Refund policy
Last updated: 30 October 2026
General information
This Refund 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
Product prices include applicable value-added tax unless otherwise stated. The customer is bound by the terms in force at the time the order is placed.
An order confirmation is sent to the email address provided by the customer after a successful order. The confirmation shows the products ordered, their prices and the delivery method selected.
If an order contains an obvious price, stock or technical error, we will contact the customer. The order may be cancelled where necessary, in which case any payments made by the customer will be refunded.
60-night trial guarantee
In addition to the statutory right of withdrawal, Nuku provides a voluntary 60-night trial guarantee for nasal strips and mouth tapes purchased through getnuku.com.
You can test the products for 60 days from the day you receive them. If you are not satisfied, you get your money back.
You may open the product package and try the products.
How to use the trial guarantee
- Email help@getnuku.com within 60 days of receiving the products. Include your order number and say that you want to use the trial guarantee.
- We will reply and tell you whether any products need to be returned. If they do, our reply will include the return address and instructions.
If we ask you to return products, you are responsible for the return shipping costs. The products must be sent within 14 days after we have given you the return instructions.
If you want to return the products within 14 days of receiving them, you may also use the statutory right of withdrawal (see below).
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 60-night trial guarantee under the conditions described above.
How to make a return
Always contact our customer service team first. Do not send a return until you have received a reply from us.
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 a product defect. Giving a reason is optional under the trial guarantee.
In our reply we will tell you whether any products need to be returned. If they do, the same message will include the return address and detailed return instructions. Do not send a return to any address other than the one you receive from customer service.
You do not need to include a packing slip with your return. Clearly mark the order number on the return package so that we can identify it.
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 price you paid for the products, after any discounts.
Delivery charges you paid are not refunded under the trial guarantee. Refunds of delivery charges under the statutory right of withdrawal are described above.
We will make the refund within 14 days after we have received the return. Where no return is needed, we will make the refund within 14 days after we have confirmed the refund to you.
The 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: