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Version 1.0 | Approved November 1, 2026 | Effective November 1, 2026 | Document owner Nudori Inc. - Ecommerce, CX, Operations and Legal
Important operating principle. The original purchase channel controls transaction-level returns, refunds, delivery claims and payment remedies. Nudori continues to accept product-quality and product-safety reports across every channel.
This Part A is intended for publication on nudori.com. It explains how order-related policies differ depending on where a customer purchased a Nudori product and how Nudori supports quality, authenticity and product-safety concerns across all sales channels.
This Marketplace Orders & Authorized Sales Channels Policy explains which return, refund, shipping, customer-service and transaction rules apply when a Nudori product is purchased through nudori.com, Amazon, TikTok Shop, another authorized retailer or another seller.
The purpose of this Policy is to give customers a clear path to assistance while preventing duplicate refunds, conflicting return instructions, unsafe resale of opened intimate products and misuse of marketplace customer information.
This Policy applies to Nudori products offered or represented through:
This Policy does not replace the transaction rules of Amazon, TikTok Shop or another retailer. Those rules may change independently of Nudori and may provide different return windows, shipping options, refund methods, claim procedures or holiday extensions.
| Term | Meaning |
|---|---|
| Authorized Sales Channel | nudori.com, an official Nudori marketplace storefront, or another retailer or seller that Nudori has authorized to sell genuine Nudori products. |
| Direct Order | an order placed through nudori.com and paid directly to Nudori. |
| Marketplace Order | an order placed through Amazon, TikTok Shop or another marketplace. |
| Retailer Order | an order placed through an independent authorized retailer or reseller. |
| Original Purchase Channel | the website, marketplace, retailer or seller through which the customer completed the purchase. |
| Marketplace-Fulfilled Order | an order stored, packed, shipped or serviced by the marketplace or its designated fulfillment provider, such as an Amazon-fulfilled or TikTok-fulfilled transaction. |
| Seller-Fulfilled Order | a marketplace order stored, packed and shipped by Nudori or a Nudori-appointed logistics provider rather than by the marketplace. |
| Transaction Remedy | a return, exchange, refund, replacement, shipping adjustment, credit, chargeback resolution or other financial/order-level remedy. |
| Product-Safety Report | a report involving injury, irritation, burning, blistering, unexpected product behavior, contamination, a suspected hazard or another safety concern. |
| Purchase / issue | Rules that control | Where to begin |
|---|---|---|
| nudori.com order | Nudori DTC Policies | Begin through Nudori Customer Support or the Nudori return workflow. |
| Amazon order | Amazon transaction rules | Begin through Your Orders or Amazon Customer Service, depending on fulfillment and issue. |
| TikTok Shop order | TikTok Shop transaction rules | Begin through the order page, TikTok Shop return/refund flow or TikTok Shop Chat. |
| Other authorized retailer | Retailer rules | Begin with the retailer shown on the receipt or order confirmation. |
| Product-safety concern | Nudori safety process across all channels | Contact Nudori even if the transaction remedy must be processed elsewhere. |
| Suspected counterfeit | Marketplace/retailer report plus Nudori review | Preserve packaging, seller details, order records and photographs. |
The policy displayed by the Original Purchase Channel generally controls transaction-level matters, including:
The Nudori Returns, Exchanges & Refunds Policy and Shipping & Delivery Policy apply only to eligible orders placed directly through nudori.com unless they expressly state otherwise.
Nudori will not present a website-only return benefit, label deduction, free exchange or refund procedure as though it automatically applies to Amazon, TikTok Shop or another retailer.
For the fastest transaction-level resolution, customers should begin a return, exchange, refund, cancellation, delivery claim or payment issue through the Original Purchase Channel.
Nudori may assist a customer in locating the correct marketplace or retailer process, but Nudori may be unable to issue a direct refund for a transaction paid to and controlled by another platform or retailer.
