Terms of Service

27 sep. 2026

1. Introduction and Company Details

These Terms and Conditions ("Terms") govern the use of the website nellvo.com (the "Website") and all purchases of products offered through the Website. In these Terms, "Nellvo," "we," "us," or "our" refers to the Website operator and seller of record, and "you" or "customer" refers to any person accessing the Website or purchasing products.

The Website is operated by Formae Limited, a company registered in Hong Kong. Unless otherwise specified on the Website, Formae Limited is the contracting entity responsible for the sale of products and services offered through the Website. The company conducts business globally and offers products to customers located in the United States, the European Union, the United Kingdom, and other international jurisdictions.

By accessing the Website, placing an order, or otherwise using our services, you agree to be bound by these Terms and Conditions and all policies incorporated herein by reference, including our Privacy Policy, Shipping Policy, and Return and Refund Policy where applicable. If you do not agree with these Terms, you must discontinue use of the Website and refrain from purchasing products.

You represent that you are at least eighteen (18) years old or the age of legal majority in your jurisdiction and legally capable of entering into binding contracts.

Last Updated: September 27, 2026

2. Scope of Terms and Acceptance

These Terms and Conditions apply to all purchases, browsing activities, communications, and interactions conducted through the Website. Additional policies referenced throughout these Terms form part of the contractual agreement between you and Nellvo.

The contract between you and Nellvo is formed only after we have accepted your order and issued an order confirmation email confirming that payment has been authorized and the order has entered processing. Submission of an order through the checkout process constitutes an offer to purchase, but does not guarantee acceptance. We reserve the right to refuse or cancel orders for lawful reasons including product unavailability, suspected fraud, pricing inaccuracies, export restrictions, violations of these Terms, or concerns regarding payment authorization.

If an order cannot be fulfilled after payment has been authorized, we will notify you and issue a refund using the original payment method.

3. Product Information and Pricing

We strive to ensure that all product descriptions, photographs, specifications, and pricing information presented on the Website are accurate and up to date. However, minor variations in packaging, color, dimensions, or appearance may occur due to manufacturing updates, display settings, or product improvements.

Unless otherwise indicated, all prices displayed on the Website are shown in United States Dollars (USD). Customers purchasing from jurisdictions outside the United States may see estimated localized pricing for convenience purposes, but transactions are processed in USD or the currency specified at checkout.

Prices displayed on the Website do not include customs duties, import taxes, value-added tax (VAT), goods and services taxes (GST), brokerage fees, or other governmental charges unless explicitly stated during checkout. Customers outside the United States are responsible for complying with their local import regulations and paying any applicable duties or taxes imposed by customs authorities.

We reserve the right to correct pricing errors, typographical mistakes, or inaccuracies at any time. If a pricing error materially affects an order already placed, we will contact you with the option to proceed at the corrected price or cancel the order for a full refund.

4. Product Disclaimers

Nellvo products are designed to help deter and repel pests using natural ingredients. Please read the following disclaimers carefully before purchasing or using our products:

No Guarantee of Elimination. Our products are designed to help repel rodents and other pests but are not guaranteed to eliminate infestations. Results may vary depending on the severity of the pest problem, environmental conditions, placement, the size of the area being treated, and other factors outside our control.

Not a Replacement for Professional Services. Our products are not intended as a substitute for professional pest control services. If you are experiencing a severe or persistent pest infestation, we recommend consulting a licensed pest control professional. Our products may be used as a complementary or preventive measure alongside professional treatment.

Use as Directed. Always follow the usage instructions provided with the product and on the applicable product page. Do not use the product in a manner inconsistent with its labeling. Keep products out of reach of small children. If you have pets, review the ingredient list and consult your veterinarian if you have concerns about use around specific animals.

Natural Ingredients. Our products contain natural essential oils and botanical ingredients. While these ingredients are generally recognized as safe for household use, individual sensitivities may vary. If you experience any adverse reaction, discontinue use immediately and consult a healthcare professional if necessary. Ingredient lists are provided on each product page and on the product packaging.

Regulatory Status. Our products are formulated to comply with applicable regulations governing pest deterrent products. Where our products qualify for exemption from registration requirements (such as minimum-risk pesticide exemptions under FIFRA 25(b) in the United States), we maintain compliance with the applicable conditions of those exemptions. We do not make claims that our products have been evaluated or approved by any governmental agency beyond what is expressly stated on our product labels.

