Returns & Refunds

You may return any NERV product within 30 days of delivery for a full refund, provided the product is brand new and unopened in its original sealed packaging.

• Unopened, with the factory seal intact.
• All original packaging, accessories, and documentation included.
• Free from physical damage.

For hygiene reasons, we are unable to accept returns on opened or used items. The one exception is a pair of boots that has been tried on once: see the next section. Products returned outside this window, or that do not meet these conditions, will not be accepted and will be returned to sender at your cost.

NERV Squeeze and NERV Squeeze Heated come in one size, so you can check the fit at home. Open the box and try the boots on once. If the fit is not right, you can return them within 30 days of delivery for a full refund.

• Tried on once, and not used beyond that.
• All original packaging, accessories, and documentation included.
• Free from physical damage.

Boots that have been used beyond that first try-on cannot be returned, for hygiene reasons. Start the return the same way as any other, as set out below.

1. Email contact@nervrecovery.com with your order number and reason for return.
2. Our team will respond within 2 business days with a prepaid return shipping label (domestic orders only).
3. Pack the product securely and drop it off at any authorised carrier location.
4. Once we receive and inspect the item (typically 2–4 business days after delivery to our warehouse), we will process your refund or exchange.

International returns: customers are responsible for return shipping costs and any applicable customs duties. We recommend using a tracked, insured service — NERV is not responsible for items lost in transit.

Once your return has been approved, send the item to:

Please email us for approval before sending anything back — unannounced returns can’t be matched to an order and will be returned to sender at your cost.

Approved refunds are issued to the original payment method within 5–10 business days of our receiving and inspecting the return. You will receive an email confirmation when your refund is processed.

Original shipping charges are non-refundable unless the return is due to a defect or error on our part.

To exchange a product for a different size, colour, or model, follow the return process above and indicate in your email that you would like an exchange. We will ship the replacement item free of charge once the original is received and inspected, subject to availability. If the replacement is not available, we will issue a full refund.

If your order arrives damaged in transit or is found to be defective, please contact us within 48 hours of delivery at contact@nervrecovery.com with:

• Your order number.
• Clear photos of the damage or defect and the original packaging.

We will arrange a free replacement or full refund, including any original shipping costs, at our discretion.

• Items returned more than 30 days after delivery.
• Any product that has been opened or used, for hygiene reasons, other than boots tried on once.
• Items missing original packaging, accessories, or documentation.
• Gift cards and promotional items with no monetary value.

Issues arising from product defects after the 30-day return window may be covered under our product warranty. See our Warranty Policy for full details.

Nothing in this policy limits any rights you may have under applicable consumer-protection legislation, including the Australian Consumer Law or equivalent laws in your jurisdiction. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.