Refund policy
Last updated: March 17, 2026
At Nuvella Sleep, we are committed to providing quality products and a smooth customer experience. This policy outlines our terms regarding returns, refunds, and limitations of liability. By making a purchase, you agree to the terms set forth below.
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1. General Policy Overview
Due to the nature of our business and hygiene standards associated with sleep-related products, all return and refund requests are subject to strict eligibility criteria.
Nuvella Sleep operates under a dropshipping fulfillment model, meaning products are shipped directly from third-party suppliers. As such, certain limitations apply.
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2. Return Eligibility
To qualify for a return, all of the following conditions must be met:
• The request must be submitted within 14 days of delivery
• The item must be unused, unwashed, and in original condition
• The item must be returned in its original packaging
• Proof of purchase (order confirmation or receipt) must be provided
Important: Due to hygiene concerns, we do not accept returns on products that have been used, opened, or show signs of wear.
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3. Non-Returnable Items
The following items are not eligible for return or refund:
• Used or opened pillows or bedding products
• Items marked as Final Sale
• Gift cards or promotional items
• Products damaged due to misuse, improper handling, or normal wear
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4. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, you must contact us within 48 hours of delivery.
To process your claim, you must provide:
• Clear photos or videos of the issue
• Order number and product details
Upon verification, we may offer:
• A replacement at no additional cost, or
• A full or partial refund at our discretion
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5. Refund Policy
Approved refunds will be issued to the original payment method.
Please note:
• Refunds are processed within 5–10 business days after approval
• Original shipping fees are non-refundable
• Any return shipping costs are the responsibility of the customer unless the item is defective or incorrect
We reserve the right to deny refunds that do not meet our policy conditions.
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6. Order Cancellations
Orders may be canceled within 12 hours of purchase.
After this period, orders are considered processed and cannot be canceled, as fulfillment may have already begun with our suppliers.
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7. Shipping Responsibility
Nuvella Sleep is not responsible for:
• Shipping delays caused by carriers, customs, or external factors
• Lost or stolen packages marked as “Delivered” by the carrier
• Incorrect shipping addresses provided by the customer
Customers are responsible for ensuring all shipping information is accurate at checkout.
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8. Limitation of Liability
To the fullest extent permitted by law, Nuvella Sleep shall not be held liable for any:
• Indirect, incidental, or consequential damages
• Loss of use, profits, or data
• Injuries or discomfort resulting from improper use of products
All products are provided “as is” without warranties, except where required by applicable law.
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9. Product Use Disclaimer
Nuvella Sleep products, including orthopedic and cervical pillows, are intended for comfort and support purposes only and are not medical devices.
We do not guarantee:
• Medical outcomes
• Pain relief or treatment of any condition
Customers should consult a qualified professional for medical concerns.
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10. Chargebacks & Disputes
Initiating a chargeback without contacting us first to resolve the issue may result in:
• Suspension of future purchases
• Submission of evidence to dispute the claim
We strongly encourage customers to contact our support team for resolution before filing disputes.
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11. Fraud Prevention
We reserve the right to refuse refunds or returns in cases of suspected fraud, abuse of policy, or excessive claims.
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12. Contact Information
For all return and refund inquiries, please contact:
Nuvella Sleep
Email: nuvellasleep@yahoo.com
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13. Policy Updates
We reserve the right to modify this policy at any time. Changes will take effect immediately upon posting on our website.