Refund policy
REFUND POLICY
Last updated: November 12, 2026
We want you to be happy with your Novella Acupressure Mat. Because the mat and the pillow are personal-care items that come into direct contact with the skin, we can only accept returns of unopened products.
30-day returns on unopened products
- You have 30 days from the date you receive your order to request a return.
- To be eligible, the item must be unopened, unused, in its original sealed packaging and in the same condition as you received it.
- Once the packaging has been opened, the product cannot be returned or refunded, for hygiene reasons.
- This applies to both bundles: "The Mat" and "The Sleep Set" (mat + neck pillow + carry bag). Bundles must be returned complete.
How to start a return
Email us at savnovella@gmail.com with your order number. We will reply with the return address and instructions. Items sent back without first requesting a return will not be accepted.
Return shipping costs are the responsibility of the customer, unless the item arrived damaged or defective.
Damaged, defective or wrong items
Please inspect your order when it arrives. If an item is damaged, defective or not what you ordered, contact us within 7 days of delivery with your order number and a photo, and we will send a replacement or issue a full refund, whether or not the package was opened.
Refunds
Once we receive and inspect your return, we will email you to confirm whether it is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.
Exchanges
The fastest way to get a different bundle is to return the unopened item and place a new order.
Contact
Questions about returns? Email savnovella@gmail.com. Hello Novella, 1817 Alpine Dr, San Marino, CA 91108, United States.