Refund policy

The Nello Guarantee

We stand fully behind our products. If you're not 100% satisfied with your first purchase, contact us at [email protected] within 30 days of delivery, and we'll make it right.

Here's how it works:

  • This guarantee applies to first-time purchases only.
  • You must contact us within 30 days of your delivery date.
  • Our products work best when taken consistently for at least 2 weeks.
  • We may offer alternative flavors or store credit as a resolution.

*We reserve the right to review requests on a case-by-case basis and determine what constitutes abuse of our policy.*

Subscription Orders

Ordering a subscription means you're committing to regular deliveries. We send multiple email notifications before each subscription order is created, giving you plenty of time to skip, modify, or cancel. Forgetting to cancel is not a valid reason for a refund.

If you need to manage or cancel your subscription, you can do so at any time by logging in to your account at drinknello.com. Click here for step-by-step instructions on managing your subscription.

Changed your mind about an order that already shipped? If you don't want to keep unopened products, you're welcome to return them at your own expense. Please email us at [email protected] for return instructions.

Note: We don't provide return labels; return shipping is at your expense.

We'll process your refund once we receive the returned items at our fulfillment center and verify the contents.

Quality Concerns

If you receive a product with a quality issue, please contact us immediately at [email protected] with:

  • Your order number
  • The LOT number (found on the bottom of your tub or back of pouch)
  • Photos of the product and packaging (if applicable)
  • A detailed description of the issue

We take quality seriously and will make it right!

Ingredient Sensitivities & Allergies

Please research our ingredients before purchasing. All ingredient information is available on our product pages. If you have any allergies or sensitivities, it's your responsibility to review this information before making a purchase.

That said, if you purchased in good faith and experienced an unexpected reaction, please get in touch with us at [email protected], and we'll work with you to make it right.

Orders from TikTok Shop & Amazon

These policies apply to all Nello orders, regardless of where you purchased. If you ordered through TikTok Shop or Amazon, please include your order number when you contact us at [email protected], and we'll assist you.

Questions?

Reach out to [email protected]