within 24–72 hours of airing out the pillow. This is not considered a defect.

10. Return Address

The return address is provided by email after your return request is approved. Please do not ship returns without prior approval — packages sent to any other address cannot be accepted or refunded.

Our registered business address (not for returns): 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom

11. Contact

Email: help@nuccasleep.com Response time: within 2 business days

We're here to help. If anything in this policy is unclear or you'd like a different solution, reach out — in many cases we can offer alternatives that work better for both sides.