Refund policy

Return & Refund Policy

At Nerivoa®, we want you to feel confident when shopping with us. Because our products include topical wellness products, personal-use devices, and consumable items, return eligibility may vary by product type for safety, hygiene, and quality reasons.

Please review the conditions below to determine whether your order is eligible for a return, replacement, or refund.

Topical Products

Creams, Gels & Personal Care Products

90-Day Money-Back Guarantee

You may request a refund within 90 days of delivery.

Because topical products may need to be tried before customers can determine whether they are suitable for their routine:

  • Opened or used products may still be eligible for a refund.
  • In many cases, we may not require the product to be physically returned for hygiene reasons.
  • We may request photos, order information, or additional details before approving a refund.

Eligibility may be limited in cases of excessive use, misuse, abuse of the refund policy, or purchases made outside our authorized sales channels.

Devices & Equipment

Ultrasonic Therapy Devices & Personal Wellness Devices

Returns may be requested within 90 days of delivery.

To qualify for a return:

  • The product must be in reasonable condition.
  • All included accessories and components should be returned.
  • The product must not have been damaged through misuse, improper handling, modification, or unauthorized repair.

Depending on the circumstances, we may require the device to be returned for inspection before a refund or replacement is approved.

After inspection, eligible orders may receive:

  • A refund to the original payment method, or
  • A replacement product.

Devices showing significant damage, excessive wear, misuse, unauthorized modification, or missing essential components may not qualify for a full refund.

Supplements & Consumable Products

For safety and hygiene reasons:

  • Unopened products may be eligible for return within 90 days of delivery.
  • Opened or used products are generally not eligible for return unless the product arrived damaged, defective, or incorrect.

If you experience an issue with a consumable product, please contact our support team. Depending on the circumstances, we may offer a replacement, refund, or store credit at our discretion.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong product, please contact us as soon as possible.

Once the issue has been reviewed and approved, we may provide:

  • A replacement at no additional cost, or
  • A refund to your original payment method.

We may ask you to provide photographs or videos showing the condition of the product and packaging.

How to Request a Return or Refund

Please contact our customer support team at:

Email: support@nerivoa.com

Please include:

  • Your order number
  • The email address used to place the order
  • A brief description of the issue
  • Photos or videos if the product is damaged, defective, or incorrect

Our team will review your request and provide instructions regarding the next steps.

Please do not return a product before receiving return instructions from our support team.

Return Shipping

If a return is required, instructions and the appropriate return address will be provided by our customer support team.

For damaged, defective, or incorrectly shipped items, Nerivoa® may cover reasonable return shipping costs where applicable.

For other eligible returns, return shipping costs may be the responsibility of the customer unless otherwise required by applicable law.

Refund Processing

Once your refund has been approved, it will be issued to your original payment method.

Please allow approximately 5–10 business days for the refund to appear after it has been processed.

Processing times may vary depending on your bank, credit card provider, or payment service.

Original shipping charges may be non-refundable unless the order was damaged, defective, incorrect, or otherwise required by applicable law.

Regional Consumer Rights

Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage.

You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes or limits rights available to you under applicable Australian consumer law.

European Union

Customers located in the European Union may have certain statutory cancellation and withdrawal rights under applicable consumer protection laws.

In general, eligible consumers may have the right to withdraw from certain purchases within 14 days of receiving the goods.

Exceptions may apply to certain products, including:

  • Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed
  • Certain consumable products
  • Certain personalized or custom products

Nothing in this policy is intended to limit any mandatory consumer rights available under applicable law.

Abuse of the Refund Policy

Nerivoa® reserves the right to refuse a refund or return request where there is evidence of:

  • Fraudulent activity
  • Repeated or excessive refund requests
  • Intentional product damage
  • Abuse of promotional offers
  • Misuse of this Return & Refund Policy

Any such decision will be made based on the circumstances of the individual order.

Contact Us

For questions regarding returns, refunds, replacements, or your order, please contact:

Nerivoa® Customer Support
Email: support@nerivoa.com