Returns & 30-Night Guarantee

Opened pillows: the 30-Night Guarantee

Try your pillow for at least 14 nights. If it still does not feel right, you may request a comfort return for an eligible pillow purchased directly from our website from day 15 up to 30 days after delivery. The guarantee covers a maximum of two opened pillows per household, including pillows bought in a bundle.

• You may choose a refund of the amount paid for each returned pillow or one exchange, subject to stock availability.
• NUVELL pays delivery of one comfort exchange within Australia. If an exchange is unavailable, we will refund the amount paid for each returned pillow instead.

Comfort-return conditions

The 30-Night Guarantee applies only where all of the following are true:

• The pillow was purchased directly from the NUVELL website.
• The request is made from day 15 up to 30 days after delivery.
• The pillow has been tried for at least 14 nights.
• Proof of purchase is provided.
• The pillow has been used with a pillowcase.
• The pillow must be clean, dry, and free from stains, odours, mould, damage, pet hair, bed bugs, or other contamination.
• The request is within the maximum of two opened pillows covered per household.

Comfort-return postage and refunds

For eligible comfort returns within Australia, NUVELL provides one prepaid return label covering up to two eligible opened pillows. Original shipping fees, if any, are not refundable for comfort returns unless required by law. Refunds are processed to the original payment method after the product is received and assessed. If an item does not meet the comfort-return conditions, we will explain why and contact you before arranging any return postage at your cost.

Unopened pillows: 30-day change-of-mind returns

If your pillow is unopened, unused, and in original packaging, you may request a change-of-mind return up to 30 days after delivery. You pay return postage. Original shipping fees are not refundable unless required by law.

Refunds for bundles and discounted orders

Each returned pillow is refunded at its share of the amount you paid for the bundle, including any applicable promotional discount. Pillows you keep are not repriced. For example, if you paid $529 for four pillows with no further discount, an eligible return of one pillow would refund $132.25. The limit of two opened pillows per household still applies to comfort returns; unopened pillows follow the separate conditions above.

Faults and consumer rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Faulty, damaged, incorrect or misdescribed items

Contact contact@nuvell.com.au with your order reference and a description of the problem. Photos can help us assess it. Examples include a seam failure, fill leakage caused by manufacturing, an incorrect item, or damage on arrival. The 14-night trial, 30-day comfort-return window and two-opened-pillow limit do not restrict your Australian Consumer Law rights.

Assessment and return costs for faults

We may ask for photos, further information, or return of the product so we can assess the issue. If we confirm that the product has a fault or issue covered by Australian Consumer Law, we will provide an appropriate remedy and reimburse reasonable return postage costs where required by law.

Damage, care and use

A change in comfort preference outside the 30-Night Guarantee is different from a product fault. Damage caused after delivery by misuse, incorrect washing or drying, accidents or failure to follow care instructions may not be a product fault. We assess the cause and circumstances of each issue; a stain, odour or other problem present on arrival should be reported to us. Nothing in our care or return conditions removes consumer guarantees that apply under the Australian Consumer Law.

Purchases for a business or property

Our published online-store terms, including the return options above, apply to website purchases made for a business, hotel or short-stay property. Different trade terms apply only where we agree them with you before purchase. Use in a hotel or short-stay property does not by itself remove any consumer guarantees that apply to your purchase.

How to start a return

Email contact@nuvell.com.au with your full name, order reference, item being returned, reason for return, and photos if the item is faulty, damaged, or incorrect.