Frequently Asked Questions

NURAO offers calm-tech essentials designed to reduce stress and improve your space. Our current products include AirPur Mini (portable air purifier), CalmLight (adjustable ambient light), and DeepSleep Mask Pro (premium sleep mask). All products are designed with quiet technology, clean aesthetics, and long-lasting quality.

AirPur Mini uses a dual-stage microfilter with a silent turbine to reduce dust, odors, and allergens in your personal space. It's USB-C powered, ultra-quiet (under 25 dB), and perfect for nightstands, desks, or travel. The soft mint LED ring indicates operation status.

CalmLight uses advanced LED technology with adjustable warmth and brightness to create the perfect ambient atmosphere. It's designed specifically for relaxation, focus, and better sleep — not just illumination. The touch controls and auto-off timer make it effortless to use.

Yes. DeepSleep Mask Pro uses premium memory foam and silk materials specifically chosen for all-night comfort. The adjustable strap ensures a perfect fit without pressure, and the lightweight design won't disturb your sleep. It's also washable and comes with a travel case.

Yes. AirPur Mini and CalmLight both use standard USB-C (5V) power. You can use any USB-C charger, power bank, or laptop USB port. No special adapters needed.

AirPur Mini operates at under 25 dB — quieter than a whisper. It's designed specifically for sleep and work environments where silence matters. You'll barely notice it's running.

All orders ship directly from Prishtina, Kosovo. Every product is carefully inspected before dispatch to ensure quality.

Yes, we ship to all countries worldwide. Delivery times vary by region: Kosovo (1–3 days), Europe (5–9 days), USA & Canada (7–12 days), and Rest of World (10–15 days).

Shipping is free on every order, to every destination. The total you see at checkout is what you pay us. For deliveries outside Kosovo, your country's customs may charge import duties or taxes on arrival, which are paid by the recipient.

Card orders are prepared and handed to the courier within 1–2 business days of payment. Cash on delivery orders are confirmed by us first, then prepared and dispatched.

Yes. Enter your order number and email on the Order Tracking page to see the status of your order. If it hasn't arrived within the expected time, contact us with your order number.

We use Posta e Kosovës for Kosovo, DHL/DPD/GLS for Europe (we choose the fastest route), and DHL Express/USPS partners for worldwide shipping.

Not currently. All orders from Prishtina arrive within 1–3 business days. We're working on expanding delivery options in the future.

You can return items within 14 days of receiving your order, without giving a reason: tell us within 14 days, then send the items back within 14 days of telling us. You can open a product and try it as you would in a shop; if it has been used beyond that, we may deduct the loss in value. Items sealed for hygiene reasons can't be returned once the seal is broken, unless faulty. Details are on the Returns & Refunds page.

For a change-of-mind return, the return shipping is paid by you; we recommend a tracked method. If an item is faulty, damaged or wrong, we pay the shipping.

We refund within 14 days of your cancellation. For a change-of-mind return we may wait until we have received the items back. Card payments are refunded to the same card, and your bank may take a few more days to show it. Cash payments are refunded by bank transfer.

Yes, exchanges are available if the product is eligible and in good condition. Contact our support team to arrange an exchange.

Please check your package on delivery. If it's damaged, tell the courier if you can, and send us photos with your order number. We then replace the item or refund it in full, at no cost to you.

Yes, at any time before your order is dispatched: contact us with your order number. A card payment is refunded in full; a cash on delivery order simply isn't sent. After dispatch, you can still return it within 14 days of delivery.

Yes. We offer bulk orders for hotels, spas, professional spaces, and businesses. Contact our sales team through the contact page or use the bulk inquiry form. We'll provide custom pricing and handle all details to make the process simple.

We accept all major credit cards (Visa, Mastercard, American Express) and debit cards. Payment is processed securely through Stripe. We don't store your payment information.

Absolutely. All payments are processed through Stripe, a PCI-compliant payment processor. We never see or store your full card details. Your payment information is encrypted and secure.

The filter should be replaced every 3–6 months depending on usage. The outer casing can be wiped clean with a soft, damp cloth. Never submerge the unit in water. Full cleaning instructions are included with your product.

CalmLight can be cleaned with a soft, dry cloth. Avoid using harsh chemicals or water directly on the device. The touch controls are sensitive, so gentle cleaning is recommended.

Yes. DeepSleep Mask Pro is washable. Hand wash gently with mild detergent in cold water. Air dry — do not machine wash or use a dryer. The memory foam and silk materials require gentle care.

Filters typically last 3–6 months depending on usage and air quality. The LED indicator will alert you when it's time to replace the filter. Replacement filters are available through our website.

Yes. If a product is faulty or not as described, we repair, replace or refund it at no cost to you, throughout the legal warranty period in your country (in the EU, at least 2 years). Normal wear and tear and damage from misuse are not covered.

Contact us with your order number and a short description of the problem. If the fault is covered by the warranty, we repair or replace the product, or refund it, at no cost. Even if it isn't covered, we'll help you troubleshoot.

Yes. Our support team is available to help with setup, troubleshooting, and any questions about your products. Contact us through the contact page, and we typically respond within 24 hours during business days.

Yes. All NURAO products are designed with safety in mind. AirPur Mini uses safe, non-toxic materials. CalmLight operates at low temperatures and is safe to touch. DeepSleep Mask Pro uses hypoallergenic materials. However, we recommend adult supervision for children using electronic devices.

Yes. AirPur Mini is portable and USB-C powered, making it perfect for travel, including car use. Simply connect it to a car USB adapter or power bank.

Our website and customer support are available in English, Albanian, and German. Product documentation is provided in all three languages.

You can contact us through the contact page on our website. We typically respond within 24 hours during business days. For urgent matters, include 'URGENT' in your subject line.

Currently, we operate online only. All orders are shipped directly from our facility in Prishtina. We're exploring physical retail options for the future.