This Refund & Return Policy applies to all purchases made through www.napnestpouch.com and should be read carefully alongside our Terms of Service. The purpose of this Policy is to clearly outline your statutory rights and our operational procedures regarding returns, replacements, refunds, and delivery-related issues.
- Company Information
Brand Name: Napnestpouch
Operating Company: BED STUDIO LIMITED
Company Number: 9432803
NZBN: 9429053704931
Official Website: www.napnestpouch.com
Customer Support Email: pillow@napnestpouch.com
Corporate Telephone: +64 277224551
- Registered & Return Address
To ensure proper inventory management and safe processing, all authorized returns must be directed to our physical corporate facility:
Mailing & Return Address:
BED STUDIO LIMITED
36 Erne Crescent, East Tamaki, Auckland, 2016, New Zealand
- Right of Withdrawal (EEA and UK Consumers Only)
Consumers located within the European Economic Area (EEA) and the United Kingdom possess the statutory right to withdraw from their purchase without providing any reason within 14 days from the date the goods are physically received.
Notification: To exercise this right, you must notify us clearly via email at pillow@napnestpouch.com before the 14-day window expires.
Fulfillment: Returned items should be securely dispatched back to our designated Return Address within a reasonable period after submitting your withdrawal request.
Nothing in this Policy limits or excludes any mandatory consumer protections provided under applicable regional legislation.
- Change-of-Mind Returns
For global customers requesting a return outside the mandatory withdrawal zones, we offer a 14 day return window starting from the date of order delivery.
To qualify for a valid change-of-mind return, the product must fulfill the following criteria:
The item must be completely unused;
The item must be returned in its original, pristine condition;
All originally supplied packaging, structural parts, and components must be fully included.
Important Notice: Customers are highly encouraged to contact our customer support team prior to shipping any item back. For change-of-mind returns, all return shipping costs remain the responsibility of the customer except where localized mandatory law dictates otherwise.
- Damaged, Defective, or Incorrect Items
If a product arrives damaged, defective, or materially different from the item ordered, please contact us immediately via email (pillow@napnestpouch.com) within a reasonable period following delivery.
To help us resolve the issue swiftly, please provide:
Clear photographs showing the verified defect or damage;
Your original order information;
A brief description of the encountered problem.
Our Quality Guarantee: Once the issue has been verified through your photographic or supporting evidence, we will provide an immediate remedy, consisting of either:
A complete product replacement shipped at our cost; or
A full refund of the affected order.
Return of Damaged Items
In almost all verified cases where product damage or defect is clearly demonstrated via photographic evidence, a physical return of the damaged item is not required, ensuring a hassle-free resolution for you.
- Delayed, Lost, or Undelivered Shipments
Orders are efficiently processed within 1–3 business days following successful payment confirmation. Following warehouse dispatch, standard delivery generally takes 4–8 business days via our trusted international priority partners:
DHL Priority Services
FedEx Priority Services
UPS Priority Services
Comparable premium international delivery networks.
Automated tracking notifications are transmitted to your checkout email address at critical milestones, including dispatch confirmation, carrier acceptance, transit updates, local hub arrival, and delivery completion.
Resolution for Delivery Delays
If a shipment significantly exceeds the standard delivery window, we will immediately launch an official investigation with the respective carrier. Following our rapid review of the transit logs, we will provide a definitive resolution to ensure your purchase is protected, including either:
A priority replacement shipment dispatched immediately; or
A full refund of the affected order.
- Refund Processing
Once a refund request has been formally reviewed and approved, the credit will be issued directly back to the original payment method used during checkout.
Refunds can be successfully returned through:
Visa
Mastercard
American Express
Apple Pay
Google Pay
Supported electronic wallet channels utilized during the initial transaction.
Please note that the exact timeframe for the refunded funds to reflect on your statement varies strictly based on the standard processing cycles of your card issuer, bank, or financial institution.
- Non-Eligible Returns
A return request will not qualify for a refund or replacement under the following conditions:
The mandatory 14-day return window has expired;
The item has been physically used beyond what is reasonably necessary to inspect its basic features;
The item is not returned in the original required condition outlined in Section 4;
The claim cannot be reasonably verified due to a lack of necessary supporting information.
This section does not restrict or affect any mandatory rights that apply under relevant consumer protection legislation in your local country.
- Contact Us
For any return requests, replacement assistance, refund updates, or delivery-related inquiries, please contact our support team:
BED STUDIO LIMITED
36 Erne Crescent, East Tamaki, Auckland, 2016, New Zealand
Email: pillow@napnestpouch.com
Telephone: +64 277224551
Website: www.napnestpouch.com
All customer inquiries are proactively reviewed during normal business operations, and we guarantee a comprehensive response within 24 hours.