Refund Policy

Last updated: October 12, 2025

This policy applies to all purchases made through our official website: www.getnervana.com

90-Day Satisfaction Guarantee

We want you (and your cat) to be completely happy with your purchase. That’s why we offer a risk-free 90-day return policy on all eligible items.

If you’re not satisfied for any reason, you may return your item within 90 days of delivery for a refund or exchange — no hard feelings.

Return Shipping Responsibility

Customers are responsible for covering the cost of return shipping. We do not provide prepaid return labels unless the item arrived damaged or defective.

Hygiene & Safety Exceptions

For hygiene reasons, certain items may not be eligible for return once used or opened. This includes accessories that come into contact with pet hair, skin, or grooming fluids. We can only accept returns for unused items in their original packaging.

Damaged or Incorrect Items

Received the wrong item? Something arrived damaged? We’re here to help.

If your order arrives damaged or you received an incorrect item, please email us at support@getnervana.com within 90 days of delivery. Include the following details:

• Your order number
• Photos of the product(s) received
• A photo of the packaging with the shipping label visible

Once we verify the issue, we’ll send out a replacement free of charge (as long as the item is in stock). Please note that we cannot refund items damaged during transit by the courier.

Exchanges

We do offer exchanges on eligible products. If you'd like to exchange your item for a different product, variation, or replacement, please contact our team within 90 days of receiving your order. The item must be unused and in its original packaging. Customers are responsible for return shipping costs unless the product was damaged or defective upon arrival.

How to Start a Return

We currently do not have a self-service return portal, but it’s simple to start your return:

Just send us an email at support@getnervana.com with your order number and reason for return. Our team will guide you through the next steps.

Refund Process

Once we receive and inspect your return, we’ll issue a refund to your original payment method. Please allow:

• 5–7 business days for processing after we receive your item

You’ll receive a confirmation email as soon as your refund has been issued.

Shipping Costs

We offer free standard shipping on all orders. However, upgraded shipping options such as expedited processing or shipping protection are non-refundable once the order is placed.

Need Help?

We’re always happy to assist you.

📧 support@getnervana.com
🕘 Hours: Monday – Friday, 9am – 5pm PST
💬 Typical response time: within 24 hours