Refund policy

Effective date: August 23, 2026

This Refund & Return Policy applies to LED facial light-therapy masks and related items sold by Nioksstil on this website. “Nioksstil,” “we,” “us,” and “our” mean the seller identified on your order confirmation, payment receipt, or invoice. If those documents name a different invoicing party, that party is the contracting seller.

This policy applies to the product category we currently sell: skin-contact LED face masks and facial light-therapy devices. If we later add other categories, those items may have different rules, which we will state on the product page and in an updated policy.

The official version of this policy is the Refund Policy linked in the website footer and at checkout. Our Shipping & Returns page is a customer-facing summary of the same rules. If a marketing statement, FAQ, chat reply, or social-media comment conflicts with this policy, this policy controls, except where a mandatory consumer-protection law says otherwise.

Nothing in this policy limits rights that cannot legally be waived in your place of residence. If we accept an occasional order from outside the United States, mandatory local rights (including any non-waivable withdrawal or guarantee rights) prevail over any conflicting sentence here.

1. Two separate tracks

LED face masks touch skin, collect residue, and are personal-care electronics. We therefore separate:

  • Convenience returns — change of mind, fit, preference, or unused product. Available only for unopened and unused items, started within 30 calendar days after delivery.
  • Quality / defect claims — the product arrived damaged, is dead-on-arrival, or has a manufacturing defect. These are handled under this policy and our 1-Year Limited Warranty, not as a “try it and return it” program.

Using the device, breaking the hygiene seal, or powering it on for personal use does not create a refund right for change of mind.

2. Convenience returns (unopened / unused only)

You may request a convenience return if all of the following are true:

  • You purchased the item from this official Nioksstil website (not a marketplace or unauthorized reseller).
  • You start the return by emailing support@nioksstil.com within 30 calendar days of the carrier’s first delivery scan to the address you provided. “Business days” in this policy mean Monday–Friday, excluding U.S. federal holidays.
  • The item is unopened and unused, as defined below.
  • You obtain a return authorization (RMA) before shipping anything back.
  • You ship the return within 10 calendar days after we issue the RMA, to the address we provide, using a trackable service.
  • You return the complete set: device, all accessories, manuals, chargers, straps, eye protection, original inner and outer packaging, and any free gift or promotional item that shipped with the order.

What “unopened and unused” means

An item is not eligible for a convenience return if any of the following is true, unless you notify us within 7 business days of delivery with photos showing the item arrived that way:

  • A hygiene seal, protective film, inner polybag, or tamper label is broken, removed, resealed, or missing.
  • There is residue on the inner surface, LEDs, cushions, or straps (makeup, oil, sweat, cleanser, sunscreen, or similar).
  • The device has been worn on the face, used for a treatment session, paired to a personal app, or registered to you after delivery.
  • Wear, odor, deformation, scratches on the skin-facing surface, or damaged serial / authenticity labels.
  • Any accessory, manual, charger, or packaging component is missing, substituted, or damaged by the customer.

A brief power-on to confirm the unit turns on is incoming inspection, not “use,” if the skin-facing surfaces stay clean and the device was not worn. Wearing the mask, running a session, or pairing it to your phone is use. “I opened it but did not wear it” is not enough if the hygiene seal is broken or residue is present.

If a carrier or customs officer opened the carton and broke a seal, email us within 7 business days of delivery with photos of the packaging and any inspection notice. That event is evaluated as a delivery-condition claim, not automatically as a used-device convenience return.

We may request additional photos or video to evaluate a claim. We do not require a pre-recorded unboxing video as a condition of every return, but if the condition on arrival is disputed, the customer who cannot show the delivery condition bears the risk of that dispute.

3. How to start a return (RMA is required)

Email support@nioksstil.com with:

  • Subject line: Return Request – [Order Number]
  • Order number and product name
  • Whether the request is a convenience return or a defect claim
  • Clear photos of the device, hygiene seal, serial label, and all accessories
  • For damage or defect: photos or a short video of the issue, plus photos of the outer carton and label if the issue was visible on arrival

Do not ship a return until we send an RMA and a return address. Unauthorized parcels may be refused, delayed, or returned to you at your expense. Return addresses can change; the only valid address is the one in your RMA email.

