Returns & 30-Night Guarantee

30-Night Guarantee

Eligible NUVELL pillows purchased directly from our website are covered by a 30-Night Guarantee. You must try your pillow for at least 14 nights. If it still does not feel right, you may request a comfort return from day 15 up to 30 days after delivery.

• You may choose a refund of the product purchase price or one exchange, subject to stock availability.
• If an exchange is unavailable, we will provide a refund of the product purchase price instead.

Eligibility

The guarantee applies only where all of the following are true:

• The pillow was purchased directly from NUVELL.
• 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.
• NUVELL may refuse a comfort return if the returned item is damaged, heavily marked, contaminated, or not in reasonable condition.
• If a comfort return is refused after assessment, we will contact you. You may be required to pay postage if you want the item returned to you.
• The guarantee applies to a maximum of 2 opened pillows per household.

Return shipping

For eligible comfort returns within Australia, NUVELL will provide one prepaid return label. 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.

Unopened change-of-mind returns

If your pillow is unopened, unused, and in original packaging, you may request a change-of-mind return within 14 days of delivery. The customer is responsible for return shipping costs and original shipping fees are not refundable unless required by law.

Faulty, damaged, or incorrect items

If your item arrives faulty, damaged, incorrect, or not as described, please contact us as soon as possible with your order number and clear photos so we can assess the issue promptly. This does not limit your rights under the Australian Consumer Law. 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.

How to start a return

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