No Medical or Health Claims. Our products are pest deterrent products only. They are not intended to diagnose, treat, cure, or prevent any disease or health condition in humans or animals.

5. Orders and Contract Formation

When placing an order through the Website, you agree that all information submitted is truthful, accurate, current, and complete.

After submitting your order, you will receive an initial acknowledgment email confirming receipt of your request. This acknowledgment does not constitute acceptance of your order. A legally binding contract is formed only once we send a separate order confirmation email confirming acceptance and shipment processing.

We reserve the right to limit quantities, reject orders, or refuse service to any customer where reasonably necessary to protect the business, comply with law, prevent fraud, or address suspected abuse of promotions or refund programs.

6. Payment and Billing

We accept major credit cards and other payment methods as listed at checkout. All payments are processed via secure payment gateways. By submitting payment information, you represent that you are authorized to use the provided payment method and you authorize us (and our payment processor) to charge the full order amount (including any applicable taxes, shipping fees, and charges) to that payment method.

Your payment will be charged upon order placement. All billing information must be truthful and accurate; providing false, misleading, or unauthorized billing information constitutes a breach of these Terms.

We do not store your full payment card details on our systems; payments are handled by our PCI-compliant payment service providers. Prices, shipping costs, and applicable charges are subject to change, but no change will affect orders you have already placed and received a confirmation for.

Chargeback or dispute abuse may result in blocked future purchases.

7. Shipping and Delivery

We handle product shipment pursuant to our detailed Shipping Policy, which is incorporated into these Terms by reference. Key terms include:

Processing Time. Orders are typically processed and dispatched within 1–3 business days after order confirmation unless otherwise noted. We will notify you of any significant or unforeseen delay in dispatch.

Delivery Times. Delivery estimates will be provided at checkout. Standard shipping to the United States may typically range from 5–14 business days depending on destination and shipping method. Please note these are estimates only and are not guaranteed delivery dates, as delays may occur due to customs processing, carrier interruptions, weather conditions, or events outside our reasonable control. We are not responsible for delays caused by circumstances outside our control, but we will assist in tracking and resolving shipment issues where reasonably possible.

Shipping Costs. Shipping options and associated costs will be clearly displayed during checkout. Any applicable customs duties, import VAT, brokerage charges, or local taxes are generally not included within shipping fees unless expressly stated. You are responsible for such charges where applicable. We do not control and cannot predict customs assessments imposed by local authorities, but we will provide commercially reasonable shipping documentation to facilitate customs clearance.

Risk of Loss. All orders are shipped with the risk of loss or damage passing to you only when you (or a person designated by you) physically receive the goods. This means that we remain responsible for any loss or damage to products while they are in transit and prior to delivery. If a package is lost during shipment or arrives materially damaged, please notify us promptly and we will work with you to arrange an appropriate remedy, which may include replacement, reshipment, or refund as appropriate.

Delivery Deadlines. We will make commercially reasonable efforts to deliver orders within the estimated delivery timeframes communicated during checkout. If we cannot fulfill delivery within thirty (30) days of order acceptance, or within another expressly agreed timeframe, you may have the right under applicable law to cancel the order for a full refund. In such circumstances, please contact us and we will process any required refund promptly.

8. Returns, Refunds, and Cancellation

We want you to be satisfied with your purchase. Our Return and Refund Policy is incorporated into these Terms. In summary:

30-Day Return Policy. We offer a 30-day return policy for our products. If for any reason you are not satisfied with your purchase, you may return eligible physical products within 30 days of delivery for a refund, exchange, or store credit according to our policy guidelines. Please note the item must be in its original condition with original packaging and all included components for a full refund (reasonable handling to inspect the product is permitted).

EU/UK 14-Day Right of Withdrawal. If you are a consumer in the European Union or United Kingdom, you are entitled by law to a 14-day "cooling-off" period during which you may cancel your purchase for any reason (or no reason) and obtain a full refund. Our 30-day commercial return policy extends this right, but we expressly guarantee that the statutory 14-day withdrawal right is provided with no penalties, cancellation fees, or unlawful restrictions. The 14-day period begins on the day after you receive the goods. To exercise this right, you must notify us within 14 days of delivery that you wish to cancel. You will then have an additional 14 days to return the product to us. 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.

How to Initiate a Return/Withdrawal. To initiate a return or withdrawal, contact us at support@nellvo.com with your order details and a statement that you wish to return the item or cancel the contract. We will respond with return instructions, including the applicable return shipping address and any required materials.

