Refund policy
Refund Policy
The Following Guarantee ONLY applies to the Nerva Wrap by Nuvelo.
(The Red Light Activation Gel, Wrist Kinesiology Tape, and any bundled free gifts do not qualify for this guarantee.)
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60-Day Result Money-Back Guarantee
We're so confident the Nerva Wrap works that we back it with a full money-back guarantee — as long as you actually give it a real chance.
Compressed nerves don't recover in a single session. That's why our guarantee is built around results, not just trying it once and giving up. Use it consistently and if you don't notice a difference, we'll refund you in full.
To qualify for a full refund:
- Use the device once daily for a minimum of 40 consecutive days
- Request your refund within 60 days of delivery
- Contact us at nuvelosupport@gmail.com with your order number and let us know it didn't work for you
- Return the device with all original contents (device, charging cable, manual) in working condition
- Box must be in acceptable condition
- You are responsible for return shipping
Once we receive and inspect the return, your refund will be processed within 5–10 business days to your original payment method.
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"It's Not Working" — Let Us Help Before You Return
We hear this sometimes, and we get it — any new device can feel unfamiliar at first. But here's what we've learned after helping thousands of customers: in almost every case where someone says the device "isn't working," it turns out to be a simple setup or consistency issue that takes about two minutes to fix.
The device works. We know this because we've seen it work for thousands of people. If you're not feeling it, something small is off — and we want to help you find it.
Before assuming the device isn't working, please try the following:
- Make sure the LED inner layer is making full contact with the skin on your wrist — the light needs direct skin contact to penetrate properly
- Make sure the device is fully charged before your session
- Use it consistently every day — results from red and near-infrared light therapy are cumulative, not immediate
Still not feeling it after trying the above? Email us at nuvelosupport@gmail.com. Our team will personally walk you through it and get it working for you. Most customers who reach out are using it correctly within one email.
Please note: Difficulty using the device or not feeling results after one or two sessions does not qualify for a refund under our Results Guarantee. Our guarantee exists for customers who have genuinely committed to consistent daily use for 40+ days and still haven't seen improvement — not for first impressions. We've built this policy this way because we know the device works, and we don't want anyone giving up on results they're two weeks away from.
If you're struggling, please reach out. We'd much rather help you get results than process a return.
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Damaged or Defective Items
If your item arrives damaged or isn't working out of the box, we'll fix it immediately — no return required.
Just email us within 30 days of delivery with your order number and a photo or short video showing the issue. We'll send a replacement or issue a full refund, your choice.
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Never Received Your Order
If your order shows as delivered but you never received it, check your front door, mailbox, and with a neighbor first — carriers sometimes scan packages before final delivery.
If it still hasn't shown up, email us and we'll investigate with the carrier. If it's confirmed lost, we'll reship or refund in full.
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Order Cancellation
Orders can be cancelled before they ship. Email us as soon as possible with your order number. Once shipped, we can no longer cancel — but you can return it under our 60-day policy once it arrives.
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Chargebacks & Bank Disputes
Before contacting your bank, please email us at Nuvelosupport@gmail.com. We respond within 24 hours and can resolve any issue faster and easier than a bank dispute. If a chargeback is filed without contacting us first, we will respond to the dispute with full documentation including order confirmation, delivery tracking, and all correspondence.
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Contact Us
Email: Nuvelosupport@gmail.com.
Response time: within 24 hours, Monday – Saturday
Please Note: By placing an order with getnuvelo.com, you acknowledge and agree to our store policies, including our shipping, cancellation, and return terms.