Refund Policy

60-Day Money-Back Guarantee & Returns

We want you to be completely happy with your purchase. If you are not satisfied with your order, you can return it within 60 days of delivery for a full refund of the purchase price.

Please read before opening: Our patches are hygiene products for use on the skin and are shipped sealed. For health and hygiene reasons, units that have been opened or unsealed cannot be returned (see “Items excluded from return” below). You may open the outer shipping box and inspect the product; only the product seal matters.

Return period

You have 60 days from the day you (or a person designated by you) receive the goods to request a return. If you ordered several items that were delivered separately, the period starts with the delivery of the last item.

How to start a return

Email us at support@nerviana.com with your order number and let us know that you'd like to return your order. We'll confirm your request and send you the return instructions.

Where to send the return

After your return has been confirmed, please ship the goods within 30 days to:

Nerviana – Returns
Schwedter Straße 21
10119 Berlin
Germany

Please note:

  • Ship the goods unused, with the original seal intact and complete (see “Condition of the goods”).
  • Include a note with your order number so we can match the return to your order.
  • Use a tracked shipping service and keep the receipt. We recommend USPS First-Class Package International or similar. We cannot accept responsibility for returns lost in transit without tracking.
  • Mark the customs declaration as “Returned goods – no commercial value”.
  • We cannot accept unpaid (collect) shipments.

Return shipping costs

Damaged, defective or incorrect items: We cover the return shipping if the item is faulty, was damaged in transit, or you received the wrong item. Please email us a photo of the item and packaging within 14 days of delivery; in most cases we'll send a free replacement without asking for the item back.

Returns for other reasons (e.g. change of mind): The customer is responsible for the return shipping costs to Germany.

Refunds

Once your return has arrived and been inspected, we'll issue the refund within 5 business days. The refund covers the purchase price of the returned items. Shipping is free on all orders, so there are no shipping charges to refund. We refund to the original payment method; depending on your bank or card issuer, it can take an additional 5–10 business days for the amount to appear on your statement.

We may hold the refund until we have received the goods or you have provided proof of shipment, whichever is earlier.

Partially opened bundles: If you ordered several packs (e.g. a 60, 90 or 120-day bundle) and opened only some of them, we refund the proportional price of the packs that are still sealed. Unsealed packs are not eligible for return.

Exchanges

If you'd like to exchange your order for a different bundle size, please contact us first at support@nerviana.com. The same return and hygiene rules apply to exchanges; unsealed or used products cannot be exchanged.

Condition of the goods

Please return the goods unused, with the original seal intact and, if possible, in the original packaging. You may inspect the product as you would in a store: open the outer packaging, look at the item and read the product information. This does not affect your right to return.

If the goods lose value because of handling that goes beyond what is necessary to inspect them, in particular applying the patches to the skin, removing individual patches from the sealed inner pouch, or damaging or soiling the product, we may deduct the loss in value from the refund, up to the full price of the affected unit if it can no longer be sold.

Items excluded from return

  • Sealed hygiene products that have been unsealed after delivery. NerViana+® patches are hygiene products for use on the skin and are shipped in a sealed pouch. If the seal has been removed, opened or damaged, the affected unit can no longer be returned, as it cannot be resold for health and hygiene reasons.
  • Products that are damaged or soiled through use.

This does not affect your rights regarding defective goods: if the product you received is faulty, expired, contaminated or not what you ordered, contact us at support@nerviana.com and we'll make it right, even if the packaging has been opened.

Order cancellations

If you need to cancel an order, email us as soon as possible after placing it. Once an order has shipped, it falls under the return policy above.

Chargebacks

Please contact us before opening a dispute with your bank or card issuer. We resolve every return and refund request directly, usually within one business day.

Questions?

Email us at support@nerviana.com. Customer service: Monday – Friday, 9 am – 5 pm ET.