Return Shipping Costs. If you are returning a product because you changed your mind or no longer want it, you will generally be responsible for return shipping costs unless otherwise required by law. In all cases, we recommend using a trackable shipping service and securely packaging returned products. You remain responsible for returned goods until they are received by us.

Condition of Returned Items. Please return products in substantially original condition. You may inspect and handle the product only to the extent reasonably necessary to determine its nature, characteristics, and functionality, similar to what would be permitted in a retail store environment. However, if returned items show signs of misuse, avoidable damage, excessive wear, missing components, or diminished value beyond what is reasonably necessary for inspection, we reserve the right to deduct from the refund an amount reflecting the diminished value of the returned goods, consistent with applicable law. We will notify you of any such deduction before finalizing the refund.

Refund Processing. Once we receive and inspect your returned item, we will send you a confirmation email regarding the status of the return. Refunds for approved returns will generally be processed to the original payment method within 14 days after receipt of the returned product or proof of shipment, whichever is earlier where required by applicable law. Please note that financial institutions and payment providers may require additional processing time before the refund appears in your account. We do not charge restocking fees. Import duties, customs charges, and taxes paid to governmental authorities are generally non-refundable by us, although customers may be able to seek recovery from local customs authorities where applicable.

Defective or Misdescribed Products. These return provisions are designed to comply with and exceed applicable consumer protection laws. They do not limit any mandatory statutory rights available to consumers. 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.

9. Product Quality, Warranties, and Legal Rights

We stand behind the quality of our products. Customers should receive products that conform to the descriptions, specifications, and representations presented on our Website and that are of satisfactory quality and reasonably fit for their intended purpose.

Statutory Warranty (EU/UK). If you are an EU or UK consumer, products purchased from us include legal guarantees of conformity under applicable consumer protection laws. If a product is defective, not as described, or fails to conform to legal requirements, you may be entitled to repair, replacement, price reduction, or refund in accordance with applicable law. These statutory rights generally apply for a minimum period of two years from delivery in many EU jurisdictions, or longer where national laws provide extended protections. UK consumers may also benefit from rights under the Consumer Rights Act 2015. Nothing in our policies excludes or limits these mandatory rights. If you experience a product issue during the applicable legal guarantee period, please contact us and we will work in good faith to provide an appropriate remedy consistent with applicable law.

Implied Warranties (U.S.). For U.S. consumers, our products may include implied warranties arising under applicable state law, including implied warranties of merchantability and fitness for a particular purpose where such warranties cannot lawfully be disclaimed. We do not disclaim implied warranties where prohibited by law. Where applicable, implied warranties remain in effect for the minimum duration required by law.

Warranty Limitations. Our warranties and guarantees do not cover damage resulting from misuse, unauthorized modification, improper storage, accidents, abuse, neglect, commercial misuse, or ordinary wear and tear. Consumable products and components may also be subject to ordinary usage limitations. Nevertheless, we will evaluate product concerns in good faith and seek commercially reasonable customer-focused resolutions where appropriate.

10. Limitation of Liability

No Unlawful Exclusions. Nothing in these Terms (or elsewhere in these Terms) is intended to exclude or limit liability that cannot lawfully be excluded under applicable law. This includes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, gross negligence where applicable, or violation of mandatory consumer protection rights. Specifically, for EU and UK consumers, we do not exclude liability for failure to provide products that conform to legal requirements, and for U.S. consumers we do not exclude liability arising under non-waivable consumer protection statutes or regulations.

Indirect Damages. Subject to the foregoing, Formae Limited shall not be liable for any indirect, incidental, consequential, punitive, special, or exemplary damages arising out of or relating to use of the Website, products, or services. This includes, for example, loss of profits, business interruption, reputational harm, loss of opportunity, or loss of data, even where we have been advised of the possibility of such damages. Our products and services are intended for personal consumer use, and we are not responsible for business-related losses arising from unauthorized commercial or resale use.

Direct Damages Cap. Except for liabilities that cannot lawfully be limited, our total cumulative liability arising from or relating to any claim involving products, services, or Website use shall not exceed the total amount paid by you for the specific product or service giving rise to the claim. This limitation applies on a cumulative basis and not per incident, claim, or occurrence.

