Refund policy

Return & Refund Policy

At Nerovella, we want you to be satisfied with your purchase. Please review the following policy carefully before placing an order.

Returns

Return requests must be submitted within 14 days of confirmed delivery.

To be eligible for a return, the item must be:

Unused, unworn, unopened, and in its original condition
In the original packaging with all accessories, labels, and components included
Accompanied by proof of purchase

Do not return any item without contacting us first. Approved returns must be shipped to the return address provided by Nerovella Customer Support. The return address may be different from the address shown on the original package.

Packages returned without prior authorization may not be accepted or refunded.

Non-Returnable Items

For health, hygiene, and safety reasons, we cannot accept returns of:

Opened or used cosmetics, beauty, skincare, personal-care, or hygiene products
Items that have been worn, washed, altered, damaged, or used
Products missing original packaging, accessories, or components
Clearance, final-sale, or promotional items marked as non-returnable
Gift cards
Customized or personalized products

Return Shipping

Unless the item arrived damaged, defective, or incorrect, customers are responsible for all return shipping costs.

Original shipping charges are non-refundable.

We strongly recommend using a trackable shipping service. Nerovella is not responsible for returned packages that are lost or damaged in transit.

Refunds

Once an authorized return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

We reserve the right to deny or reduce a refund if an item is returned used, damaged, incomplete, opened, or otherwise not in its original condition.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival.

If an item arrives damaged, defective, or incorrect, contact us at support@nerovella.com within 7 days of delivery.

Please include:

Your order number
A description of the issue
Clear photographs or video showing the product and packaging

After reviewing the claim, Nerovella may provide, at its discretion and as appropriate, a replacement, store credit, partial refund, or full refund.

Do not discard the product or packaging until your claim has been resolved.

Order Cancellations

Orders may be cancelled only before fulfillment or processing has begun.

Because orders may be transmitted to our fulfillment partners shortly after purchase, we cannot guarantee that cancellation requests can be completed.

Once an order has entered fulfillment, been processed, or shipped, it cannot be cancelled and the standard return policy will apply.

Shipping Delays

Estimated delivery dates are estimates and are not guaranteed.

Delays caused by carriers, customs processing, weather, high-volume periods, transportation disruptions, incorrect customer information, or other circumstances outside our reasonable control do not automatically qualify an order for a refund.

If you believe your package is lost or substantially delayed, contact support@nerovella.com so we can investigate.

Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Nerovella is not responsible for additional shipping costs, delays, failed delivery, or loss resulting from an incorrect or incomplete address supplied by the customer.

If an order is returned because of an address error, additional shipping charges may apply before the order can be resent.

Refused or Unclaimed Packages

Orders that are refused, abandoned, or left unclaimed may not qualify for a full refund. Any shipping, return, handling, or carrier charges incurred may be deducted from an eligible refund.

Packages Marked as Delivered

If tracking shows an order as delivered but you cannot locate it, contact us promptly.

We may assist with a carrier investigation; however, a tracking status showing successful delivery does not automatically guarantee a replacement or refund.

Exchanges

We do not offer direct exchanges.

If your return is approved, you may return the eligible product according to this policy and place a new order separately.

Abuse and Fraud Prevention

Nerovella reserves the right to refuse returns, refunds, replacements, or future orders when we reasonably suspect fraud, return abuse, chargeback abuse, altered evidence, or misuse of this policy.

Nothing in this policy limits any rights that cannot legally be excluded under applicable law.