Returns & Exchanges

Effective date: [[ date of publication ]]
Version: 1.0

1. Which orders this covers

This policy applies to orders placed directly on nudori.com.

Orders placed on Amazon or TikTok Shop follow that platform’s return process, window, labels, charges and buyer protections. Nudori’s website settings, including the return-label charge below, do not automatically apply to a marketplace order. Section 19 explains where to go.

If you are not sure which applies, look at your order confirmation email: it names the channel the order was placed on. An advertisement or a creator link that sent you to nudori.com does not make it a marketplace order.

2. Your return window

You have 21 calendar days from the date your order is delivered to start a return. We use the delivery date rather than the order date deliberately. A parcel that takes a week to reach you should not take a week out of your window.

Once we approve the return, post it back within 14 calendar days using the prepaid label we email you. The label carries a send-by date. After that date it stops working and the return expires. If something gets in the way, tell us before the date and we will help. A return that arrives well outside these periods may be refused or accepted in part. We will always tell you before we do either and section 22 still applies.

3. How to start a return

1. Open the returns page at nudori.com/returns/start. You need your order number and the email address you ordered with. No account required.
2. Pick the itemsyou want to send back, tell us why and what condition they are in. If something is faulty or wrong, choose that reason rather than “changed my mind”. It means a refund to your card rather than store credit and you are not charged for the return.
3. We review and approve. You will get an email with your return number (RMA), a prepaid label and the date to post it by. Please wait for it. An unannounced parcel is hard to match to an order.
4. Pack the items, only the items on the return, in their original packaging and with tags where you still have them, include everything that came with them, put a slip with your return number inside and attach the label.
5. Post it within 14 days and keep the drop-off receipt until your return is closed.
6. We check every item when it arrives (section 17), then issue your store credit, refund or replacement. You can follow each step on your return page.

Signed in? Your orders under My accounthave a “Return items” link that fills in the order for you.

Prefer email? Write to support@nudori.com with your order number and the items concerned and we will set the return up for you.

Please do not post a return to the address printed on the parcel you received unless we have confirmed that is the right address. Fulfilment addresses and return addresses are often different and a parcel sent to the wrong one can be refused or lost.

4. Condition required, by product

Because our products are worn against the skin and several of them are adhesive, what counts as “returnable” depends on the item. Here is the rule for each, for a change-of-mind return.

We check returns when they reach us. If an item does not meet the condition above, we will contact you with what we found and your options before we do anything. See section 17.

5. Hygiene seals and why they matter

Anything designed to sit against the breast or nipple cannot be resold once it has been opened or worn. That is not a commercial preference. It is basic hygiene and it is why every brand in this category restricts change-of-mind returns on these items.

What this means for you in practice:

• Check the size guide and the product description before you open a sealed item.
• You can open the outer mailer and look at the sealed product without losing your right to return it.
• Once a seal or adhesive liner is broken, that item is no longer eligible for a change-of-mind return, even if it turns out not to suit you.
• This restriction never applies to a product that is damaged, defective, wrong, incomplete, unsafe or materially different from how we described it. In those cases, section 11 applies and the seal is irrelevant.

6. What cannot be returned

• Items clearly marked Final Sale on the product page before you bought them. A discount alone does not make something final sale. It has to say so.
• Opened or used hygiene-sensitive items, as described above.
• Gift cards. [[ If gift cards are sold. ]]
• Free gifts and promotional items received with an order, although if you return the qualifying order, we may ask for the free item back or deduct its value. [[ Confirm which. ]]
• Items bought from a retailer or reseller other than nudori.com or our authorised marketplace shops. Take those back to where you bought them.

7. What a return costs

The $4.99 is charged per return shipment, not per item. Send three things back in one parcel and you pay it once. There is no restocking fee.

If a return brings your order below a free-shipping threshold you originally qualified for, we may deduct the shipping you would have paid. We will show you that deduction before it is applied.

If you would rather arrange your own return postage, tell us. We will confirm the address and the conditions. You would be responsible for the cost and for proof of posting.

8. Exchanges and size swaps

When you start a return you can ask for a different size or color of the same item instead of a refund, if it is in stock. Choose that option on the return form and we will show you any price difference before you commit.

How it works:

• We check the item you send back and only despatch a replacement for what arrives in eligible condition.
• Postage on the replacement is free.
• If the replacement costs less, we refund the difference to your original payment method. If it costs more, we email you a link to pay the difference and hold your size until you do.
• Nothing is charged and no stock is reserved, before your parcel reaches us. If your size sells out in the meantime we will tell you and settle the return as store credit or a refund instead, following section 9.
• An exchanged item can still be returned for a refund, but it cannot be exchanged a second time. For anything else, return it and place a new order.

