Refund policy

We strive to ensure customer satisfaction with all our products. If for any reason you are not satisfied with your Nucleus device and subscription, we offer the following return and refund options. Please carefully read the terms below to understand our policy and do not hesitate to reach out to our customer service team if you have any questions.

Refund Eligibility

Nucleus Device with Monthly Subscription:

If you have purchased a Nucleus device with a monthly subscription plan, you are eligible for a $100 refund once the device is returned in good condition, provided it has been used for less than 9 months. "Good condition" is defined as follows:

  • The device must be fully functional, free from significant damage such as cracks, dents, or screen scratches.
  • All accessories originally included with the device, such as the charger and case(s), must also be returned.
  • The device must not have any signs of water damage or tampering.

Upon receipt and inspection of the device, we will process your refund. If you have used the device for over 9 months with the monthly subscription, you will not be eligible for a refund. However, you can still cancel your subscription to prevent future charges by returning the device.

Nucleus Device with Annual Subscription:

For customers with an annual subscription plan, refunds for the remaining months of the subscription are available if the device is returned in good condition within the first 9 months of the subscription period.

  • If the device is returned after the 9th month, no refund for the unused portion of the subscription will be issued.

After the 9-month period, while no refund is available, returning the device is still required to cancel your subscription and avoid any future charges. The device must meet the same "good condition" standards as described above.

Return Process

To initiate a return:

  1. Please contact our customer service team at  (516)951-1340 or support@nucleuscare.com to obtain a Return Merchandise Authorization (RMA) number and shipping instructions.
  2. Carefully package the device and any accessories to avoid damage during transit. You are responsible for shipping costs and ensuring the safe return of the device.
  3. Upon receipt and verification that the device is in good condition, refunds or cancellations will be processed in accordance with the policy outlined above.

Additional Information

  • We reserve the right to deny a refund if the returned device is not in good condition or if it does not meet the eligibility criteria mentioned.
  • Refunds will be issued to the original payment method and may take up to 10 business days to process after the return is verified.
  • This return policy applies only to Nucleus devices and subscriptions purchased directly from our website. If you purchased your device from a third-party retailer, please refer to their return policy.

If you have any questions or need further clarification regarding our return policy, please do not hesitate to contact us at (516)951-1340 or support@nucleuscare.com.