Returns & Warranty
This policy applies to Nuwelo products purchased from nuwelo.com.
Please read this policy carefully before placing an order. By purchasing from Nuwelo, you agree to the terms mentioned below.
No Refund Policy
Nuwelo does not offer refunds.
Once an order is placed and delivered, the payment is non-refundable.
Refunds will not be provided for change of mind, product no longer needed, wrong product ordered by the customer, personal preference, minor colour or design variation, delay caused by the courier partner, product used incorrectly, product not matching personal expectations beyond the listed specifications, or the customer not checking product details before purchase.
We request customers to check product details, specifications, ingredients where applicable, usage instructions, safety instructions, and compatibility before placing an order.
Replacement Policy
Nuwelo offers replacement only in valid cases where the product is received damaged, defective, not working, missing parts or quantity, or incorrect.
For nutrition and consumable products, replacement may also be considered where the product is received leaking, tampered with, seal-compromised, or expired.
To request a replacement, the customer must provide the required evidence based on the product category.
For wellness devices and functional products, this may include a clear unboxing video and a product working video clearly showing the issue, damage, defect, or malfunction.
For nutrition and consumable products, a clear unboxing video, clear photographs showing the issue, and valid order proof are required.
Without the required evidence, the replacement request may not be accepted.
Replacement Request Timeline
The customer must contact Nuwelo support within 24 hours of delivery to request a replacement.
Requests raised after 24 hours may not be accepted for delivery-related issues such as damage, wrong item, missing part or quantity, packaging concern, leakage, tampering, seal-related concern, or expired product received.
Mandatory Unboxing Video
For any delivery-related replacement claim, an unboxing video is mandatory.
The video must clearly show the outer package condition before opening, shipping label, complete unboxing process, product received, accessories received where applicable, and any damage, missing item, incorrect item, leakage, tampering, seal issue, or defect, if any.
The video should be continuous and clearly visible.
Product Working Video
For electronic, rechargeable, heating, vibration, camera-based, or functional products, the customer must share a working video showing the issue.
This applies to products such as the InfraHeat Vibration Patch, ThermaWave Vibration Belt, Wireless Ear Wax Removal Kit, and any other electronic or functional wellness product.
The video must clearly show the product condition, product being switched on or used, charging or power connection if applicable, the exact issue or malfunction, and any error, heating issue, vibration issue, camera issue, charging issue, or functional issue.
A product working video is not required for nutrition or consumable products.
Product-Wise Replacement Conditions
Replacement terms may vary depending on the product type.
Electronic and Functional Products
Electronic, rechargeable, heating, vibration, camera-based, and functional products can be replaced only if the customer shares a complete unboxing video, shares a proper working video, the issue is verified by the support team, and the issue is not caused by misuse, mishandling, water damage, physical damage, wrong adapter, incorrect charging, or unauthorized repair.
Wellness and Personal Care Products
For wellness, posture support, and personal care products, replacement may be accepted only in case of a damaged item received, wrong product received, missing part or accessory, or a manufacturing defect.
The customer must share a clear unboxing video for verification.
Hygiene-Based Products
Some Nuwelo products may come in contact with the body, skin, ears, or other personal-use areas.
For hygiene and safety reasons, replacement may not be accepted if the product has been used, washed after use, damaged after delivery, mishandled, stained, scratched, modified, returned without original packaging, or returned with missing accessories.
Personal hygiene products may have stricter replacement conditions due to hygiene reasons.
Nutrition and Consumable Products
Nuwelo nutrition products, including supplements, capsules, gummies, and other consumable products, are subject to separate hygiene and safety conditions.
Replacement may be considered only if the product is received damaged, leaking, tampered with, seal-compromised, expired, incorrect, missing from the shipment, or with a verified quantity shortage.
The customer must contact Nuwelo support within 24 hours of delivery and provide a clear and continuous unboxing video, clear photographs showing the issue, and valid order proof.
For hygiene and safety reasons, opened, used, partially consumed, or customer-damaged nutrition and consumable products are not eligible for return or replacement, unless the reported issue was present at the time of delivery and is supported by the required evidence or otherwise required under applicable law.
Change-of-mind requests are not eligible for return or replacement.
Customers should not consume any nutrition or consumable product that arrives visibly damaged, leaking, tampered with, expired, or with a compromised seal.
6 Months Warranty
Eligible Nuwelo wellness devices and durable products come with a 6-month warranty from the date of purchase where stated on the respective product page, unless mentioned otherwise.
The warranty covers manufacturing defects only.
Customers must keep the order invoice or purchase proof for warranty claims.
Nutrition products, supplements, capsules, gummies, and other consumable products do not carry a product warranty.
Warranty Covers
For eligible devices and durable products, the warranty may cover manufacturing defects, internal functional issues, product not working due to a manufacturing fault, electrical or technical issue not caused by misuse, charging issue caused by a manufacturing fault, heating issue caused by a manufacturing fault, vibration issue caused by a manufacturing fault, motor issue caused by a manufacturing fault, or camera issue caused by a manufacturing fault.
Warranty approval is subject to verification by the Nuwelo support team.
Warranty Does Not Cover
Warranty does not cover physical damage, accidental damage, water damage unless the product is clearly marked water-resistant, damage due to misuse, damage due to incorrect charging, damage due to wrong adapter or power source, damage caused by cleaning chemicals, damage due to dropping or impact, scratches, dents, stains, discoloration, normal wear and tear, damage due to unauthorized repair, product used against instructions, missing accessories after use, packaging damage only, or hygiene-related concerns after use.
Quality Check Process
All replacement and warranty requests are subject to a quality check.
The quality check may include video verification by the support team, product issue review, internal approval, pickup inspection if required, and final decision by the support and management team.
Only after verification will Nuwelo confirm whether the request is approved or rejected.
Replacement Approval
If the replacement request is approved, Nuwelo may provide the same product replacement, same variant replacement subject to availability, or an alternate solution if the same product is unavailable.
Replacement availability depends on stock.
Reverse Pickup
If reverse pickup is available at your PIN code, we may arrange pickup.
If reverse pickup is not available, the customer may be asked to ship the eligible product to the address shared by our support team.
The product must be packed properly to avoid damage during transit.
Important Conditions
An unboxing video is mandatory for delivery-related replacement claims.
A product working video is mandatory for electronic or functional product claims.
For nutrition and consumable product claims, clear photographs and valid order proof are also required.
Replacement requests must be raised within 24 hours of delivery.
Warranty is valid for 6 months only for eligible wellness devices and durable products where stated on the respective product page.
Nutrition and consumable products do not carry a product warranty.
Warranty applies only to manufacturing defects.
Products must be used as per instructions.
Original invoice or order proof may be required.
The final decision will be made after the quality check.
Exceptions may apply only after support and management approval, subject to applicable law.
How to Raise a Request
To raise a replacement or warranty request, contact us at:
Email: support@nuwelo.com
WhatsApp: +91-7428800541
Please share your Order ID, product name, delivery date, issue description, unboxing video, product working video if applicable, clear photographs, and order proof where required.