Return & Refund Policy

27 sep. 2026

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Unopened items: To be eligible, your item must be in the same condition that you received it — unopened, in its original packaging. You'll also need proof of purchase.

Opened items: Because our pest deterrent products need to be used to evaluate their effectiveness, we do accept returns of opened products within the 30-day window — but only if: (a) you used the product as directed, following the placement and usage instructions on the packaging and product page; (b) the product has not been substantially depleted (more than half used); and (c) you contact us with a description of the issue, including how the product was used and why you believe it did not perform as expected. Returns of opened products that were misused or used inconsistently with the product instructions are not eligible for a refund.

To start a return, contact us at support@nellvo.com with your order details.

Please contact us first. If you're unhappy with your order for any reason, we genuinely want to make it right — and we can almost always resolve things faster than your bank or payment provider can.

Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. We will cover return shipping costs for defective or incorrect products, and in some cases may not require you to return the item before issuing a replacement or refund.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. For defective or incorrect products, we may offer a direct replacement at our expense.

European Union and UK 14-Day Cooling-Off Period

If you are a consumer in the European Union or United Kingdom, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification. Our 30-day commercial return policy extends this statutory right. The 14-day withdrawal right is provided with no penalties, cancellation fees, or unlawful restrictions. To exercise this right, notify us within 14 days of delivery. You will then have an additional 14 days to return the product. We will process refunds within 14 days of receiving the returned product or proof of shipment, including reimbursement of standard outbound shipping charges where required under applicable EU law.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, it will be automatically issued to your original payment method within 10 business days. Please note it can take some time for your bank or credit card provider to process and post the refund. We do not charge restocking fees. Import duties, customs charges, and taxes paid to governmental authorities are generally non-refundable by us.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at support@nellvo.com.

Your Consumer Rights

Nothing in this policy limits any mandatory statutory rights available to consumers under applicable law. Products that are defective, unsafe, materially damaged, or not as described may qualify for repair, replacement, refund, or other remedies regardless of any commercial return timeframe.

Contact Us

You can always contact us for any return or refund question at support@nellvo.com.