Refund policy

The Nello Guarantee (Worry-Free Policy): We stand fully behind our products. If you're not satisfied with your first order, contact us at [email protected] within 30 days of delivery, and we'll 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'll typically offer a replacement, a flavor swap, or store credit first, since most concerns can be resolved that way (up to 2 products).
• If a refund is approved, it is limited to a maximum of two items (products) per address/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 what constitutes abuse of this policy.

Returns: We do not accept physical returns of the product. Because our products are consumables, there's no need to ship anything back — any approved resolution is handled without a return.

Subscription Orders: Ordering a subscription means you're signing up for regular, recurring deliveries. 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.

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

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

Quality Concerns: If you receive a product with a quality issue, contact us right away at [email protected] with:

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

We take quality seriously and will make it right.

Ingredient Sensitivities & Allergies: Please review our ingredients before purchasing — full ingredient information is on every product page. If you have allergies or sensitivities, it's your responsibility to check this before ordering. That said, if you purchased in good faith and had an unexpected reaction, contact us at [email protected], and we'll work with you.

Orders from TikTok Shop & Amazon (non-retail). This policy applies to all Nello orders placed through our online channels. If you ordered through TikTok Shop or Amazon, include your order number when you contact us at [email protected], and we'll assist you.

Retail & In-Store Purchases: The Nello Guarantee and this Refund & Returns Policy apply only to orders placed through our own online sales channels, including 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're unable to issue refunds, replacements, or returns for products purchased outside our online channels, as those purchases are handled entirely by the retailer. Please reach out to the store where you bought the product to resolve any issues.

Questions? Reach out anytime at [email protected].