Returns Policy

NurovaSleep — Returns & Refunds Policy

 

At NurovaSleep, your satisfaction is our priority. We stand behind our NurovaSleep Baby Sleep Machine and every product we continue to sell. If something isn't right with your order, we're here to make it right.

How to Contact Us

For all return and refund requests, please email us at: 

info@product-vault.com

Please include your order number, a description of the issue, and photos or video where applicable. We aim to respond within 1–2 business days.

Returns Window

You have 30 days from the date of delivery to contact us regarding a return, refund, or replacement request.

Damaged or Defective Items

If your white noise machine arrives damaged or defective, we've got you covered:

  • Fully damaged items: We offer a full refund or free replacement — no return required. Simply email us with photos or a short video showing the damage.

  • Partially damaged items: We offer a partial refund or replacement depending on the extent of the damage.

Please note: minor cosmetic imperfections to outer packaging caused by transit do not qualify for a refund, as the product inside is unaffected.

Incorrect or Missing Items

We take quality control seriously. If you receive the wrong item or something is missing:

  • Wrong item received: Full refund or free replacement

  • Missing parts that affect how the product works: Free replacement sent

  • Missing accessories (e.g. power cable, manual): Replacement part sent at no charge

Order Not Received

If your tracking shows your order is still in transit after the following timeframes from dispatch, please contact us:

  • UK & Europe: 30 days

  • USA: 45 days

  • All other countries: 60 days

Please note: If your tracking shows the order has been marked as delivered, we are unable to issue a refund unless you provide an official non-delivery certificate from your local post office.

Order Cancellations

We can offer a full refund on cancellations made before your order has been processed and dispatched. Once your order has shipped, it cannot be cancelled, but you may still be eligible for a return under the terms above.

Change of Mind Returns

We understand that sometimes a product isn't quite what you expected. For change-of-mind returns:

  • The item must be unused, in its original packaging, and in resaleable condition

  • You must contact us within 30 days of delivery

  • Return shipping costs are the customer's responsibility

  • Once we confirm the return, a refund will be issued to your original payment method within 5–10 business days

Non-Returnable Situations

We're unable to process refunds or returns in the following cases:

  • The buyer simply changed their mind after the return window has passed

  • The shipping address provided at checkout was incorrect

  • The package was unclaimed at the local post office and returned to sender

  • Delays or damage caused by circumstances beyond our control (e.g. extreme weather, customs delays, international situations)

Refund Processing

All approved refunds are issued to your original payment method within 5–10 business days of approval. You'll receive a confirmation email once your refund has been processed.

NurovaSleep is a trading name. We partner with trusted international fulfilment suppliers to deliver your orders. For any questions, contact us at info@product-vault.com