Refund policy
Effective date: July 12, 2026
Last updated: July 12, 2026
This Policy applies to purchases made directly through https://www.drinkneravo.com. It does not limit mandatory consumer rights.
1. Fourteen-day change-of-mind return window
You may request a change-of-mind return within 14 calendar days after delivery. Contact support@drinkneravo.com before sending any product.
Under our voluntary return policy, a product must be:
- unused and not filled with water or another liquid;
- unwashed, unmodified, and free of wear, odor, scale, scratches, or other signs of use;
- complete with all accessories, filters, manuals, gifts, and original packaging; and
- returned with any hygiene or security seal intact where the product was supplied sealed.
Because hydrogen water bottles are personal drinking devices, a bottle that has been used is not eligible for a non-defect change-of-mind return, except where mandatory law requires otherwise.
2. EEA and UK withdrawal rights
Consumers in the EEA and UK may have a statutory right to cancel an online purchase within 14 days after delivery. We honor those rights where they apply.
You may inspect a product only to the extent reasonably necessary to establish its nature, characteristics, and functioning, similar to handling permitted in a physical store. We may make a lawful deduction for diminished value caused by handling beyond that level. A health or hygiene exception is relied upon only where legally applicable and the product was supplied sealed for health or hygiene protection and was unsealed after delivery.
Nothing in this Policy limits legal rights for faulty, misdescribed, damaged, or non-conforming goods, including any applicable EEA legal guarantee or UK statutory remedy.
3. Faulty, damaged, incorrect, or incomplete products
Contact us promptly if a product is faulty, damaged in transit, materially different from its description, incorrect, or incomplete. Include the order number and clear photographs or video where reasonably available. Reporting within 7 days helps us investigate carrier or packing issues, but a later report does not remove mandatory legal rights.
For a verified covered fault within 30 days after delivery, the 30-day fault-replacement terms in our Limited Warranty apply. Other legally required remedies remain available.
4. How to request a return
Email support@drinkneravo.com with:
- your order number;
- the purchaser's name and email address;
- the product and quantity;
- whether the request is a change of mind, fault, damage, or incorrect item; and
- photographs or video if the request concerns condition, damage, or a fault.
If approved, we will issue return instructions and a return authorization. Approved customer returns are currently directed to our service location in China unless our written authorization expressly provides a different address. The Hong Kong business address is not a return warehouse. Do not send a product to any address without written authorization; unauthorized parcels may be refused or delayed.
Authorized return address (China): 302, Building K, Huayue Low Carbon Industrial Park, No. 4060 Longgang Avenue, Pingdi Street, Longgang District, Shenzhen, China
The recipient name, return authorization number, and any carrier instructions will be provided by email. A return sent without authorization or without the required identifying information may be delayed or refused.
5. Return shipping costs
- Change of mind: the customer pays return shipping and is responsible for suitable protective packaging and a trackable service.
- Verified fault, shipping damage, incorrect item, or missing item: we will provide a prepaid method where available or reimburse reasonable approved return shipping.
- Customs charges or unauthorized premium shipping costs are not reimbursed unless required by law or agreed in writing before shipment.
6. Inspection and refund timing
Returned products are inspected after receipt. Approved refunds are issued to the original payment method within 10 business days after receipt and inspection, and in all cases within the period required by applicable law. A bank or payment provider may require additional time to post the credit.
We will email confirmation when a refund is submitted. If a refund has not appeared after the payment provider's normal processing period, contact support@drinkneravo.com.
7. Refund amount
An approved refund generally covers the amount paid for the returned product. Standard outbound shipping is free and therefore has no separate refundable charge. Optional expedited charges, import duties, VAT paid directly to customs, brokerage fees, and unauthorized return costs are not refundable by us unless required by law.
We may make deductions permitted by law for missing components, damage, or diminished value resulting from handling beyond what is necessary to inspect the product.
8. Exchanges
We do not offer general preference-based exchanges. An approved defective or incorrect product may be replaced under this Policy or the Limited Warranty.
9. Order cancellation before dispatch
Contact us immediately to request cancellation. If the order has not entered fulfillment, we will cancel it and refund the payment. If fulfillment or dispatch has begun, the return process above applies.
10. Contact
NEXUS CONSENSUS LIMITED, trading as Neravo
Hong Kong Business Registration No. (BRN/UBI) 79838553
support@drinkneravo.com
+852 5142 7034
RM M3, UNIT 1, 7/F LANE UP, 4 KIN FAT LANE, TUEN MUN, HONG KONG