No Waiver of Consumer Rights. You may have legal rights as a consumer that cannot be excluded, waived, or limited by contract. The limitations set forth above are intended to operate only to the maximum extent permitted by applicable law and shall not restrict mandatory statutory remedies. For example, consumers in the EU and UK retain legal rights relating to faulty or non-conforming products regardless of these limitations. Remedies provided under these Terms are supplemental to any non-waivable rights available under consumer protection laws.

Force Majeure. Formae Limited shall not be responsible for failure or delay in performing obligations under these Terms where such failure or delay results from events beyond our reasonable control, including natural disasters, severe weather, war, terrorism, labor disputes, governmental actions, pandemics, supply chain interruptions, transportation disruptions, internet outages, or utility failures ("Force Majeure Events"). However, nothing in this provision removes any right you may have under applicable law to receive a refund for goods or services that cannot ultimately be provided.

11. Intellectual Property

All content on the Website — including but not limited to text, images, graphics, logos, product names, brand names, designs, layout, and software — is the property of Formae Limited or its licensors and is protected by applicable intellectual property laws. "Nellvo" and the Nellvo logo are trademarks of Formae Limited.

You may not reproduce, distribute, modify, create derivative works of, publicly display, or otherwise use any Website content for commercial purposes without our prior written consent.

Any feedback, reviews, comments, photographs, testimonials, or other content submitted by users must be lawful, accurate, non-deceptive, and must not infringe the rights of any third party. We reserve the right to remove or refuse user-submitted content that violates these standards, applicable laws, intellectual property rights, or our internal policies. By submitting content, you grant us a non-exclusive, royalty-free, worldwide license to use, display, and reproduce that content in connection with our business operations.

12. User Conduct and Site Use

When using our Website, you agree to use it only for its intended lawful purposes, including browsing products, placing orders, and communicating with customer support. You must not misuse the Website by knowingly introducing malicious software, attempting unauthorized access, interfering with Website functionality, engaging in fraudulent activity, scraping or extracting data without authorization, or violating applicable laws or third-party rights.

13. Governing Law and Dispute Resolution

Governing Law. These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by the laws of the Hong Kong Special Administrative Region, without regard to conflict of law principles. However, if you reside outside Hong Kong, you may benefit from mandatory consumer protection laws applicable in your country or jurisdiction of residence, and nothing in these Terms is intended to deprive you of such protections. In particular, if you are a consumer located in the European Union or United Kingdom, the mandatory laws of your country of residence that provide greater consumer protection may continue to apply notwithstanding the choice of Hong Kong law. The United Nations Convention on Contracts for the International Sale of Goods (CISG) shall not apply.

Informal Resolution First. We encourage customers to contact us first in order to resolve any concerns informally and in good faith. Our customer support contact is support@nellvo.com, and we will make commercially reasonable efforts to resolve disputes promptly and fairly.

Jurisdiction. Any legal proceedings arising out of or relating to these Terms shall be subject to the exclusive jurisdiction of the courts of Hong Kong, except where mandatory consumer protection law in your jurisdiction provides otherwise. If you are a consumer in the EU, UK, or another jurisdiction with mandatory local dispute resolution protections, you retain the right to bring proceedings in your local courts.

Alternative Dispute Resolution. For consumers located in the EU or UK, we remain open to attempting informal dispute resolution or mediation where appropriate. Although we are not currently obligated to participate in any specific EU or UK Alternative Dispute Resolution ("ADR") program, we may voluntarily consider ADR requests on a case-by-case basis where commercially reasonable.

14. Changes to Terms

We may update or amend these Terms and Conditions from time to time to reflect changes in our services, legal obligations, operational practices, technology, or other legitimate business reasons. When we make updates, we will post the revised Terms on this page with an updated "Last Updated" date. For material changes, we may also provide notice through email communications, Website notices, or account notifications where appropriate.

Continued use of the Website, products, or services after revised Terms become effective constitutes acceptance of the updated Terms. If you do not agree to the revised Terms, you should discontinue use of the Website. No amendment will retroactively reduce mandatory consumer rights or increase legal obligations without notice where prohibited by law.

15. Contact Information

Formae Limited is the responsible operator of this Website. You may contact us regarding these Terms, orders, accessibility requests, or other legal or customer service matters at:

Email: support@nellvo.com

Mailing Address: Formae Limited Unit 308, 3/F., Chevalier House 45–51 Chatham Road South Tsim Sha Tsui, Hong Kong

Website: nellvo.com

We aim to respond to customer inquiries as promptly as reasonably possible, typically within 1–2 business days.