Returns & Refunds

1. The 30-night money-back guarantee

We give you 30 nights to sleep with your NightVeil mask, counted from the day your order is delivered. If it's not right for you — the fit isn't comfortable, the weight isn't your thing, or you simply changed your mind — you get the full purchase price back. No interrogation, no restocking fees, no fine print that takes it all back.

Opened and used products are explicitly covered. We want you to actually sleep with the mask for weeks — that's the whole point of the guarantee. A sleep product you can't try while sleeping would be a strange promise.

2. How to start a return or refund

Email info@nightveilmask.com with your order number (it's in your confirmation email) and a sentence about what didn't work — that last part just helps us make the product better. We reply within 1 business day with the next steps. That's the entire process: no return portals, no forms, no phone queues.

3. Do I need to ship anything back?

Usually not. For most guarantee claims we simply refund you and let you keep or donate the product — shipping a used sleep mask across the country twice helps nobody, least of all the planet.

If we do ask for the product back (for example with 2-pack orders or suspected abuse), returns are free: we email you a prepaid return label, so you never pay return shipping.

4. Refund processing & timing

Once your refund is approved — which for guarantee claims is immediate after our reply — we issue it within 5 business days to your original payment method via Stripe.

Depending on your bank or card issuer, it can take an additional 3–10 business days before the amount appears on your statement. If 15 business days have passed since our approval and you see nothing, check with your bank first, then email us and we'll trace the refund with Stripe.

5. Damaged, defective or incorrect orders

If your order arrives damaged, is missing items (for example the pouch or earplugs from a Travel Set), or is the wrong color or product entirely: email info@nightveilmask.com with a photo of what you received. We ship a free replacement or issue a full refund — your choice — and you never pay for our mistake. Please report visible transit damage within 14 days of delivery so we can also claim it with the carrier.

6. Lost packages

If your tracking hasn't moved for 10+ days or marks the package delivered while nothing arrived: contact us. We first check with the carrier (packages are sometimes scanned a day early or left with a neighbor), and if it's genuinely lost we reship for free or refund in full. You will never be left holding the bag for a lost shipment.

7. Cancelling or changing an order

Need to cancel or fix an address typo? Email us as fast as you can. We hand orders to fulfilment within 1–3 business days — before that moment we can cancel or adjust freely. Once a package has shipped we can no longer intercept it, but the 30-night guarantee still applies the moment it arrives, so you're never stuck.

8. Exchanges

We keep it simple: instead of a formal exchange process, we refund your original order under the guarantee and you place a new order for the variant you actually want (for example Deep Navy instead of Midnight Black, or the Travel Set instead of the single mask). If the swap is our fault — wrong item shipped — we send the correct product free of charge, no new order needed.

9. Fair use

The guarantee exists so you can try NightVeil risk-free, and we honour it generously. We only reserve the right to refuse claims in cases of clear abuse — such as repeated claims across many orders. This protects honest customers: it's what keeps the no-questions-asked policy sustainable.

10. Contact

All returns, refunds and delivery issues: info@nightveilmask.com. Include your order number for the fastest help. We reply within 1 business day, usually much faster.