Terms of service
Last updated: November 2025
These Terms of Service ("Terms") govern your access to and use of nuccasleep.com (the "Site") and any purchases made through the Site. By placing an order or using our Site, you agree to be bound by these Terms.
If you do not agree with any part of these Terms, please do not use our Site.
1. About Us
This Site is operated by:
Nouva Company Limited ("Nucca", "we", "us", "our") 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom Email: help@nuccasleep.com
A private company limited by shares, registered in England and Wales.
2. Eligibility
To place an order on our Site, you must:
- Be at least 18 years old, or have the consent of a parent or legal guardian
- Have the legal capacity to enter into a binding contract
- Provide accurate, complete, and current information during checkout
We reserve the right to refuse service, cancel orders, or terminate accounts at our reasonable discretion, including where we suspect fraud, abuse, or violation of these Terms.
3. Products
Product information. We make every effort to display our products accurately, including colors, materials, and dimensions. However:
- Product images are for illustration purposes — the actual product may vary slightly in color or appearance due to screen settings, lighting, or production batch
- Minor variations in size, weight, or finish are normal and do not constitute a defect
- All product descriptions, specifications, and prices are subject to change without prior notice
Availability. All offers are subject to product availability. If a product is out of stock after you place an order, we will notify you and either offer a replacement, hold your order until restock, or refund you in full.
Health claims. Our products are designed to support comfortable sleep and proper neck alignment. They are not medical devices and are not intended to diagnose, treat, cure, or prevent any medical condition. If you have a specific medical concern, consult a qualified healthcare professional before using our products.
4. Orders and Acceptance
Placing an order. When you place an order through the Site, you are making an offer to purchase the products at the prices listed.
Order confirmation. You will receive an email confirming receipt of your order. This confirmation does not constitute acceptance of your order — it confirms we have received it.
Acceptance. A binding contract is formed only when we dispatch the products and send you a shipping confirmation email. Until that point, we may decline or cancel your order for any reason, including:
- Product unavailability
- Pricing or description errors
- Suspected fraud or unauthorized payment
- Inability to deliver to your address
- Violation of these Terms
Order limits. We reserve the right to limit the quantity of products you can purchase in a single order or within a given period.
5. Prices and Payment
Prices. All prices are displayed in the currency selected at checkout. Prices include applicable VAT or sales tax where required. Shipping costs (if any) are calculated and shown at checkout before you complete your purchase.
Pricing errors. Despite our best efforts, occasional pricing errors may occur. If we discover an error in the price of a product you have ordered, we will notify you and give you the option to:
- Confirm the order at the corrected price, or
- Cancel the order for a full refund
We are not obligated to deliver products at an incorrect price, even after an order confirmation email has been sent.
Payment methods. We accept payments through Shopify Payments (credit and debit cards) and Klarna (buy now, pay later). All payment information is processed securely by our payment providers — we do not store full card details.
Authorization. By submitting payment information, you confirm that you are authorized to use the payment method and that the information is accurate. If your payment is declined, your order will not be processed.
Currency conversion. If you pay in a currency different from your card's billing currency, your bank may apply conversion fees that are outside our control.
6. Shipping and Delivery
Shipping terms, delivery times, and related conditions are set out in our Shipping Policy, which forms part of these Terms.
Risk of loss. Risk of loss or damage passes to you when the carrier delivers the package to the address you provided.
Incorrect addresses. Providing an accurate shipping address is your responsibility. If a package is undeliverable, refused, or returned due to an incorrect address, the conditions in our Refund Policy apply.
7. Returns and Refunds
Return and refund conditions are set out in our Refund Policy, which forms part of these Terms.
Our standard policy includes a 30-night trial guarantee. Customers also have any non-waivable statutory rights under applicable consumer protection law in their country of residence — these rights are not affected by our policy.
8. Use of the Site
When using our Site, you agree not to:
- Use the Site for any unlawful purpose
- Attempt to gain unauthorized access to any part of the Site or its systems
- Interfere with the Site's operation (e.g., through bots, scrapers, denial-of-service attempts)
- Reproduce, copy, sell, or commercially exploit any part of the Site or its content without our written permission
- Use the Site to transmit malware, spam, or harmful code
- Place orders using false identity or stolen payment information
- Engage in chargeback fraud or abuse of our return policy
Violation of these terms may result in order cancellation, account termination, and — where applicable — legal action.
