1. Order Cancellations & 4-Hour Grace Period

When you place an order on drinknello.com, you have a 4-hour grace period, beginning at the time of checkout, to cancel or make changes to that order. This grace period applies to every order placed on our website, including one-time and subscription orders (both the initial order and each recurring order when it is created).

To cancel or change an order within this window, contact us at [email protected] with your order number and the change you'd like to make. Requests received within the 4-hour window will be honored.

Once the 4-hour grace period has passed, your order is automatically released to our fulfillment center, and preparation begins. After this point, we are unable to cancel the order or make any changes to it, including changes to items, quantities, or the shipping address. This applies regardless of the order's tracking or delivery status, because the order has already entered our fulfillment process.

This 4-hour grace period applies only to orders placed through drinknello.com. Orders placed through any other platform, including TikTok Shop and Amazon, are governed solely by that platform's own cancellation and modification policies, and the 4-hour grace period described here does not apply to them.

The one exception to the above is the Nello Guarantee for first-time customers, described in Section 7 below, which may apply even after an order has shipped.

2. Returns

Because our products are consumables, we do not accept physical returns. There is no need to ship anything back to us. Any resolution we approve, including under the Nello Guarantee in Section 7, is handled without requiring a return.

3. Subscription Orders

Ordering a subscription means you are signing up for regular, recurring deliveries every 30 days. We make this clear at checkout, and we send email reminders before every subscription order is processed, giving you time to skip, modify, or cancel before the next order is created.

Because these reminders are provided in advance, forgetting to cancel is not a valid reason for a refund. Managing your subscription is your responsibility, and we have built in advance notifications specifically so you are never caught off guard. Canceling your subscription stops future orders, but it does not entitle you to a refund for an order that has already been placed.

In addition to those reminder emails, each subscription order placed on our website is covered by the 4-hour grace period described in Section 1, giving you a window to cancel or change that order immediately after it is created.

You can manage or cancel your subscription anytime by logging in at drinknello.com. Step-by-step instructions for managing your subscription.

4. Quality Concerns

If you receive a product with a quality issue, contact us right away at [email protected] with the following, so we can review and resolve it:

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

We take quality seriously and will work with you to make it right!

5. Ingredient Sensitivities & Allergies

Full ingredient information is listed on every product page, and we ask that you review it before purchasing. If you have allergies or sensitivities, it is your responsibility to check this information before ordering. That said, if you purchased in good faith and a product wasn't the right fit for you, contact us at [email protected], and we will work with you. For any concerns involving your health, we encourage you to consult your healthcare provider.

6. Orders from TikTok Shop & Amazon (non-retail)

If you ordered through TikTok Shop or Amazon, include your order number when you contact us, and we will assist you. Please note that cancellation and modification timing for these orders follows the policies of the platform where the order was placed, and the 4-hour grace period in Section 1 does not apply to them.

7. The Nello Guarantee (Worry-Free Policy)

We stand fully behind our products. With that said, if you are not satisfied with your first order, contact us at [email protected] within 30 days of your delivery date, and we will work with you to make it right.

How the guarantee works:

• The Nello Guarantee applies to first-time customers only.
• You must contact us within 30 days of your delivery date.
• We will typically offer a replacement, a flavor swap, or store credit, since most concerns can be resolved that way (up to 2 products).
• If a refund is approved by our team, it is limited to a maximum of two items (products) per address and/or customer.
• Our products work best when taken consistently for at least 2 weeks, so we encourage you to give them a fair trial before requesting a resolution.
• We review all requests on a case-by-case basis and reserve the right to determine, at our discretion, what constitutes abuse of this policy.

8. Retail & In-Store Purchases

The Nello Guarantee and this Refund & Returns Policy apply only to orders placed through our own online sales channels, namely drinknello.com, our TikTok Shop, and our Amazon store.

If you purchased Nello at a retail store or through a third-party retailer, such as Target or Costco, that retailer's own return and refund policy applies. We are unable to issue refunds, replacements, or returns for products purchased outside our online channels, as those purchases are handled entirely by the retailer. Please contact the store where you purchased the product to resolve any issues.

Questions? Reach out anytime at [email protected].