Customers should not ship a product to a Nudori warehouse unless Nudori or the Original Purchase Channel has issued a valid return authorization and return instructions.
Orders placed through nudori.com are governed by Nudori’s direct-to-consumer policies, including the Returns, Exchanges & Refunds Policy, Shipping & Delivery Policy, Product Safety, Use & Care Guidelines, Terms of Service and Privacy Policy.
Direct orders should be managed through the Nudori support and return process. Marketplace return labels, credits, balances, transaction protections and appeals do not apply to a direct nudori.com order unless Nudori expressly adopts them for that transaction.
Amazon orders must be managed through the Amazon account used to place the order and the transaction options displayed in Your Orders.
The available process depends on whether the order was fulfilled by Amazon or fulfilled directly by the seller:
TikTok Shop orders must be managed through the order page, the return/refund tools displayed in TikTok Shop, or TikTok Shop Chat.
The return window, category rules, holiday extensions, automated approvals, refund methods, response deadlines and appeal rights displayed by TikTok Shop for the order control the transaction.
Nudori does not permanently state one TikTok Shop return window in this Policy because platform rules can change and can vary by product type, order status, fulfillment method, promotion or customer eligibility.
For orders fulfilled through a TikTok-managed fulfillment service, TikTok Shop may handle logistics-related delivery, damage, wrong-item, missing-item or return matters. For seller-fulfilled orders, Nudori will complete the required seller actions within the applicable platform deadlines.
Nudori will not request an off-platform payment, return fee, restocking fee, exchange fee or other charge for a TikTok Shop order where the platform prohibits that charge.
Orders placed through another authorized retailer are governed by that retailer’s receipt, return policy, delivery process, payment system and customer-service procedures.
Nudori may assist with product identification, application, care, authenticity and safety. The retailer may remain responsible for the transaction-level refund or exchange.
Where a retailer asks Nudori to participate in a confirmed defect or safety resolution, Nudori will reasonably cooperate while avoiding duplicate remedies.
Nudori’s authorized sales channels at launch include:
The current list of authorized channels may be updated prospectively on nudori.com.
The appearance of a product on a marketplace does not, by itself, establish that the seller is authorized. Customers should review the seller identity shown on the listing and order record.
Nudori cannot control the storage conditions, product handling, age, authenticity, packaging integrity, customer data practices or sales representations of an unauthorized seller.
A purchase from an unauthorized seller may not qualify for a voluntary Nudori commercial benefit that was expressly limited to an authorized channel. However, Nudori does not claim that an unauthorized purchase automatically eliminates every statutory right, product-safety obligation or non-waivable manufacturer responsibility.
Nudori will accept a credible product-safety or suspected-counterfeit report regardless of where the product was purchased.
Nudori or the Original Purchase Channel may request reasonable proof of purchase before providing a transaction-level remedy. Acceptable proof may include:
Nudori will not request more information than reasonably necessary for the issue being reviewed.
Customers who suspect that a product is counterfeit, tampered with, diverted or materially different from an authentic Nudori product should stop using it if there is a safety concern and contact the Original Purchase Channel and Nudori.
Preserve, where reasonably available:
Nudori may use this information to investigate authenticity, report suspected infringement, preserve consumer-safety records and coordinate with a marketplace, retailer, law-enforcement agency or regulator where appropriate.
Do not continue using a product that appears contaminated, altered, unsafe or inauthentic.
A transaction remedy generally remains with the channel where the customer paid for the product.
Examples:
Nudori may make an exception where necessary to resolve a product-safety concern, legal obligation or verified operational error. An exception does not create a permanent cross-channel benefit.
Returns, exchanges and refunds for marketplace and retailer orders are processed under the Original Purchase Channel’s rules.
Customers should review the product detail page, order page and return instructions presented by the channel. Eligibility can vary based on product category, hygiene condition, fulfillment method, reason for return and platform rules in effect at the time of purchase.
