NERVILLA — REFUND & RETURNS POLICY
Last Updated: May 2026
Our Promise to You
At Nervilla, we stand behind every product we ship. If something isn't right, we'll make it right — quickly, fairly, and without hassle.
This policy explains your options, our commitments, and the exact process for refunds, returns, and replacements. Nervilla is operated by a company registered in the United Kingdom and ships to customers worldwide.
Nothing in this policy limits or excludes any rights you may have under applicable consumer protection law in your country of residence. Where local law provides additional rights, those rights apply automatically and prevail over any conflicting provision in this policy.
For any return or refund matter, contact us at contact@nervilla.com — we respond within 1 business day.
At a Glance
| Situation | What you get | What you do |
|---|---|---|
| Faulty product within 90 days | Free replacement device, no return required | Contact us with proof of issue |
| Faulty product — alternative resolution | Full refund | Return the device at your cost |
| Change of mind within 90 days | Full refund of product price | Return unused, in original packaging, at your cost |
| EU/UK statutory cooling-off (14 days) | Full refund including standard outbound shipping | Return at your cost within 14 days of cancellation notice |
| Statutory consumer rights | Apply per your country's law | Independent of any policy below |
1. Faulty, Defective, or Damaged Products
If your Nervilla device develops a fault within 90 days of delivery, we want to fix it for you fast.
Our Standard Resolution: Free Replacement
For any product reported as faulty within the 90-day warranty period, our standard resolution is a free replacement device, shipped to you at no cost. No return of the original unit is required. You may keep or dispose of the original device at your discretion.
This is the fastest path to resolution and applies in the vast majority of cases. There is no return shipping, no waiting, and no out-of-pocket cost to you.
Alternative Resolution: Full Refund
If you prefer not to receive a replacement device, you may instead opt for a full refund of the product price. This option requires the original device to be returned to our warehouse for inspection.
- Return shipping cost: customer's responsibility under this option
- Refund processed: within 5–10 business days of the device arriving at our warehouse in good condition
- Refunded to: original payment method only
We offer the free replacement as the primary path because it is faster, costs you nothing, and resolves the issue immediately. The refund-with-return path is available for customers who prefer it.
How to Report a Fault
Contact contact@nervilla.com with:
- Your order number
- A clear description of the issue
- A short video or photographs demonstrating the fault, where possible
We respond within 1 business day with next steps.
Quick Diagnostic Step
Most reported issues are caused by minor connection or power-supply factors that are easily resolved (cable, adapter, power source). Before processing a replacement or refund, our team may ask up to three brief diagnostic questions to confirm the fault. This is to get you the right resolution faster — not to delay it.
If the fault is confirmed or cannot be resolved remotely, we proceed immediately with the free replacement offer.
2. Statutory Cooling-Off Period (EU and UK Customers)
If you are a consumer located in the European Economic Area (EEA) or the United Kingdom, you have a statutory right to cancel your order within 14 days of receiving the goods, without giving any reason.
How to exercise this right
- Notify us at contact@nervilla.com before the 14-day period expires, with your order number and a clear statement of your decision to cancel
- Return the goods to us within 14 days of your cancellation notice
- We will issue a refund within 14 days of receiving the returned goods (or proof of return, whichever is earlier)
Refund amount under cooling-off
You will receive a refund of the full product price plus the standard outbound shipping cost (where applicable). Any additional cost beyond standard shipping (e.g. expedited delivery you selected) is not refunded.
Return shipping cost
Return shipping is your responsibility when exercising the statutory cooling-off right. We strongly recommend a tracked and insured service.
Conditions
- The goods may be inspected and handled only to the extent necessary to establish their nature and functioning (as you would in a physical store)
- If the goods have been used beyond that point, we may deduct an amount reflecting the diminished value
The refund is issued to your original payment method, unless otherwise expressly agreed.
If your country provides a different statutory cooling-off period (e.g. Quebec, Iceland, Australia, or other jurisdictions), the longer or more favourable period applies in addition to or instead of this 14-day right.
3. 90-Day Satisfaction Guarantee (Change of Mind)
We're confident in the quality of every Nervilla device. If for any reason you're not satisfied within 90 days of delivery, you may return your unused device for a full refund of the product price.
How it works:
- Contact us at contact@nervilla.com within 90 days of delivery
- We issue written authorisation and the return address within 1–2 business days
- You return the device, unused and in original packaging, at your own cost
- Once received and inspected at our warehouse, we issue a full refund to your original payment method within 5–10 business days
Eligibility for change-of-mind returns:
- Request submitted within 90 days of delivered date
- Device unused and in original, resaleable condition
- All original packaging, accessories, and documentation included
- Valid proof of purchase (order number or confirmation email)
- Written return authorisation received from our team before shipping
Return shipping cost: customer's responsibility for change-of-mind returns. We strongly recommend a tracked, insured service — Nervilla cannot be held responsible for items lost or damaged in transit on the return journey.
No restocking fees apply to change-of-mind returns when the conditions above are met.
This 90-day guarantee is in addition to any statutory cooling-off rights you may have (Section 2) and any statutory warranty rights (Section 4) — it never replaces them.
4. Your Statutory Consumer Rights
Your statutory rights as a consumer are determined by the law of your country of residence. These rights apply automatically and cannot be excluded or limited by this policy.
