Refund policy

 

Nevellé Returns & Exchanges Policy

We want you to be completely happy with your purchase from Nevellé. However, if for any reason you’re not, here’s everything you need to know about returning an item.

Requesting a Return

To start a return, please email us at customerservice@nevelleofficial.co.uk with your order number and the email address you used to place the order. Once your return has been authorised, we’ll provide full instructions. Please do not post any items back to us without confirmation — they won’t be accepted and you won’t be eligible for a refund.

What Can Be Returned

We accept returns for items that meet the following criteria:

  • The product is unused and in brand new condition

  • It’s in the original, unopened packaging

  • The return request is submitted within 14 days of receiving your order

Items that have been opened, used, or are not in a resaleable state cannot be refunded for hygiene reasons.

Items We Can’t Accept Back

For safety and hygiene reasons, the following items are non-returnable:

  • Products that have had their seals broken or tampered with

  • Tools such as scissors, nippers, files, e-file machines, and drill bits

  • Custom or made-to-order items

  • Digital products, including online masterclasses

  • Any individual part of a product kit (kits must be returned in full)

Incorrect Items

If you’ve received something different from what you ordered, we’re really sorry! Please email us at customerservice@nevelleofficial.co.uk with your order number, a photo of the item received, and a copy of the packing slip. We’ll make sure the correct item is sent out to you promptly.

Faulty or Damaged Items

Should your order arrive damaged or not working as it should, let us know within 48 hours of receiving it. Faults reported after this window unfortunately cannot be accepted.

If the issue is confirmed, we’ll either repair, replace, or refund the item — at our discretion. In most cases, replacement parts may be sent out first. General wear and tear, or damage caused by improper use, won’t be classed as faulty.

Refunds

Once your return has arrived and we’ve checked it over, we’ll let you know if a refund has been approved. If approved, the amount will be returned to your original payment method.

Please allow up to 10 working days for the funds to appear in your account, depending on your bank.

If you used a discount code or promotion, your refund will reflect the price you actually paid, not the full retail value.

Exchanges

We’re not able to offer direct exchanges. If you need a different product, please return the original (if eligible), and place a new order separately.

Returning Items – Postage

If you’re sending something back because you’ve changed your mind or it’s not quite right, you’ll need to cover the return postage costs yourself. We strongly recommend sending returns via a tracked service as we can’t be held responsible for anything lost or damaged in transit.

We can also organise a courier return label for you at your own expense. For returns from outside the UK, please get in touch with us for shipping options and costs.

Shipping fees paid at the time of your order are non-refundable unless your item is confirmed as faulty.

If an item is returned to us because of an incorrect delivery address or because it wasn’t collected, we will refund the product cost only — not the shipping.

Sale Items

Please note that reduced-price or sale items are not eligible for refunds unless faulty.

By placing an order with Nevellé, you’re agreeing to the terms outlined above. We reserve the right to update this policy at any time, and recommend reviewing it occasionally to stay informed.

If you have any questions at all, just drop us an email at customerservice@nevelleofficial.co.uk — we’re happy to help.

E-file warrenty Thank you for choosing Nevellè. We stand behind the quality of our eFile devices and are pleased to offer a 12-month warranty from the original date of purchase.Warranty CoverageThis warranty covers manufacturing faults or defects in the Nevellè eFile unit, including internal motor faults and electronic malfunctions that affect the normal operation of the device.What the Warranty Does Not CoverTo maintain the integrity of the warranty, please note that the following are not covered:Damage due to misuse, mishandling, or neglect Improper cleaning, including use of acetone, abrasive solutions, or liquid damage Broken or damaged display screens Handpieces that have been dismantled or tampered with Removal of gel, acrylic, or other products from within the device or hand piece error codes E4, E5, and E6, which typically result from improper useDevices that are over three years old, regardless of purchase dateWarranty DurationThe Nevellè eFile is covered for 12 months from the date of purchase. Proof of purchase must be provided to validate any warranty claims.Making a Claim If you experience any issues with your Nevellè eFile that fall within the scope of this warranty, please contact our customer support team.