Nudori’s direct-to-consumer 30-day policy, return-label deduction and one eligible free exchange apply only to qualifying nudori.com orders unless expressly extended in writing to another channel.
If a marketplace authorizes a remedy that is broader than Nudori’s website policy, Nudori will follow the applicable marketplace transaction process for that order.
A customer may not knowingly obtain more than one monetary remedy for the same loss.
Before issuing an additional refund, replacement, credit or reimbursement, Nudori may verify whether a remedy has already been issued by:
If duplicate recovery occurs, Nudori may offset, reverse or recover the duplicate amount where permitted by law and the applicable platform rules. This section does not prevent a customer from seeking a lawful remedy when a prior remedy was denied, incomplete or unrelated to the same loss.
A confirmed defect, transit damage, incorrect product, incomplete order or missing item should be reported through the Original Purchase Channel’s transaction process.
Nudori may request or review:
Where Nudori is responsible for fulfillment, it will complete the required carrier investigation and channel response. Where the marketplace fulfilled the order, the marketplace may control the delivery claim and refund workflow.
Nudori will not refuse to review a credible quality or safety report solely because the product was purchased through a marketplace or retailer.
Customers may report a product-safety concern directly to Nudori regardless of the purchase channel.
Stop using the product immediately if you experience burning, blistering, skin stripping, significant pain, swelling, a spreading reaction or another concerning symptom. Do not reapply the product merely to reproduce the reaction.
Contact [email protected] and provide the product name, purchase channel, order information if available, lot or batch code, use details and a concise description of the concern.
Nudori may investigate the safety concern while the marketplace or retailer separately processes the transaction remedy. The customer should not be required to forgo a safety report in order to use the platform’s return or refund process.
Private reaction photographs or symptom details are not public reviews and will not be used for advertising without separate express permission.
If Nudori issues a product-specific warning, stop-use notice, corrective instruction or recall, the notice applies regardless of where the product was purchased.
Nudori may work with marketplaces, retailers, fulfillment providers, carriers, regulators and customers to:
Follow the most recent verified safety notice even if it differs from an earlier product page, package insert or care guide.
The party responsible for shipping and delivery claims depends on how the order was fulfilled:
| Fulfillment model | Primary delivery-claim path |
|---|---|
| Amazon-fulfilled | Amazon generally controls storage, packing, shipping, delivery service, returns and delivery claims. |
| TikTok-fulfilled | TikTok Shop or its logistics provider generally controls platform-managed logistics claims. |
| Nudori seller-fulfilled marketplace order | Nudori handles the carrier investigation and completes the required marketplace actions. |
| Independent retailer fulfilled | The retailer normally handles delivery claims under its policy. |
| nudori.com | Nudori’s Shipping & Delivery Policy applies. |
Marketplace return eligibility is controlled by the marketplace or retailer. Nudori will not use its website-specific hygiene-seal rule to deny a remedy that the Original Purchase Channel has properly authorized.
However, return eligibility is different from resale eligibility. A returned intimate or direct-skin-contact product must not be resold as new when it is opened, used, contaminated, missing a protective liner, missing a hygiene seal, damaged, altered or otherwise unsuitable for new sale.
Nudori may inspect, quarantine, remove, destroy or otherwise appropriately dispose of returned products in accordance with applicable platform rules, safety requirements and operational controls.
A marketplace’s decision to refund a customer does not automatically establish that the returned unit is safe or eligible for resale.
Nudori works to maintain materially consistent product safety, use, care and claims information across channels. Minor layout, image, package or promotional differences may occur.
A marketplace title, abbreviated product description or promotional image does not replace the complete safety and use instructions supplied with the product or published by Nudori.
If material instructions conflict, stop use and contact Nudori for clarification. Follow the most recent verified product-safety notice.
Physical packaging should use channel-neutral safety and care information and should direct customers to the Original Purchase Channel for transaction returns and refunds.