If you need a different product rather than a different size of the same one, the simplest route is a refund plus a new order. It is faster than waiting for us to process a swap.

9. Store credit and refunds

We check returns on arrival and email you the outcome either way. What you get back depends on why the item is coming back:

• Fit or change of mind (too small, too large, changed your mind): we issue store credit for the items that pass our check, less the $4.99 return label.
• Our fault (faulty, arrived damaged, wrong item, not as described): we refund your original payment method and the return postage is free.

How store credit works. It comes as a code (it looks like CR-XXXX-XXXX) in your email, on your return page and under My account → Store credit if you have an account. Enter it in the discount code box at checkout. It is valid for 12 months from the date we issue it, can be spent in part over as many orders as you like (whatever is left stays on the code) and only works with the email address or account the original order was placed with. One store credit code can be used per order. Store credit is not a gift card, cannot be transferred and cannot be exchanged for cash. If you cancel an order you paid for with store credit, the credit goes back on your code.

Timing. We issue store credit or start a refund within 5 business days of receiving and checking the items. For a refund, your bank or card issuer then takes its own time to post the money, usually 5–10 working days and outside our control. Where the law requires a faster refund, that deadline applies instead of ours.

Where refunds go. Refunds are issued to the original payment method. If that method has expired or closed, we will work with you and your payment provider on an alternative. Purchases made with a gift card are refunded to that gift card or an equivalent replacement, unless the law says otherwise. Where you are owed a refund (a faulty or wrong item, an order we could not fulfil, a cancellation) we never substitute store credit for it.

Part of a return. We may credit or refund less than the full amount where only part of a return passes our check, where an item comes back damaged by something other than a manufacturing fault or where the return-label charge or a forfeited shipping benefit applies. We will always explain the arithmetic and give you a way to query it.

10. Gifts

[[ Confirm whether gift receipts and gift returns are supported at launch. ]]

If you received a Nudori item as a gift and it is not right for you, contact support@nudori.comwith the order number from the gift receipt or the sender’s name and email. Subject to the same window and condition rules as any other return, we can normally arrange [[ a store credit to you / a refund to the original payment method ]]. We will not tell the sender what you returned unless you ask us to, although a refund to their card will show on their statement.

11. Damaged, defective, wrong or missing items

This is a different situation from changing your mind and we treat it differently. Hygiene seals, final-sale labels and the 21-day change-of-mind window do not limit your rights when the fault is ours.

Contact support@nudori.com as soon as you can with:

• your order number
• what is wrong, damaged in transit, a manufacturing fault, the wrong item or size, a missing item or something materially different from the description
• photographs of the product and its packaging if they help show the problem.

We never ask for intimate photographs of you and you should never send them. A photograph of the product alone is enough for us to assess a fault. If anyone claiming to represent Nudori asks you for anything else, stop and report it to us.

Please keep the item and its packaging until we have told you what to do next. Do not keep using a product that appears unsafe. Depending on the problem and the law, the remedy may be a replacement, a repair where that makes sense or a refund to your original payment method (never store credit), with return postage on us and sometimes we will simply send a replacement and tell you not to bother returning the original.

There is no 24- or 48-hour reporting trap on this page. Tell us promptly so we can investigate while the evidence is fresh, but missing an arbitrary deadline does not automatically extinguish a right you have by law.

12. If your skin reacts

Adhesive products sit against the skin and a small number of people react to any adhesive. If you have a reaction:

• Remove the product following the supplied instructions. Do not pull it off forcibly.
• Stop using it and seek medical advice if the reaction is severe, spreading or does not settle.
• Contact us with your order number and tell us what happened. [[ Decide the remedy: refund, replacement with a different product or case-by-case. ]]

Please tell us even if you do not want anything from us. Reports of reactions are how we and our manufacturer find a problem with a batch.

13. Parcels that never arrive

If tracking shows delivered but the parcel is not there or tracking has stopped moving, contact support@nudori.com with your order number. We will open an investigation with the carrier and tell you what we find and what happens next. Our Shipping & Delivery Policy sets out the timings and the claim process.

A carrier’s “delivered” scan is evidence, not proof and it does not by itself end our responsibility for an order you never received. Buying optional shipping protection, if we offer it, is never a condition of getting a remedy we owe you anyway.

14. Cancelling or changing an order

You can cancel an order yourself until we start packing it. If you ordered while signed in, open the order under My account → Ordersand choose “Cancel order”. If you checked out as a guest, open the order’s tracking page from your confirmation email (or track an order) and cancel it there with the email you ordered with.

