Refund policy

This Return & Refund Policy applies to all purchases made through this store, which is operated by Nexovia Global Ltd, trading as SleepWav Pro ("SleepWav Pro", "we", "us" and "our").

We want you to be completely happy with your purchase. If something isn't right, please read the policy below to understand how returns, refunds and exchanges work.

1. 30-Day Return Period

You have 30 days from the date you receive your order to request a return.

To be eligible for a return:

The item must be unused, in the same condition that you received it, and in its original packaging.
You must provide the order number and proof of purchase (order confirmation email or receipt).
You must submit your return request within the 30-day window by contacting us at contact@nexoviagloballtd.com.

Requests made after the 30-day period may not be accepted, except where your statutory rights apply (see Section 8).

2. Damaged or Wrong Item

Email us right away at contact@nexoviagloballtd.com and we'll fix the issue ASAP — whether that's sending a replacement or issuing a refund.

Proof of damage or defect is required. To process your claim quickly, please provide:

Clear photographs of the item showing the damage or defect, including the product itself, the packaging it arrived in, and the shipping label; and
A short video clearly demonstrating the defect or fault where the issue is functional (for example, the item not powering on, not charging, or not operating as intended).

This evidence allows us to verify the issue quickly, raise claims with our carriers and suppliers, and resolve your case without unnecessary delays. Claims submitted without supporting photos or video may take longer to process while we investigate, and we may ask you to return the item for inspection before a refund or replacement is issued.

Once the damage or defect is confirmed, we will offer you a free replacement or a full refund, including any delivery charges you paid.

3. Return Shipping Costs

If your item arrived damaged, defective or incorrect: We cover return shipping.
For all other returns: Return shipping is your responsibility.

For returns you pay for, we recommend using a tracked shipping service, as we cannot issue refunds for returns lost in transit without proof of postage.

4. Change of Mind Returns

If you simply change your mind, you may return your item within 30 days of delivery, provided it is unused, unopened where hygiene seals apply, and in its original packaging.

For change-of-mind returns:

Return shipping is your responsibility (see Section 3).
Refunds will cover the price of the item and standard delivery. Any premium or express delivery upgrade is non-refundable.
We may reduce your refund to reflect any loss in value of the item caused by handling beyond what is necessary to inspect it.

5. UK & EU Customers: 14-Day Cooling-Off Period

If your order was shipped to a UK or EU address, you have the legal right to cancel or return it within 14 days of receiving it, for any reason. Products must meet the general return conditions above. This statutory right sits alongside our standard 30-day return policy, which gives you additional time beyond the legal minimum.

6. How to Start a Return

Contact us at contact@nexoviagloballtd.com within 30 days of receiving your order. Include your order number, the reason for the return, and (for damage or defect claims) your photos and video evidence.
Wait for approval. We will review your request and respond with return instructions, including the return address. Please do not send items back without contacting us first — unapproved returns may not be refunded.
Ship the item following the instructions provided, and share the tracking number with us where applicable.

7. Refund Processing

Once your return is approved and inspected (if needed), we'll issue your refund to your original payment method within 10 business days.

Please note: your bank or credit card provider may take additional time to post the refund. If it's been over 15 business days and you haven't received your refund, contact us at contact@nexoviagloballtd.com — we'll take care of it.

8. Your Statutory Rights

Nothing in this policy affects your legal rights as a consumer. If you are in the United Kingdom or European Union:

Under the Consumer Contracts Regulations 2013 (UK) and equivalent EU rules, you have the right to cancel most online orders within 14 days of receiving your goods without giving a reason, and a further 14 days to return the goods once you've told us.
Under the Consumer Rights Act 2015 (UK), goods must be as described, fit for purpose and of satisfactory quality. If an item is faulty, you may be entitled to a repair, replacement or refund, including a right to reject faulty goods for a full refund within 30 days of delivery.

While we ask for photo and video evidence to help us resolve damage and defect claims quickly, providing it is not a condition of exercising your statutory rights.

9. Non-Returnable Items

The following cannot be returned unless faulty:

Items with broken hygiene seals (for example, earbuds or personal wellness products, where applicable)
Gift cards
Items marked as final sale at the time of purchase

10. Exchanges

The fastest way to get a replacement is to return the item you have and, once your return is accepted, place a new order. For confirmed damaged or defective items, we will send a free replacement where stock is available, or issue a full refund if it is not.

11. International Orders (Outside the UK & EU)

Our standard 30-day return policy applies to all orders worldwide, including North America, the Middle East, and all other regions. For international returns, please note:

Return shipping for change-of-mind returns is your responsibility, including any international postage costs. We cover return shipping only for confirmed damaged, defective or incorrect items (see Section 3).
Customs duties, import taxes and brokerage fees paid on your original order are non-refundable, as these are collected by your local customs authority, not by us.
When returning an item internationally, please clearly mark the package as a "Returned Goods" on the customs declaration to avoid additional import charges. Any customs charges incurred on a return that is not correctly declared may be deducted from your refund.
We strongly recommend using a tracked and insured shipping service for international returns, as we cannot refund items lost in transit without proof of postage and tracking.
Refund timelines (Section 7) apply from the date we receive and approve your return, so please allow for international transit times.

Nothing in this section affects any consumer rights you may have under the laws of your country.