Refund policy
At NidraLiving we want every product to help you rest better. If something arrives damaged, defective or incorrect, we will make it right. Please read this policy carefully before placing your order, as it forms part of your purchase agreement with us.
1. Return window
You may raise a return or replacement request within 7 calendar days of delivery, provided your order meets the eligibility conditions below.
2. What we accept
We accept returns and replacements in the following cases only:
The product arrived physically damaged or broken in transit
The product is defective or does not function as described
You received an incorrect product, incorrect variant, incorrect size or incorrect quantity
The product is missing parts or accessories listed on the product page
3. What we cannot accept
To keep our products safe and hygienic for every customer, we are unable to accept returns in the following cases:
Change of mind, or the product not matching personal preference, colour expectation or comfort preference
Products that have been used, washed, worn or laundered
Hygiene and personal care items once the seal or inner packaging has been opened. This includes mouth tape, anti-snoring chin straps, mouthpieces, eye masks and any product that comes into direct contact with the mouth, face, skin or hair
Products returned without original packaging, tags, manuals, warranty cards, free gifts or bundled accessories
Products damaged due to misuse, mishandling, unauthorised repair or normal wear and tear
Items purchased under a clearance, final sale or non-returnable label clearly marked on the product page
Requests raised after 7 calendar days from delivery
4. Unboxing video requirement
For any claim of damage, defect, missing item or wrong item, we require a clear, continuous and unedited unboxing video. The video must show:
The sealed package with the shipping label visible and readable
The package being opened without any cuts or pauses in the recording
The condition of the product and all included contents
This is a mandatory requirement and helps us file claims with our courier partners on your behalf. Claims submitted without an unboxing video cannot be processed. We strongly recommend recording your unboxing for every order.
5. How to raise a request
Email directors@monochromeindia.com or WhatsApp +91 96054 44465 within the applicable window
Include your order number, registered mobile number, a description of the issue, the unboxing video and clear photographs of the product and the outer packaging
Our team will acknowledge your request within 48 hours and share a decision within 3 to 5 business days of receiving complete information
If approved, we will arrange a reverse pickup where our courier partners service your PIN code. Where reverse pickup is unavailable, we will ask you to self ship to 200 B - 2BHK, Skywalk Tower Two TC One, Guruvayurappan College Road, Palazhi, Kozhikode, Kerala 673014, India and will reimburse reasonable courier charges up to Rs. 150 against a valid receipt
Please keep the product in its original packaging until your request is resolved. Do not ship anything back to us before receiving written approval, as unapproved returns cannot be accepted or refunded.
6. Damage reporting window
Visible transit damage, leakage or tampering must be reported within 48 hours of delivery. If a package appears damaged or tampered with at the time of delivery, we recommend you refuse the delivery and inform us immediately.
7. Refunds
Once your returned product reaches us and passes quality inspection, we will process your refund as follows:
Payment methodRefund methodTimeline after approval
Prepaid (card, UPI, net banking, wallet)Credited to the original payment method5 to 7 business days
Cash on DeliveryBank transfer or UPI to the account you nominate5 to 7 business days
Any method, at your optionNidraLiving store creditWithin 24 hours
Refund timelines to your bank or card issuer are governed by Reserve Bank of India guidelines and your bank's internal processing time, which is outside our control. Once we initiate a refund we will share the reference number with you.
Store credit is issued instantly and at 105% of your order value, if you would prefer not to wait for a bank refund.
8. Replacements
Where you prefer a replacement over a refund, we will ship the replacement unit at no additional cost once the original product is received and inspected, subject to stock availability. If the item is out of stock, we will offer you an equivalent product or a full refund.
9. Shipping charge treatment
Where the return is due to our error (damage, defect, wrong item), we bear the full reverse shipping cost and refund any forward shipping charges paid
Forward shipping charges, COD handling fees and gift wrapping charges are non refundable where the return is not attributable to us
10. Bundles and combo offers
Products purchased as part of a bundle, combo or promotional set must be returned as a complete set. Partial returns from a bundle are not accepted, as the discounted bundle price is dependent on the full set being purchased. Where a single item within a bundle is defective, we will replace that item rather than refund the bundle.
11. Cancellations
Orders can be cancelled free of charge at any time before dispatch by contacting us at directors@monochromeindia.com. Once an order has been handed to our courier partner it cannot be cancelled, and the return process above will apply instead.
12. Grievance redressal
If you are not satisfied with the resolution offered, you may escalate to our Grievance Officer, whose details are published in our Legal Notice. Complaints are acknowledged within 48 hours and resolved within one month, in line with the Consumer Protection (E-Commerce) Rules, 2020.
NidraLiving is a brand owned and operated by Monochrome, a sole proprietorship of Noufal Karinka Ppara.
Email: directors@monochromeindia.com | Phone: +91 96054 44465
Support hours: Monday to Friday, 10:00 AM to 5:00 PM IST