Examples of statutory rights that may apply depending on your jurisdiction:
| Region | Key Statutory Rights |
|---|---|
| EU / EEA | EU Consumer Rights Directive (14-day cooling-off), Sale of Goods Directive 2019/771 (2-year minimum legal warranty) |
| United Kingdom | Consumer Rights Act 2015 (right to repair, replacement, refund for non-conforming goods) |
| United States | State-level consumer protection laws, FTC implied warranty |
| Canada | Consumer protection acts at provincial level (varies by province) |
| Australia | Australian Consumer Law (consumer guarantees, no time limit on major faults) |
| New Zealand | Consumer Guarantees Act 1993 |
If your country provides stronger or longer protections than this policy, those statutory rights prevail. Where this policy provides protections beyond what your local law requires, those additional protections apply as part of your purchase.
For specific information about your rights, consult your national consumer protection authority or the resources listed in Section 11.
5. Items We Cannot Accept for Return
For hygiene, safety, and integrity reasons, we cannot accept returns of:
- Devices that have been damaged through misuse, accident, unauthorised modification, or failure to follow the user manual
- Devices returned without original packaging, accessories, or proof of purchase
- Devices returned without prior written authorisation from our team
- Items returned more than 90 days after delivery (subject always to your statutory rights)
This does not affect any non-excludable rights you hold under your country's consumer law.
6. Return Process — Step by Step
- Contact us at contact@nervilla.com with your order number, reason for return, and any supporting evidence
- Receive written authorisation from our team within 1–2 business days, including the confirmed return address
- Pack securely in original packaging where possible, and include your order number inside the parcel
- Ship to the authorised address only — returns sent to any other address will be refused and not refunded
- Send tracking to contact@nervilla.com so we can monitor the return
- Receive your refund or replacement once we receive and inspect the package
Important: Please do not ship anything before receiving written authorisation. Unauthorised returns cannot be processed and will be refused at the warehouse.
International returns may take 10–30 business days to arrive at our warehouse, depending on your country and chosen shipping method. We will process your refund or replacement immediately upon receipt and inspection.
7. Return Shipping Costs — Summary
| Reason for Return | Who Pays Return Shipping |
|---|---|
| Change of mind (90-Day Guarantee) | Customer |
| Statutory cooling-off cancellation (EU/UK) | Customer |
| Faulty product — Free Replacement (default) | No return required |
| Faulty product — Refund alternative | Customer |
| Incorrect item received (our error) | Nervilla |
| Item damaged in transit on delivery | Nervilla |
8. Refund Processing Times
- Approval notification: within 3–5 business days of receipt at warehouse
- Refund issued: within 5–10 business days of approval (or within 14 days of cancellation notice for EU/UK statutory cooling-off, whichever is earlier)
- Method: original payment method only — we cannot refund to a different card or account
- Bank processing time: additional 3–10 business days depending on your bank or card issuer
You will receive an email confirmation when your refund is issued. Original outbound shipping costs are non-refundable for change-of-mind returns; they are refundable for EU/UK statutory cooling-off cancellations.
Partial refunds may be issued where an item is returned in a condition that is not original or shows signs of use beyond what is necessary for inspection.
9. Customs Duties and Refunds
For international orders where customs duties, VAT, or import taxes have been paid by the recipient (per our Shipping Policy), please note:
- Customs duties and import taxes paid to your country's customs authority are not refundable by Nervilla — these amounts were paid to your government, not to us
- You may be entitled to reclaim these charges directly from your country's customs authority once goods are returned, depending on local rules
- We recommend keeping all customs documentation and contacting your customs authority for guidance on reclaiming import charges
This does not affect the refund of the product price and (where applicable) the standard outbound shipping cost, which we will refund as set out in this policy.
10. Order Cancellations
Orders may be cancelled before dispatch in accordance with your statutory rights and our policy. Once an order has been handed to the carrier, it cannot be cancelled — please await delivery and follow the standard return process.
To request cancellation, email contact@nervilla.com with your order number immediately after placing your order. We will confirm whether cancellation is still possible and process a full refund if applicable.
11. Disputes, Chargebacks, and Resolution
We're committed to resolving every customer issue directly, fairly, and promptly. If you are unhappy with any aspect of your order, please contact us first at contact@nervilla.com — our team is empowered to resolve nearly every situation within 1 business day.
Before initiating a chargeback or formal proceedings, please:
- Contact us at contact@nervilla.com to describe the issue
- Provide reasonable cooperation in identifying a resolution
- Allow us a reasonable opportunity (no less than 5 business days) to respond and offer a remedy
Filing a payment dispute or chargeback before contacting our support team and allowing us a reasonable opportunity to resolve the matter delays resolution and may complicate the process. We respond to all support requests within 1 business day and offer fair, immediate resolutions consistent with this policy.
If we are unable to resolve your complaint informally, you may seek assistance from the appropriate consumer protection authority in your country, including:
- EU / EEA — European Online Dispute Resolution Platform (ec.europa.eu/consumers/odr) and your national consumer protection authority
- United Kingdom — Citizens Advice (www.citizensadvice.org.uk) and Trading Standards
- United States — Federal Trade Commission (www.ftc.gov) and your state's consumer protection office
- Canada — Competition Bureau (www.competitionbureau.gc.ca) and provincial consumer protection authorities
- Australia — Australian Competition and Consumer Commission (www.accc.gov.au)
- Other countries — your national consumer protection authority
12. Contact Us
Email: contact@nervilla.com Response Time: Within 1 business day Registered Office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
This policy is reviewed periodically. The version published on our website at the time of your purchase governs your order.