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 serves customers throughout New Zealand. Nothing in this policy limits any rights you hold under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or the Contract and Commercial Law Act 2017.
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 |
| Statutory consumer rights | Always apply | 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 photograph showing the fault, where possible
We respond within 1 business day with next steps.
Quick Diagnostic Step
Many reported issues are caused by minor connection or power factors that we can resolve in minutes (cable seating, adapter compatibility, 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. 90-Day Money-Back 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 guarantee sits on top of your statutory consumer rights and never replaces them.
3. Your Statutory Rights Under New Zealand Law
Under the Consumer Guarantees Act 1993, all products sold by Nervilla must be of acceptable quality, fit for purpose, match their description, and free from defects. These guarantees apply automatically and cannot be excluded.
Where a product fails to meet a consumer guarantee:
- For a substantial failure, you may reject the goods and receive a full refund, or keep the goods and receive compensation
- For a minor failure, we will repair, replace, or refund within a reasonable time
These statutory rights apply independently of and in addition to the resolutions described in Sections 1 and 2 above.
4. 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 New Zealand consumer law.
5. 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.
6. Return Shipping Costs — Summary
| Reason for Return | Who Pays Return Shipping |
|---|---|
| Change of mind (90-Day Guarantee) | 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 |
7. Refund Processing Times
- Approval notification: Within 3–5 business days of receipt at warehouse
- Refund issued: Within 5–10 business days of approval
- 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 (where applicable) are non-refundable for change-of-mind returns.
8. Order Cancellations
Orders may be cancelled before dispatch. 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.
9. Disputes and Chargebacks
We're committed to resolving every customer issue directly and promptly. If you're 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 24 hours.
Filing a payment dispute or chargeback before contacting our support team 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.
10. New Zealand Consumer Protection
Nothing in this policy limits, excludes, or modifies any rights you hold under:
- Consumer Guarantees Act 1993
- Fair Trading Act 1986
- Contract and Commercial Law Act 2017
If you believe your rights have not been respected, you may contact:
- Consumer Protection NZ — www.consumerprotection.govt.nz
- Commerce Commission NZ — www.comcom.govt.nz
- Disputes Tribunal — www.disputestribunal.govt.nz
11. 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.