Refund policy
Last updated: 13 July 2026
General information
This Shipping Policy applies to orders placed by consumers through the getnuku.com online store.
The seller is:
Sleep Better Oy
Business ID: 3421917-4
Customer service: help@getnuku.com
Online store: getnuku.com
30-day satisfaction guarantee and trial guarantee
In addition to the statutory right of withdrawal, Nuku provides a voluntary 30-day trial guarantee for nasal strips and mouth tapes purchased through getnuku.com.
The customer may open the product package and test a reasonable number of products.
To use the trial guarantee, the customer must email help@getnuku.com within 30 days of receiving the product.
A refund is available only for returned individual products that are:
- unused;
- intact;
- clean;
- untouched; and
- kept in any original hygiene-protective packaging.
Used nasal strips or mouth tapes will not be refunded.
The refund is calculated according to the number of unused individual products returned. The unit price is calculated based on the amount actually paid for the relevant product package after any discounts.
Example
If the customer purchases a package containing 31 nasal strips for EUR 29.99 and uses five strips, the remaining 26 unused strips may be returned.
The price of one strip is approximately EUR 0.97, making the refund:
26 × EUR 0.97 = EUR 25.15.
The customer is responsible for return shipping costs under the trial guarantee.
The returned products must be sent within 14 days after the customer has notified us that they wish to use the trial guarantee.
Where the trial guarantee is used after the statutory 14-day withdrawal period has ended, the original delivery charges will not be refunded.
The trial guarantee does not limit the customer’s statutory rights in relation to defective or non-conforming products.
Sleep Better Oy may refuse the voluntary trial guarantee where it is used fraudulently, repeatedly or in another manner that is clearly inconsistent with its intended purpose.
🇪🇺 Statutory 14-day right of withdrawal
Consumers have the right to withdraw from a distance sales contract without giving a reason within 14 days of receiving the goods.
The customer must notify us clearly of the withdrawal within 14 days of receiving the goods by:
- using the electronic cancellation function available through the online store; or
- emailing help@getnuku.com.
The withdrawal notification must include:
- the customer’s name;
- the order number;
- the products being returned; and
- the customer’s contact details.
The customer does not need to provide a reason for the withdrawal.
Merely returning the goods or failing to collect the parcel is not sufficient notice of withdrawal.
The products must be sent back no later than 14 days after the withdrawal notification has been made. The customer is responsible for the direct cost of return shipping unless the return concerns an incorrect, defective or damaged product.
The customer may examine the goods in the same way as would normally be possible in a physical store. If the customer handles or uses the goods beyond what is necessary to establish their nature, characteristics and functioning, the customer may be responsible for any resulting reduction in value.
The statutory right of withdrawal does not apply to a sealed product where the seal has been opened and the product is no longer suitable for return for health-protection or hygiene reasons.
This restriction does not prevent the customer from using Nuku’s voluntary 30-day trial guarantee under the conditions described below.
How to make a return
Do not send a return before contacting our customer service team.
Email help@getnuku.com and provide:
- the order number;
- your name and contact details;
- the products and quantities being returned; and
- the reason for the return where the return is based on the trial guarantee or a product defect.
We will provide the return address and more detailed return instructions in our reply.
Pack all returned products carefully. The customer remains responsible for the return until it has been received by us.
We recommend using a tracked delivery service and retaining the shipping receipt for at least three months.
We do not accept returns sent cash on delivery or by any other method requiring the recipient to pay the shipping charges.
💰 Refunds
Refunds under the statutory right of withdrawal
We will refund all payments due under the statutory right of withdrawal without undue delay and no later than 14 days after receiving the withdrawal notification.
We may withhold the refund until we have received the returned goods or the customer has provided evidence, such as a shipping receipt, showing that the goods have been sent back.
Refunds will be made using the same payment method used for the original transaction unless another method is expressly agreed with the customer. No separate fee will be charged for processing the refund.
Where the entire order is withdrawn under the statutory 14-day right of withdrawal, we will also refund the delivery charge corresponding to the least expensive standard delivery method offered by the online store.
If the customer selected a delivery method that was more expensive than the least expensive standard delivery option, the additional delivery cost will not be refunded.
Where only part of an order is returned and the customer keeps other products from the order, the original delivery charges will not be refunded.
Refunds under the trial guarantee
Under the trial guarantee, we will refund the value of the unused products returned by the customer.
Once the return has been received and inspected, we will notify the customer whether the refund has been approved. An approved refund will be made to the original payment method.
Processing by the customer’s bank, credit card provider or payment service provider may affect when the refund appears in the customer’s account.
🛠 Damaged, defective or incorrect products
Please inspect the order as soon as reasonably possible after delivery.
If a product is damaged, defective or incorrect, or if the customer receives the wrong product, the customer should email help@getnuku.com.
Please include:
- the order number;
- your name and contact details;
- a description of the issue; and
- where possible, clear photographs of the product, its packaging and any transport damage.
We will handle the complaint as soon as reasonably possible.
Where a product is defective or incorrect, we will primarily seek to remedy the issue, for example by providing a replacement product. The customer will not be required to pay the return costs for an accepted damaged, defective or incorrect product.
Nothing in this section limits the customer’s statutory consumer rights.
🔁 Exchanges
We do not offer direct product exchanges.
The simplest way to exchange a product is to:
- return the original product in accordance with this Policy; and
- place a new order for the preferred product.
The new order will be charged and processed as a separate order.
⚖️ Disputes and applicable law
These terms are governed by Finnish law.
This choice of law does not deprive the customer of any mandatory consumer protection rights available under the laws of the customer’s country of residence.
If a dispute cannot be resolved with our customer service team, a consumer residing in Finland may contact the Consumer Advisory Services of the Finnish Competition and Consumer Authority.
The consumer may subsequently refer the matter to the Finnish Consumer Disputes Board. Before referring a matter to the Consumer Disputes Board, the consumer should first contact the Consumer Advisory Services.
💬 Customer service
For questions concerning an order, delivery or return, please contact: