Our Commitment to You
At Niurock, we stand behind the quality of every product we ship. If something isn’t right, we’ll make it right — quickly, transparently, and without the runaround.
Return Window
You have 15 days from the date of delivery to initiate a return or exchange. We recommend inspecting your order as soon as it arrives so there’s plenty of time to reach out if needed.
To qualify for a return, items must be:
- Unused and in original working condition
- Returned in original packaging with all included accessories
- Accompanied by your order confirmation or proof of purchase
Non-Returnable Items
The following are not eligible for return:
- Gift cards — These are non-refundable once issued
- Cashback / wallet credits — Cannot be redeemed for cash
Partial Refunds
In certain cases, only a partial refund may be issued:
- Items showing visible signs of use or wear
- Items returned incomplete, damaged, or missing components (where damage was not caused by us)
- Returns initiated after the 15-day window
We assess each case fairly and will always communicate clearly before making a decision.
How Refunds Work
Once we receive and inspect your return, we’ll email you within 1–2 business days to confirm receipt and let you know whether your refund has been approved.
Approved refunds are credited back to your original payment method. Depending on your bank or card issuer, processing typically takes 5–10 business days to appear on your statement.
Haven’t Received Your Refund?
Before reaching out, please try the following:
- Check your bank account — refunds sometimes post without a notification
- Contact your credit card provider — processing times vary by institution
- Check with your bank directly — internal clearing can add a few extra days
If you’ve completed all of the above and still haven’t received your refund after 10 business days, email us at contact@niurock.com and our support team will trace the transfer and keep you updated every step of the way.
Sale Items
Only items purchased at full price are eligible for refunds. Items bought on sale or during promotions are final sale and cannot be returned or refunded.
Exchanges
We’ll replace any item that arrives defective or damaged at no cost to you. To request an exchange, email contact@niurock.com with your order number and a brief description of the issue. Our team will respond within 1 business day with next steps.
Gift Returns
If the item was shipped directly to you as a gift: You’ll receive store credit in the form of a gift certificate equal to the item’s value, mailed to you once we receive the return.
If the order was shipped to the gift giver first: The refund will be issued to the original purchaser. Please be aware they will be notified of the return.
How to Start a Return
To begin a return, email us at contact@niurock.com with your order number and reason for return. We’ll respond within 1 business day with a return shipping address and simple instructions.
Please do not ship items back to the manufacturer — returns sent there cannot be processed.
Return shipping costs are the responsibility of the customer and are non-refundable. If a refund is approved, the original outbound shipping cost will not be included in the refunded amount.
For high-value items, we strongly recommend using a trackable shipping method or purchasing shipping insurance. Niurock cannot be held responsible for return packages lost or damaged in transit.
Cashback Rewards
Every Niurock order automatically earns 2% back as wallet credit, added to your account within 24 hours of order confirmation. Credits can be applied toward future purchases — including locks, accessories, or warranty upgrades.
Maximum cashback: $500 per account.
Wallet credits have no cash value and cannot be refunded.
Questions?
Our support team is here to help. Reach us anytime at contact@niurock.com — we typically respond within one business day.