Your money goes back the way it came, in full. If your card had only been authorised, we release the hold and nothing is taken. If you had already been charged, we refund your original payment method. Banks usually take 5–10 working days to show it. Any store credit you used goes back on your code. A cancellation before dispatch is never turned into store credit.

Once packing has started the cancel button disappears, because the order is already moving through the warehouse. Email support@nudori.com straight away and we will try to stop it, but we cannot promise to. Once it has shipped it can no longer be cancelled. Wait for it to arrive and start a return (sections 3 and 9) or contact us if something is wrong.

To change an order (the address, a size, an item), email support@nudori.com as quickly as you can with your order number. Your change is only effective when we confirm it.

Nothing in this section affects a cancellation right that arises because we missed a shipping promise. See the Shipping policy.

15. Price adjustments

[[ Include only if we offer this. ]] If an item you bought goes on sale within [[ ? ]] days of your order, contact us and we will refund the difference to your original payment method. One adjustment per item. Excludes items bought with another discount and excludes clearance.

16. Alaska, Hawaii, territories, APO/FPO and outside the U.S.

[[ Complete once shipping destinations are confirmed. See the Shipping policy. ]]

Returns from Alaska, Hawaii, U.S. territories and military addresses follow the same window and condition rules, but return labels and transit times differ. Contact us before posting anything so we can send the right label.

Orders shipped outside the United States: [[ do we ship internationally at all? If so, who pays return shipping and duties? ]]

17. Quality check, refusals and appeals

Every returned item is checked by hand when it arrives. Your return page shows “received, quality check pending” while that happens, then the result for each item. Occasionally an item needs a second look from a supervisor, which can add a day or two.

Items that pass are credited, refunded or swapped as described above. Items that do not pass receive no store credit or refund. If a return arrives that does not meet this policy, outside the window, seals broken on a hygiene item, worn, washed, missing components or an item we never sold. We will:

1. email you with what we found, including a photograph where it helps
2. offer to send the item back to you at [[ our cost / your cost ]] or hold it for 30 days while you decide
3. where you ask us to or where you do not respond within that time, dispose of or donate it responsibly. [[ Confirm the disposal rule. ]]

We will not quietly keep an item and refuse a refund without telling you.

Appeals. If we decline a return and you think we got it wrong, you can appeal once, from your return page. Tell us what happened and a different member of the team will look again and email you the outcome.

Returns that are never posted. If the parcel is not posted by the send-by date on your label, the return expires and the label stops working. You can also cancel a return yourself from your return page at any time before you post it. If you still want to send it back after it has expired, contact us.

18. Fair use of this policy

This policy is written to be generous and it depends on being used in good faith. Where a pattern of returns is clearly inconsistent with ordinary personal use, for example serial ordering and returning of worn items or returns of products we did not sell, we may decline future orders or limit return options for that account. We will tell the customer before we do and we will not use this paragraph to avoid an obligation we owe under the law.

19. Amazon and TikTok Shop orders

Please do not send a marketplace order back to our website return address. It will not be matched to your platform order and it can delay your refund. If a platform tool is not giving you what you need, contact us and we will help inside that platform’s process.

An item marked non-returnable or final sale on a marketplace is not a reason for us to ignore a report of a damaged, defective, unsafe or materially different product. Tell us or tell the platform and it will be dealt with.

20. Payment disputes and chargebacks

If something has gone wrong, please talk to us first. We can almost always resolve it faster than a bank dispute, which can take weeks and locks the money up while it runs. Contacting us is never a precondition to your right to dispute a charge with your bank.

21. Holiday and extended windows

[[ Include only if we run one. ]] Where we extend the return window for a holiday period, the extension, its dates and its conditions are published with the offer. An expired extension is removed from this page rather than left behind, if you ordered during an extension, the terms shown at the time still apply to your order.

22. Your legal rights

Nothing on this page takes away a right you have under federal or state consumer-protection law. In particular:

• the condition and window rules above govern change-of-mind returns, not faulty, unsafe, wrong or undelivered goods
• where we owe you a refund by law, we will not substitute store credit without your agreement
• the rules that apply when we miss a shipping promise are set out in the Shipping & Delivery Policy
• your rights may be broader in the state where you live.

23. Contact and return address

Returns portal: nudori.com/returns/start
Email: support@nudori.com
Telephone: +1 (929) 248-4403
Support hours: [[ days, hours, time zone ]]
Return address: [[ only send returns here once we confirm it on your authorisation email ]]