9. Intellectual Property
All content on the Site — including text, images, logos, product photography, designs, videos, and the name "Nucca" — is owned by Nouva Company Limited or licensed to us, and is protected by copyright, trademark, and other intellectual property laws.
You may not copy, reproduce, distribute, modify, or create derivative works from any content on the Site without our prior written consent, except for personal, non-commercial use of pages you have legitimately accessed.
User-submitted content (such as reviews or testimonials) remains the property of the user, but by submitting it, you grant Nucca a non-exclusive, royalty-free, worldwide license to use, display, and reproduce that content for marketing and operational purposes.
10. Limitation of Liability
To the maximum extent permitted by law:
- The Site and products are provided "as is" and "as available", without warranties of any kind beyond those expressly stated in these Terms or required by law
- We are not liable for indirect, incidental, consequential, or special damages, including loss of profits, data, or use, arising from your use of the Site or our products
- Our total liability for any claim related to a product is limited to the price you paid for that product
- We are not responsible for delays or failures caused by events outside our reasonable control, including but not limited to: natural disasters, strikes, supplier failures, customs delays, internet outages, or government action
Nothing in these Terms limits or excludes our liability for:
- Death or personal injury caused by our negligence
- Fraud or fraudulent misrepresentation
- Any liability that cannot be excluded under applicable law
Note for consumers: If you are purchasing as a consumer, you have statutory rights under your local consumer protection law that may not be limited by these Terms.
11. Indemnification
You agree to indemnify and hold harmless Nouva Company Limited, its directors, employees, and partners from any claim, loss, or expense (including reasonable legal fees) arising from:
- Your breach of these Terms
- Your misuse of the Site
- Your violation of any law or third-party rights
12. Third-Party Services
Our Site may contain links to or rely on third-party services (such as payment processors, shipping carriers, or analytics providers). We are not responsible for the content, policies, or practices of third-party services. Your use of those services is governed by their own terms and privacy policies.
13. Modifications to These Terms
We may update these Terms from time to time to reflect changes in our practices, technology, legal requirements, or business operations. The "Last updated" date at the top shows when these Terms were last revised.
Material changes will be communicated by email (where you have provided one) or by a notice on our Site. By continuing to use the Site after changes take effect, you accept the updated Terms.
14. Termination
We may suspend or terminate your access to the Site at any time, without notice, if we believe you have violated these Terms or applicable law. Upon termination:
- Pending orders may be cancelled (at our discretion)
- Any provisions of these Terms that by their nature should survive termination — including intellectual property, limitation of liability, indemnification, and dispute resolution — will continue to apply
15. Governing Law and Disputes
These Terms are governed by the laws of England and Wales, without regard to conflict-of-law principles.
Dispute resolution.
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Direct contact first. If you have a complaint or dispute, please contact us at help@nuccasleep.com so we can try to resolve it informally. Most disputes can be resolved this way within a few business days.
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Formal complaint. If informal resolution is not successful, you may submit a formal written complaint. We will acknowledge receipt within 5 business days and respond substantively within 30 days.
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Jurisdiction. Any unresolved disputes will be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer protection law in your country of residence requires otherwise.
For EU consumers: You also have the option of using the European Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr
16. General Provisions
Entire agreement. These Terms, together with our Privacy Policy, Refund Policy, Shipping Policy, and any other policies posted on the Site, constitute the entire agreement between you and Nucca regarding your use of the Site.
Severability. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
No waiver. Our failure to enforce any right or provision of these Terms does not constitute a waiver of that right.
Assignment. You may not transfer or assign any rights under these Terms. We may transfer our rights and obligations under these Terms to a third party (for example, in the event of a sale or restructuring), provided your rights under these Terms are not affected.
Language. These Terms are written in English. Any translation is provided for convenience only; the English version prevails in case of conflict.
17. Contact
For any questions about these Terms:
Nouva Company Limited 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom Email: help@nuccasleep.com Response time: within 2 business days