Refund policy
How the guarantee is described, who actually handles it, and the practical steps that decide whether a refund goes smoothly.
Nervelin orders are advertised with a 60-day money-back guarantee from the purchase date, administered by the seller. This site does not process orders or refunds and cannot issue one. Everything below describes how the guarantee is presented, not a policy we operate.
Who handles your refund
The seller who took your payment. They hold the order record, the payment and the refund system. We are an independent editorial site with no access to any of it, so contacting us will only add delay — use the order confirmation email you received at checkout.
What the guarantee covers
Sixty days from the purchase date, per the seller's stated terms. Note that the clock starts at purchase, not at delivery, which is a distinction people miss. The exact conditions — whether bottles must be returned, who pays return shipping, how long processing takes — are set by the seller and stated at checkout. Read that page before you pay.
How to protect your refund window
- Calendar the deadline the day your order arrives. Sixty days passes faster than you expect with a product designed to be judged slowly.
- Keep the order confirmation email. Order number, date and stated terms. This is the evidence that makes a refund a five-minute conversation.
- Keep the packaging until you have decided. Some guarantees require bottles to be returned, including empty ones.
- Start the request early. A few days before the deadline, not on it. Processing time is not usually counted in your favour.
- Put the request in writing. Email creates a record; a phone call does not.
Common mistakes
The most common reason people lose a refund is not a dispute — it is forgetting the deadline existed. The second is ordering through a third-party marketplace listing, which usually sits outside the manufacturer's guarantee entirely. Ordering through the official seller is what keeps the refund route attached to your order.
If you are not getting a response
Contact the seller again in writing, referencing your original message and order number. If you paid by card and cannot reach a resolution, your card issuer's dispute process is the next avenue — time limits apply there too, so do not leave it.
Terms change
Guarantee conditions are set by the seller and can be revised. The version displayed at checkout when you place your order is the one that binds. Confirm it before you pay rather than relying on any description, including this one.