Refund policy
US Pre-Order Returns, Cancellations & Refunds
Last updated: November 7, 2026
This policy applies to products sold by Nuroes, including massage chairs offered as pre-order items. It is an initial store policy and does not limit any non-waivable rights under applicable federal or state law.
1. Pre-order cancellations
You may cancel a pre-order at any time before we notify you that the order is ready to ship. We will refund the full amount paid to the original payment method.
If we cannot ship by the latest estimated ship date shown at checkout, we will notify you and give you the choice to continue waiting or receive a full refund. If you choose to continue waiting, you may still cancel before shipment.
2. Returns after delivery
For unused, non-defective products, contact us within 30 days after delivery to request a return. The product must be in resalable condition with the original accessories and packaging where reasonably available. Because massage chairs are oversized products, we will provide return instructions before you ship or release the product to a carrier.
Unless the return is caused by our error, a confirmed defect, or shipping damage, you are responsible for the reasonable return transportation cost. We will tell you the estimated cost before approving the return. We do not charge a restocking fee for defective, damaged, or incorrect products.
3. Damaged, defective, or incorrect products
Inspect the package when it arrives and contact us as soon as possible if it is damaged, incomplete, incorrect, or defective. Photos of the product, packaging, shipping label, and damage help us arrange a faster solution, but a reporting deadline does not remove your legal rights.
Depending on the circumstances, we may repair, replace, provide replacement parts, arrange a carrier claim, or issue a refund. We pay the reasonable cost of resolving a confirmed defect, shipping damage, or fulfillment error.
4. Refund timing
Approved refunds are sent to the original payment method. Your bank or card issuer may need additional time to post the refund. If a refund is delayed, contact us at info@nuroes.shop with your order number.
5. Exclusions
Damage caused by misuse, unauthorized modification, failure to follow safety instructions, or normal wear may not be covered by this voluntary return policy. These exclusions do not limit any warranty or consumer rights that cannot legally be waived.
6. Contact
Email: info@nuroes.shop
Additional business contact: business@nuroes.shop
Seller: Rathje Fashion GmbH
Krausestraße 110, 22049 Hamburg, Germany