Return and Refund Policy

Last updated: July 2026

This policy applies to purchases made from NERALVO at https://neralvo.com. NERALVO is operated by AVENRAL VENTURES LTD, registered in England & Wales (company no. 16895161).

Standard delivery is free worldwide. Return postage may still apply for change-of-mind returns as explained below.

30-day return window

You may request a return within 30 calendar days of delivery. The item must be returned complete, undamaged and with the original accessories and packaging where possible. Reasonable inspection and testing is acceptable.

How to start a return

Email support@neralvo.com with your order number, name, email address and reason for return. Please do not send items back before we confirm the return instructions.

Change-of-mind returns

For change-of-mind returns, customers are responsible for return postage costs unless the item is faulty, damaged or incorrect. We recommend using a tracked return service because we cannot be responsible for items lost during return shipping.

Faulty, damaged or incorrect items

Please inspect your order when it arrives. If your item is faulty, damaged, defective or incorrect, email support@neralvo.com as soon as possible with your order number and clear photos or videos showing the issue.

If the issue is confirmed, we will offer a suitable solution such as a replacement, repair or refund, depending on the circumstances and your legal rights.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved. Approved refunds are processed back to the original payment method. Your bank or payment provider may take additional time to make the funds available.

Outbound standard delivery is free worldwide, but return postage for change-of-mind returns is not refunded unless required by law or unless the item is faulty, damaged or incorrect.

DOWAY Max entitlement and digital bonus content

If you return your Halo for a refund, the bundled 1-year DOWAY Max entitlement and any promotional digital bonus content may be cancelled or deactivated. Digital items, bonus packs, templates, downloads, gift cards and promotional digital content are non-returnable once delivered or accessed, unless required by law.

Non-returnable or refused returns

We may refuse returns where the item has been damaged by misuse, accidental damage, liquid damage, unauthorised repair, missing parts, or use that is not in line with the product instructions.

Cancellations

If you need to cancel an order, email support@neralvo.com as soon as possible. If your order has already been processed or dispatched, you may need to wait until it arrives and then request a return.

Your statutory rights

Nothing in this policy affects your statutory rights. If an item is faulty, not as described, or not of satisfactory quality, you may have additional rights under applicable consumer protection law.

Contact

For returns, refunds or order support, email support@neralvo.com.

NERALVO is operated by AVENRAL VENTURES LTD, registered in England & Wales (company no. 16895161).