Refund Policy

Last updated: June 2026

30-Day Money-Back Promise

You have 30 calendar days from the date your Halo is delivered to request a return for a full refund. Halo may be reasonably inspected and tested, but it must be returned complete, undamaged and with its original accessories and packaging.

UK statutory cancellation rights

If you are a UK consumer buying at distance, you have at least 14 days from delivery to notify us that you wish to cancel your order, and a further 14 days to return the goods. This is in addition to our 30-day money-back promise.

How to start a return

Email returns@neralvo.com with your order number. We'll respond within one business day with shipping instructions.

Condition requirements

The device must be returned complete, undamaged and with its original accessories and packaging. Reasonable inspection and testing is acceptable. Devices with damage beyond reasonable inspection, water damage or unauthorised modifications cannot be refunded.

Refund processing

Once the unit reaches our returns facility and passes inspection, your refund is issued to the original payment method within 5 business days. Bank processing may add 3–10 additional days.

DOWAY Premium AI App entitlement

If you return your Halo within the 30-day window, the bundled 1-year DOWAY Premium AI App membership will be deactivated when your refund is processed. The DOWAY companion app is operated by a third party; NERALVO ships the hardware and the entitlement bundle, but ongoing DOWAY subscriptions and any in-app purchases are governed by DOWAY's own terms and refund rules. Contact DOWAY directly for app-side billing questions.

Shipping costs

UK shipping is free and tracked. If your country charged shipping at checkout, those fees are non-refundable. Return shipping is the customer's responsibility unless the unit arrived faulty or damaged.

Faulty or damaged units

If your Halo arrives damaged or develops a manufacturing defect within the 12-month warranty period, we will repair or replace it free of charge. Email support@neralvo.com with photos and your order number.

Statutory rights

This policy does not affect your statutory rights under UK consumer law or equivalent legislation in your country of residence.

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NERALVO is operated by AVENRAL VENTURES LTD, registered in England & Wales (company no. 16895161). Registered office: 42 Cotman Walk, Lockleaze, Bristol BS7 9UQ.