Returns and Refunds Policy

Effective date August 19, 2026

1The short version

• Unopened. If it is still sealed and it has been 30 days or less since it arrived, you can send it back for a refund.
• Opened. Because of what these products are and where they are used, we cannot take an opened nasal product back simply because you changed your mind. Section 2 explains why.
• Something is wrong with it. If it is defective, damaged, leaking, or not what you ordered, we fix it and we pay the shipping. Tell us within 30 days of delivery.
• Safety. If a product is recalled or withdrawn for a safety reason, no time limit in this document applies to you, and no sale price or final sale label changes that.

2Why an opened nasal product cannot come back

These products are used in and around the nose. On a spray, the applicator tip goes into the nostril, and a reusable device sits inside it. Once the seal on a bottle is broken, or a device has been worn, there is no way for us to establish what it has touched, how it has been stored, or whether anything has been introduced into it.

We will not put a bottle that has been in one person's nose into another person's package.

So an opened bottle or a used device is not returnable because you changed your mind, decided it was not for you, or bought the wrong size. Anything opened that does reach us is destroyed. It is never restocked, never resold, never sent to another customer, and never put into a sample or a giveaway.

This reason has a limit, and the limit matters. It is about contamination and resale. It is not a general rule that opened products are your problem. If what arrived was defective, damaged, leaking, contaminated, or the wrong item, section 4 applies and the fact that you opened the box makes no difference at all.

3What you can send back

We will take an item back for a refund when all of the following are true:

• it is unopened, with the manufacturer's seal and any shrink wrap intact
• it is complete, with the carton, the cap and anything that came with it
• it arrived 30 days ago or less
• it is not a personalized item and not a digital item

There is no restocking fee. We refund what you paid for the item. The original shipping charge is refunded too if you are sending back the whole order because of something we did; on a change of mind return, the outbound shipping you paid is not refunded and you cover the postage to send the item back.

4When something is wrong with what arrived

Tell us within 30 days of delivery and we will put it right. The table below says what you get and who pays. Where the table gives you a choice, the choice is yours, not ours.

4.1 A bottle that is leaking, short filled or contaminated

We replace it. We do not ask you to package up a leaking bottle and carry it to a post office, and we do not make the refund conditional on getting it back. A photograph of the bottle and the batch or lot code from the label is all we normally need, and if you cannot take one we will work with what you can tell us.

Once we have replaced it, please dispose of the original with your household waste unless we ask you to hold onto it. Sometimes we do ask, because a bottle that failed is evidence about a batch, and if we ask we will pay for the return and tell you why we want it.

5Recalls and safety, which no deadline applies to

If we recall a product, or withdraw it for a safety reason, the 30 day window in this document does not apply to you. Neither does a sale price, a clearance price, a bundle discount, or a final sale label on the item you bought.

There is no version of this policy in which something we sold you turns out to be unsafe and you are told you bought it too long ago, or too cheaply, to be helped. You get the remedy the recall provides, and at a minimum a replacement or a full refund. If a recall requires us to do more than that, we do more than that.

If we recall something you bought and we have a way to reach you, we contact you. That does not depend on you having registered the product or kept the receipt. If you hear about a recall before we reach you, write to us with whatever you have, including the lot code on the pack if you still have it, and we will find your order.

Nothing in this document asks you to give up any right to report a safety problem, to us or to anybody else. The Product Safety and Medical Information Disclaimer explains how to report one and where else you can report it.

6How to start a return

1. Write to support@nefense.com. Include your order number, which item it is, and what happened.
2. Send a photograph if there is something to see. A damaged carton, a leaking bottle, or the wrong item next to the packing slip settles most questions in one message.
3. We reply and tell you what to do next. That is either a prepaid label, an address to send to, or confirmation that we are replacing or refunding without needing anything back.
4. If we asked for the item back, send it with the reference we gave you and keep the postage receipt or the tracking number.

Please wait for our reply before sending anything. A parcel that arrives with no reference is hard to match to an order, and that delays your refund rather than voiding it. If you have already sent something, tell us and we will look out for it.

7Who pays for the return

If the reason for the return is something we did, we pay. That covers a defect, damage in transit, a contaminated or short filled bottle, the wrong item, and a recall. We send a prepaid label, and you are never out of pocket for our mistake.

If you are sending back an unopened item because you changed your mind, you cover the postage to return it. We recommend a tracked service, because you and we both need to know it arrived.

8How and when you get the money

Refunds go back to the payment method you used. That is a rule of how card refunds work rather than a preference of ours. If that card has expired or been closed, tell us and we will find another way to get you the money.

We issue a refund once we have agreed it, which for a defect, damage or a wrong item is normally as soon as you have told us what happened, and for a returned item is when it reaches us. Most refunds are issued within 5 business days of that point. After we send it, your bank or card issuer controls when it shows up on your statement, which commonly takes a few more business days.

We do not hold a refund until an inspection is complete on an item we already know is faulty, and we do not deduct a fee for handling it.

9Store credit, if you would rather have it

If you would rather have store credit than money back, we can do that, and credit is usually available immediately. It is your choice and only your choice. We do not issue credit in place of a refund you asked for.

Store credit does not expire while your account is open, and you can ask us to convert an unspent credit back to a refund on the original payment method.

10Auto-ship plans and returns

Returning a shipment does not cancel a plan, and canceling a plan does not return a shipment. They are two separate things, and the Subscription and Auto-Renewal Terms explain how to stop a plan, which takes a moment and can be done in your account.

A shipment that is already on its way when you cancel still arrives. If one reaches you after you canceled, tell us: we refund it in full, and if we want the box back we send a prepaid label. You will not be asked to pay to return a shipment you had already turned off.

If a recurring shipment arrives damaged, we replace it on the same terms as any other order and your schedule is not affected. If a recall reaches a product you receive on a plan, we pause the plan rather than sending you another one.

11Rights this policy does not take away

This policy describes what we will do. It does not, and is not meant to, remove a right your state's law gives you as a buyer, including a warranty that the law implies into the sale. Some states do not allow those to be excluded, and where that is your state, they apply to you in addition to everything above.

If you think we have got a decision wrong, say so and ask us to look again. A person will, and we will tell you the reason for the answer.

12Changes to this document

We update this document when what we do changes, when the law changes, or when we find wording that is unclear. Every version is kept, and each one records the date it took effect.

How you find out depends on how much changed. A correction that does not change your rights is simply published. A change that does affect your rights is announced before it takes effect. A change that materially alters what you agreed to is not applied to you by silence: we ask you to accept it, and continuing to browse the site is not treated as acceptance.

If you want a copy of an earlier version, or want to know what changed and when, write to support@nefense.com and we will send it to you.

13Contact

Start any return, replacement or refund by writing to support@nefense.com with your order number.