Prices, coupons, bundles, shipping offers and promotions may differ across nudori.com, Amazon, TikTok Shop and other retailers because each channel has different fees, fulfillment costs, inventory, campaigns and promotion tools.
Nudori does not provide a universal cross-channel price-match guarantee.
The price and promotion displayed by the Original Purchase Channel when the customer completes the purchase controls that transaction, subject to correction of an obvious error and applicable law.
A promotion offered on one channel cannot be transferred to another channel unless its terms expressly allow it.
Nudori will not use false reference prices, misleading discount comparisons or undisclosed material promotion conditions.
A coupon, credit, gift card, promotional balance or loyalty benefit issued by one channel may be usable only on that channel.
Unless expressly stated otherwise:
Nudori does not offer an additional cross-channel satisfaction or money-back guarantee at initial launch.
Nudori will honor:
A future voluntary guarantee may have channel, product, proof-of-purchase, time or authorized-seller conditions. Those conditions will be disclosed before purchase.
Reviews, ratings and seller feedback posted on a marketplace are governed by that platform’s rules.
Nudori will not:
Nudori may request an honest, unbiased review only through methods permitted by the marketplace.
A public review is not the preferred place for a private injury report or intimate photograph. Customers should use Nudori’s secure support path for those matters.
Marketplace communications must use the communication tools and purposes permitted by the Original Purchase Channel.
Nudori will not use marketplace messages to:
Where platform rules permit a manufacturer or safety contact, Nudori may provide product-safety assistance without using that contact to market or divert the customer.
Nudori will use marketplace customer information only for purposes permitted by the marketplace and applicable law, such as:
Nudori will not automatically add marketplace buyers to Nudori promotional email lists, SMS programs, advertising audiences or customer profiles.
A marketplace buyer may separately choose to sign up directly with Nudori where the signup is lawful, voluntary and permitted by the marketplace. The marketplace transaction cannot be conditioned on that signup.
Marketplace customer information will not be sold, traded, publicly disclosed or reused for unrelated marketing.
Nudori’s handling of personal information is described in the Nudori Privacy Policy. The marketplace or retailer also has its own privacy policy and independently determines how it handles information on its platform.
The same transaction may therefore involve separate data controllers or businesses, such as the marketplace, payment provider, carrier, retailer and Nudori.
A request to delete or access data held by Amazon, TikTok Shop or another retailer may need to be submitted directly to that organization. Nudori will process eligible requests concerning information that Nudori controls.
Customers may use the claim, appeal, payment-dispute or chargeback rights available through the Original Purchase Channel, payment provider and applicable law.
Nudori encourages customers to use the marketplace or retailer support path first so the issue can be resolved within the transaction record.
Nudori may provide relevant evidence in response to a claim, including order records, delivery information, communications, return records, product photographs and prior refunds.
Nudori may appeal a marketplace decision where the evidence supports an appeal. An appeal does not prevent Nudori from separately addressing a legitimate safety concern.
Nudori will not treat a good-faith claim as automatic fraud. It may restrict future transactions following human review of credible duplicate recovery, stolen payment credentials, false claims or repeated abuse.
Marketplace and retailer policies can change independently of Nudori. The rules displayed for the order by the Original Purchase Channel at the relevant time generally control the transaction.
Nudori may update this Policy prospectively to reflect:
A future update will not be used to remove a non-waivable right or a specific lawful promise made for an earlier purchase.
For product-quality, authenticity, application, care or product-safety questions, contact:
Nudori Customer Support
Email: [email protected]
Website: nudori.com
For an order-related return, refund, cancellation, delivery claim or payment issue, begin with the Original Purchase Channel.
When contacting Nudori, include the product name, purchase channel, seller name, order number if available, lot or batch code, and a concise description of the issue.
Related policies: Terms of Service · Privacy Policy · Consumer Health Data Notice · Cookies & Privacy Choices · Shipping & Delivery · Returns & Exchanges · Product Safety & Care · Marketplace Orders · Marketing & Reviews · Accessibility
