The 30-day N.N.Y guarantee
Your routine should earn its place. If a Nunk New York formula does not meet your expectations, contact our Care Desk within 30 calendar days of delivery to request a refund or a replacement formula. This satisfaction guarantee includes products you have opened and tried as directed; an opened seal alone does not disqualify a claim.
This policy covers purchases made directly from our online store. For purchases from another retailer, contact that retailer first. Any stronger guarantee expressly offered with your order will be honored.
Start with the Care Desk
- Contact us with your order number, the email used at checkout and the item you want help with.
- Tell us what happened and whether you prefer a refund or a replacement. For a damaged or incorrect item, include photographs of the product and packaging if available.
- Wait for return instructions before sending anything. We will confirm whether a physical return is needed and provide the correct destination.
Keep the product and packaging while we review the request. Do not send returns to an address printed on a parcel or to a supplier without our instructions. If sending the item back would be unsafe, let us know first.
Damaged, incorrect or missing items
Contact us as soon as you notice a leak, damage, an incorrect product or a missing item. We will investigate and arrange an appropriate refund or replacement. For an error on our side or a confirmed defective or damaged item, you will not be charged return postage. The satisfaction window does not limit any longer rights you have for faulty or misdescribed goods.
Return condition and postage
For a change of mind about an unused product, keep it unopened with its original packaging where possible. For a satisfaction claim involving a used product, retain what remains for assessment if requested. Fully consumed products, deliberate damage and misuse are outside the voluntary satisfaction guarantee, without limiting statutory rights.
For ordinary change-of-mind or satisfaction returns, you are responsible for return postage unless we agree otherwise. We will explain any return costs before you send the parcel. Use a tracked service and retain proof of postage. We do not charge a restocking fee.
Refunds and replacements
We will confirm the outcome by email. Approved refunds are issued to the original payment method within 10 business days after inspection of a required return, or approval when no return is required, and sooner when the law requires. Your payment provider may need additional time to post the credit.
Refunds reflect the price actually paid, including any allocated discount and applicable refundable tax. Original shipping charges are not normally refunded for a change of mind or satisfaction return. For our error, faulty goods, a canceled unshipped order or where the law requires, the refund includes the shipping charges that must be returned. Replacement formulas depend on availability; if unavailable, we will offer a refund.
Cancellations, sets and recurring orders
Contact us promptly to request an order change or cancellation. Once fulfillment has started, a change may no longer be possible and the return process may apply. For sets and promotional orders, we will explain how the original discount affects a partial refund before processing it. Canceling a refill subscription stops future eligible renewals; it does not automatically cancel an order already placed.
Your rights remain yours
Nothing here removes rights that cannot legally be excluded. Where local law gives you a withdrawal period, warranty, refund or other remedy, that protection applies in addition to this policy. Any hygiene-related exception to a statutory withdrawal right applies only where the law allows it.