4. Return shipping, original shipping, and deductions

  • Convenience returns: you pay return shipping and any related duties or broker fees. Original outbound shipping is not refundable.
  • Our error, wrong item, or a confirmed defect: we provide a prepaid label or reimburse reasonable, documented return postage we pre-approve. In those cases we also refund the original outbound shipping charged for the affected item.
  • Use a trackable method. Risk of loss on a customer-arranged convenience return stays with you until we scan the parcel into our warehouse.
  • Insure the parcel for its value. We are not responsible for a customer-arranged return that is lost or damaged in transit.
  • If the return is incomplete, used, or not as described, we may reject it, return it to you at your expense, or issue a partial refund equal to the item price minus the then-current replacement cost of missing or damaged components (or a reasonable allocated value if that part is not sold separately), minus non-refundable shipping.
  • A multi-item order can be returned item by item. A refund applies only to the items that qualify. A bundle is returned as a bundle unless we agree otherwise in the RMA.
  • We do not charge a separate restocking fee on a qualifying unopened convenience return. A partial refund for missing parts is not a restocking fee.
  • Promotional discounts apply to the refunded item price. We do not refund the unused portion of a sitewide promotion as cash if other items in the order remain with you.

5. Inspection and refund timing

After we receive an authorized return, we inspect it within 5 business days. If approved, we refund the eligible amount to the original payment method within 5–10 business days after approval. Your bank or card network may take additional time to post the credit. We do not refund to a different card, PayPal account, or bank account except where the original method is closed and the processor allows an alternative.

Store credit is issued only if you ask for it in writing and we agree.

Until inspection is complete, a refund is not approved. An RMA is permission to send the item back; it is not a promise that a refund will be paid.

6. Cancellations before shipment

If you email us before the order is marked fulfilled / handed to the carrier, we will cancel and refund the full amount actually captured, including shipping. If the carrier already has the parcel, the order is treated as a return under this policy, not as a cancellation.

Changing the shipping address after the label is created may not be possible. If we can intercept or redirect, you pay any carrier change fees.

7. Defects, dead-on-arrival, and the warranty

If the product has a manufacturing defect, does not power on, or arrives damaged:

  • Contact us as soon as possible, and in any event within 7 business days of delivery for transit damage or shortage, or within the warranty period for later defects.
  • We may ask for troubleshooting, photos, video, the serial number, and proof of purchase.
  • For a confirmed defect or our shipping error, we will repair, replace, or refund the affected item. If a replacement is not reasonably available, we will refund the purchase price of that item and the related outbound shipping.
  • After the 30-day convenience window, change-of-mind returns close. Confirmed defects remain covered by the Limited Warranty for the rest of the warranty period.
  • A replacement supplied under warranty does not restart the original warranty period, except where law requires otherwise.
  • Damage from misuse, drops, liquids, unauthorized repair, or failure to follow the user guide is not a defect and is not refundable.

Warranty service and convenience returns are different. Opening or using the mask does not void the warranty for a true manufacturing defect. It does void a convenience return.

8. Situations that are not refundable

  • Convenience returns started after day 30, or shipped more than 10 days after the RMA without our written extension.
  • Opened, used, or incomplete items submitted as convenience returns.
  • Items purchased from unauthorized sellers, third-party marketplaces, or as used / refurbished from anyone other than us.
  • Buyer’s-remorse returns after the device has been worn or the hygiene seal broken.
  • Issues caused by incompatible chargers, unapproved accessories, software/apps we do not publish, or power conditions outside the user guide.
  • Gift cards (if offered later), digital inserts, and downloadable instructions, except where law requires a refund.
  • Duties, taxes, or broker fees that a government or carrier charged you directly and that we cannot recover.

9. Refused, unclaimed, and misdirected parcels

If you refuse delivery, provide an undeliverable address, or fail to collect a held parcel, we may treat the order as a return when it comes back to us. We may deduct original outbound shipping, the carrier’s return charge, and a reasonable restocking cost if the carton is no longer sellable as new. If the parcel is delivered as addressed and later stolen from the delivery location, that is a completed delivery; see the Shipping Policy.

10. Chargebacks and payment disputes

Please contact us before opening a chargeback. If you open a chargeback on the same order, we may stop a duplicate Shopify refund so the same amount is not paid twice. We will submit this policy, tracking, delivery scans, RMA records, and correspondence to the payment network. A chargeback is not a substitute for the return process.

11. Contact

Nioksstil Support
Email: support@nioksstil.com
Page: Contact

We may update this policy from time to time. The version posted on the date you place an order applies to that order, unless a change is required by law or is more favorable to you and we choose to apply it.