Return & Refund Policy

NACBACK

Effective Date: 1 September 2026

This Return & Refund Policy explains when customers may request a return, replacement or refund for NACBACK products, including pillows, cushions, travel pillows, chair pillows and related products.

1. Return Window

Customers may request a return or replacement within the return period stated on the product page or at the time of purchase. If no period is specifically stated, NACBACK should define and publish the applicable period before launch of the website.

2. Eligible Returns

A return may be accepted where the product is defective, damaged in transit, incorrect, materially different from the order, or otherwise eligible under the return terms displayed for that product.

3. Product Condition

For hygiene and product-quality reasons, pillows, cushions and similar products should generally be unused, unwashed and in original condition with original packaging and tags where applicable. NACBACK may reject returns that show signs of use, washing, stains, damage, alteration or misuse, subject to applicable consumer law.

4. Hygiene-Related Products

Certain pillows, cushions, travel pillows, chair pillows or other products that come into direct body contact may be non-returnable after opening or use for hygiene reasons, where this restriction is clearly disclosed before purchase.

5. Damaged or Incorrect Product

If you receive a damaged, defective or incorrect product, contact NACBACK as soon as possible with the order number and clear photographs/videos of the product and packaging. NACBACK may request additional information to verify the claim.

6. Non-Returnable Items

Products marked as non-returnable on the product page.

Used, washed, stained or materially damaged products, except where the issue is an original defect or transit damage.

Customized or personalized products, unless defective or otherwise covered by applicable law.

Products returned without required accessories, packaging or components where these are necessary to verify or process the return.

7. Return Process

Contact NACBACK through the published customer-support channel with your order number.

Describe the reason for return and provide requested photographs or other evidence.

Wait for return approval or instructions before sending the product back.

Pack the product securely according to the return instructions.

After receipt and inspection, NACBACK will confirm whether the return, replacement or refund is approved.

8. Refunds

Approved refunds will normally be issued to the original payment method, subject to payment-provider processing times. Shipping charges may or may not be refundable depending on the reason for return and applicable law.

9. Replacement

Where a replacement is approved, NACBACK may send the same or an equivalent product, subject to availability. If a replacement is unavailable, a refund or another appropriate resolution may be offered.

10. Return Shipping

For defective, damaged or incorrect products, NACBACK may arrange or reimburse reasonable return shipping where applicable. For customer-preference returns, any return shipping charges will be handled according to the product-specific return terms.

11. Failed Delivery / Refused Shipment

Orders returned to NACBACK because the customer was unavailable, refused delivery, provided an incorrect address or failed to accept the shipment may be subject to applicable shipping or handling charges before any refund is processed.

12. Consumer Rights

Nothing in this policy is intended to exclude or limit any mandatory rights or remedies available to consumers under applicable law.

13. Contact

For return or refund assistance, contact NACBACK using the customer-support details published on the website and include your order number.