At Napveil, operated by SLEEP MODE NEW ZEALAND LIMITED, customer satisfaction and regulatory compliance are integral to our operational practices. This Refund & Return Policy outlines your rights and our administrative procedures regarding order cancellations, returns, damage claims, and refunds for orders placed on www.napveil.com.
- Corporate & Merchant Information
Legal Operating Entity: SLEEP MODE NEW ZEALAND LIMITED
Company Registration Number:6127696 / 9429043367733
Registered Office & Return Address: 21 Puriri Street, Mount Maunganui, Tauranga 3116New Zealand
Customer Support Email: mask@napveil.com
Telephone: +64 225940052
- Geographic Availability & Carrier Shipping Terms
We exclusively supply and ship items to customers located within European destinations.
Carrier Logistics: We collaborate with established international logistics partners, including DHL Express, FedEx, and UPS Priority.
Estimated Transit Time: Standard delivery across European regions typically requires 5 to 10 business days following dispatch.
Automated Tracking Notifications: Automated tracking updates will be issued to the email address provided during checkout at key stages of transit (including dispatch, regional transit hubs, and local delivery assignment).
Delivery Exceeding Standard Timeframes: If a delivery exceeds the standard transit timeframe, please contact mask@napveil.com. Our support team will initiate a formal investigation with the carrier and, subject to verification, arrange either a full order refund or dispatch a replacement shipment.
- Statutory Right of Withdrawal (14-Day Cooling-off Period)
In accordance with European Union consumer protection standards, customers residing in European markets possess a statutory 14-day Right of Withdrawal (cooling-off period).
You have the right to withdraw from your purchase contract without stating any reason within 14 business days from the date on which you (or a designated recipient) take physical possession of the items.
To exercise this right, you must inform us by sending a written notice to mask@napveil.com before the 14-day period expires.
Return Instructions & Designated Address:
Upon receiving your withdrawal notification, our support team will provide return submission instructions. Items returned under the 14-day cooling-off period must be dispatched to our designated registered facilities:
Return Address: 21 Puriri Street, Mount Maunganui, Tauranga 3116New Zealand
Unless otherwise specified by mandatory law, customers are responsible for paying the direct cost of returning items for change-of-mind requests under the Right of Withdrawal.
- Damaged, Defective, or Incorrect Items
We prioritize quality checking prior to dispatch. However, if your order arrives damaged, defective, or incorrect upon receipt:
Notification: Contact our support team via mask@napveil.com within a reasonable period following receipt.
Evidence Provision: Provide your order reference number alongside photographical or video documentation clearly showing the item’s condition.
Resolution Without Physical Return: Upon review and verification of the provided evidence by our support team, we will issue a full refund or dispatch a replacement item, without requiring you to physically return the damaged item.
- Refund Processing & Payment Methods
Once a refund request is approved (either following verification of return receipt or verification of damaged items):
Processing Timeframe: Refunds will be initiated within 3 to 5 business days of approval.
Original Payment Instrument: All refunds will be processed back strictly to the original payment method utilized during checkout.
Supported transaction methods eligible for refund reversal include:
Credit & Debit Cards: Visa, Mastercard, American Express
Digital Wallets & Payment Systems: Apple Pay, Google Pay, and recognized electronic wallet services
Depending on your financial institution’s processing cycles, the refunded amount typically reflects on your statement within 5 to 10 business days after processing.
- Customer Support Contact
For questions regarding order returns, status updates, or refund inquiries, please contact our support team:
Email Support: mask@napveil.com
Telephone Support: +64 225940052
Operating Hours: Monday to Friday, 09:00 – 17:00 (NZST). Enquiries are reviewed with responses aimed within 24 hours.