Reviews and User Content

Effective date August 19, 2026

1Who can leave a review

You can review a product you bought from us, from the order you bought it on. Every review we publish is tied to a purchase we can verify, and that is why you are invited to write one after your order arrives rather than being able to post one at any time.

One review per product per order. If you bought three of the same thing, that is one review, not three. If you buy the same product again later, you can review it again from that order.

We do not accept a review from somebody who has not bought the product. That closes the door on a competitor and on a friend of ours in the same movement, which is the point.

2What we publish

We publish reviews whether they are good or bad. A low rating is not a reason to withhold a review, and we do not remove one for being critical.

Reviews are read by a person before they go up, which is why yours does not appear the second you write it. That check is for the reasons listed in section 3 and for nothing else. We do not sort the critical ones to the bottom, we do not hide them behind a filter you have to find, and we do not quietly stop showing a review because it is inconvenient.

If you edit a review that is already published, the version that is live stays up while we read the new one. Your review does not disappear from the page while you wait.

If you return the item after you have reviewed it, your review stays. Buying something and sending it back is a legitimate experience to have written about.

3The reasons a review is not published

This is the whole list. If a review is withheld, it is for one of these, and we record which one it was and who decided.

• It identifies someone. It names or identifies another person, or a member of our staff, in a way that could single them out.
• It is unlawful or threatening. It is unlawful, threatening, or an attack on a person rather than an account of a product.
• It is not about the product or the experience. It is about something other than the product or the experience of buying it. A problem with a delivery or a refund is real and we want to hear it, but it belongs in a message to us, where somebody can actually fix it for you.
• It contains another person's personal information. It contains somebody else's phone number, address, email address, order details or other personal information.
• It is spam or undisclosed promotion. It is spam, it is an advertisement, or it comes from somebody with a commercial interest they have not disclosed.
• It makes a treatment claim. It says our product treats, prevents or cures a condition. We cannot publish that claim for exactly the same reason we do not make it ourselves, and section 4 explains why.
• It is a duplicate, or we need you to clarify it. It is the same review posted more than once, or it is unclear enough that we cannot tell what it is saying. In this case we ask you to revise it rather than deciding for you.

You are told either way. If we ask you to revise, you get a plain explanation of what needs to change. If we do not publish it at all, it stays visible to you in your account with the reason, so you can see what happened to it.

4Why we cannot publish a treatment claim

We sell nasal and airway hygiene products. We do not say that they treat, prevent or cure any condition, and we hold ourselves to that everywhere on this site.

A review published on our own product page is a claim we are making, not only a claim you are making. So a review saying a product cured something becomes our claim the moment we publish it.

This is not about whether we believe you. It is about what we are entitled to put in front of the next person, who has no way of knowing anything about you. Tell us what you thought of the product, how it was to use, whether the size or the strength suited you, and whether you would buy it again. All of that publishes.

If you want to tell us the rest, write to support@nefense.com. We do read it.

5If a review reports a reaction or an injury

A review that says a product hurt you, made you unwell, or looks unsafe is a safety report first and a review second. It is not quietly deleted.

1. It is flagged ahead of everything else waiting to be read, so a person sees it quickly rather than in turn.
2. A separate safety record is opened from it, with the product, the order and the lot code where we have them.
3. Somebody contacts you. If we need something from you, such as what is left of the product or the lot code from the package, we ask.
4. The safety record stays open on its own terms. It does not close because the review was withheld, because you were refunded, or because you later took the review down.

Whether the review itself publishes is decided separately, under section 3, and never as a way of making the report go away.

6How the average rating is worked out

The average shown on a product page is the plain mean of the star ratings of every published review of that product. Nothing is weighted, nothing is dropped, and no review counts more than another because of who wrote it or what it says.

• What is not counted. A review that has not been published yet, one that was withheld, and one that has been taken down do not count toward the average.
• Sizes and variants. Where a product comes in more than one size or strength, reviews of all of them are counted together on that product's page, because they are the same product.
• The count and the breakdown. The number next to the average is the number of published reviews it is made from, and the breakdown shows how many gave each star rating. If the number is small, you can see that it is small.

7Incentives

We do not currently give anything in exchange for a review. We do send an invitation by email after your order arrives, and an invitation is not a payment.

If that ever changes, two things are true. What was given is said on the review itself, where you are reading it, not in a note at the bottom of the page. And it is given whatever the review says.

It does not depend on the rating, it is not withheld because the review was critical, and nobody is asked to be positive as a condition of receiving it. We do not offer to remove a bad review in exchange for a refund, and if anybody ever suggests that to you in our name, tell us at support@nefense.com.

8Employees, family and anyone else connected to us

If a reviewer works for us, is related to somebody who does, or has any other connection to the company, that is said on the review itself where the review is read.

We do not write reviews. We do not ask anybody to write one for us, we do not buy them, we do not post them under another name, and we do not pay anybody to write a bad review of somebody else.

Staff who buy from us like anybody else may review what they bought, on the same terms as everybody else, with the connection shown.

9Changing or removing your own review

You can edit your review. The published version stays up while we read the new one, and the new one replaces it once it is approved.

To take your review down, write to support@nefense.com with your order number and say which review you mean. We unpublish it. You do not have to give a reason.

We keep an internal record of what was posted and when, because we have to be able to show how a rating was worked out, and because a safety report inside a review cannot be erased by taking the review down. That record is not public.

Reviews show your first name only. If you close your account or ask us to remove your personal details, the name on any review you left is replaced with Verified Customer rather than the review being deleted from the count.

10What you post, and what we do with it

You keep ownership of what you write. By posting it in a public part of our site you give us permission to show it, copy it and format it for the purpose of running and promoting our store, without a fee.

That permission lasts while the review is posted, and for a reasonable period afterwards for backups and for records we have to keep. If we want to use your words in an advertisement, on a package or anywhere outside our own site, we ask you first and separately.

Do not post anything that is not yours to post, anything false, anything about another person, or anything unlawful. Do not upload a photograph of somebody who has not agreed to it.

11Reporting a review

Anybody can report a review. Write to support@nefense.com with the product and what is wrong with the review. A person reads it and applies the same list in section 3 that applied when the review was first posted.

Disagreeing with a review is not a reason to remove it.

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

For anything about a review, include the order number and the product. If a product hurt somebody, put the words Safety Report in the subject line instead and it is handled as a safety report.