The Nello GuaranteeUpdated 12 days ago
At Nello, we stand behind every single product we make. We want you to feel genuinely good about your purchase, and if something isn't right, we want to make it right. That's the Nello Guarantee.
Here's how it works.
First-Time Customers
If you are trying Nello for the very first time and you are not happy with your experience, we've got you covered. Within 30 days of your delivery date, you are eligible for one of the following:
A full refund to your original payment method
A replacement of the same product
A flavor swap to try a different option (up to 2 replacement flavors)
Just reach out to us within 30 days of your delivery date, and our team will take care of everything from there.
After 30 Days
If you're past the 30-day window, we still want to work with you to find a solution. In this case, we're able to offer:
Store credit toward a future purchase
A replacement of your product
Repeat Customers
We love our returning customers, and we want every order to be a great one. If you're an existing customer and a flavor doesn't hit the way you hoped, we're happy to offer one courtesy flavor swap. After that, we'd love to help you find your perfect match through our flavor profiles, customer reviews, and sample stick packs so you can explore before committing.
A Few Things to Keep in Mind
The Nello Guarantee applies to purchases made directly through drinknello.com, Amazon, and TikTok Shop.
For purchases made through retail partners like Costco or Target, please reach out to the retailer directly for their return and refund process.
Because Nello is a food and beverage product, we are unable to accept physical returns for health and safety reasons.
For TikTok Shop orders, some actions, such as refunds, must be processed directly through TikTok Shop support, as we do not have backend access to manage those transactions.
This policy is designed to be fair to everyone, and any patterns of misuse may be reviewed on a case-by-case basis.
How to Reach Us
Getting in touch is easy! You can reach our team at [email protected] or through the chat on our website at drinknello.com. We're a small but mighty team, and we genuinely care about getting back to you as quickly as possible.
We created Nello because we believe in what these products can do, and we want you to believe in them too. If something ever feels off, we're always here to make it right. That's a promise.