Refund policy

1. Warranty

We stand by the performance of our products with a 1 year usability guarantee from the delivery date. We quickly provide the required replacements and return label when there are any issues that aren't due to improper use or care. Our standard approach is to issue replacements rather than a refund when necessary. This 1 year warranty applies to all orders placed on or after December 20th 2024. All previous orders are covered by a 6 month warranty.

Our warranty does not cover:
- Improper use or care
- Normal wear and tear or material aging over time
- Products that were not purchased directly from Nuvio or an authorized retailer
- Products that have been fully refunded (whether due to a return, goodwill resolution, or any other reason)

If you're ever unsure or have any questions, do not hesitate to contact us right away and our 24/7 customer support team will promptly assist you.

Rest assured that our number one priority is you - our customer.

2. Refunds & Returns

2.1 Return Eligibility
At Nuvio, we offer refunds and returns for all orders and do not charge any return, restocking, or processing fees.

We have a 30-day return policy, meaning you have 30 calendar days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it: unused, undamaged, and in its original packaging. You will also need the receipt or proof of purchase.

Once your return request is accepted, we will send you detailed instructions on how and where to return your item. To remain eligible for a full refund, the item must be shipped within 15 calendar days of receiving these return instructions.

Please note that return shipping costs are covered by the customer. Items sent back to us without first requesting a return will not be accepted.

2.2 Refund Processing Guidelines
We will notify you once we have received and inspected your return, and let you know if the return was approved or not. Assessment of items returned to our warehouse can take up to 14 business days. If your return is approved, your refund will be automatically issued to your original payment method, in the same currency used at the time of purchase.

Please note that it may take additional time for your bank or credit card provider to process and post the refund—typically up to 5 business days. If it has been more than 15 business days since your return was approved and you haven’t received your refund, please don’t hesitate to contact us at support@nuviorecovery.com.

In case the original payment method is no longer accessible, customers must contact their bank or payment provider to claim the refunded amount after it has been processed.

The maximum timeframe for processing an approved refund request is typically 120 days from the original transaction date, but this may vary depending on the policies of the customer's bank. For refunds that cannot be processed after 120 days, Nuvio reserves the right to offer alternative solutions, such as ACH/wire refunds and free replacement orders.


2.3 Damages & Issues

Please inspect your order upon delivery and contact us immediately if you receive a defective, damaged, or incorrect item so that we can evaluate the issue and make it right. In almost all cases, we are able to automatically process a free replacement. For more details, please review our Shipping Policy, which outlines our guidelines for handling damaged items.


2.4 Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom or personalised products, and personal care or wellness products where hygiene is a consideration. In addition, products that are supplied with a protective hygiene or safety seal cannot be returned once that seal has been broken, removed, or tampered with. This restriction applies to any products categorized as presenting a hygiene risk and is necessary due to health, safety, and hygiene considerations in line with industry-standard practices.

To determine whether your Nuvio product is subject to hygiene-related return restrictions, please note whether it arrives sealed in a protective plastic hygiene bag; products supplied with such a seal are covered by this policy, while products without a hygiene seal are not affected by this restriction. 

If the protective hygiene or safety seal remains fully intact, this restriction does not apply, and your ability to return the product is not affected by this policy, subject to all other return conditions being met. We also do not accept returns for hazardous materials, flammable liquids, or gases. If you are unsure whether your item is affected by this restriction, or if you have any questions or concerns about your specific product, please contact us before opening the packaging so we can assist you.

Unfortunately, we cannot accept returns on end-of-line or clearance products, or on gift cards. The 30-day money-back guarantee covers manufacturer defects only and applies within 30 days of delivery.


2.5 Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


2.6 Replacements

If you feel that your item is defective, please message us at support@nuviorecovery.com with photos of the defective item and a reason why you feel it is defective. Most times, once it is confirmed that your item is defective, we will be able to issue a replacement item free of charge.


3. Product Performance and Guarantees

3.1 Overview

We guarantee that all products sold meet factory specifications. If you experience any kind of issue, fault, or shipping damage please contact us at support@nuviorecovery.com so that we can resolve the issue.
We guarantee the usability and performance of all of our products for 1 year after the delivery date (this applies for all orders placed on or after December 20th 2024. Orders prior to this update are covered by a 6 month guarantee). If any issue or fault arises during this time (that is not caused by improper customer use, storage, neglect, or negligence) we will work with the customer to resolve the problem. In most cases, we will provide a replacement item and provide a return label for the faulty item. As standard procedure, when required, we are only able to process a replacement order for the faulty item and not a refund.

If you experience a fault with your item within the guaranteed period, please contact us at support@nuviorecovery.com for further instructions. We will require a detailed description of the fault/damage, an explanation of the damage, and photographs or videos to provide support.
If we suspect that the fault or damage of the item has been caused by improper customer use, storage, neglect, or negligence we hold the right to refuse further service. This may mean that we do not process a replacement item or provide technical support.

3.2 Product Performance and Guarantees (Nuvio Recovery Chiller and Recovery Chiller Pro)

Our Nuvio Recovery Chiller and Chiller Pro have been tested (with the use of the Nuvio Portable Insulated Ice Bath) to ensure they meet the required cooling performance outlined on our website.

We guarantee that our Recovery Chiller and Recovery Chiller Pro will operate sufficiently under standard temperatures and conditions (specified below). On average, under standard temperatures and conditions, the Nuvio Recovery Chiller will cool the water to the recommended temperature for cold plunging (49-52°F) in approximately 1-4 hours. The Recovery Chiller Pro will cool the water to the recommended temperature for cold plunging (49-52°F) faster, in approximately 1-3 hours. The cooling time for both chillers can range from between 30 minutes to 5 hours based on environmental and set-up factors.

We make these guarantees based on the assumption of the following conditions:
a) You are starting with tap water on or around the average tap water temperature in the USA (55-65℉)
b) You have set up the water chiller correctly
c) You are attempting to cool a volume of water of 50-52 gallons (approx. 200 L)
d) Your setup is not exposed to any high or excessive environmental factors that may impact the performance (outlined below)

When these conditions are met, we guarantee that the Nuvio Recovery Chiller and Recovery Chiller Pro will effectively cool the water from on or around the average tap water temperature in the USA (55-65°F) to a temperature on or around the recommended temperature range for cold plunging (49-52°F) within 1-4 hours and 1-3 hours respectively. If you are starting with a water temperature above the average tap water temperature in the USA (55-65°F), it will take longer to cool the water to the recommended temperature range for cold plunging (49-52°F). In this instance, the Recovery Chiller has the ability to cool the water at a rate of 2-4°F per hour (assuming that all other conditions outlined above are met). The Recovery Chiller Pro has the ability to cool the water at a rate of 2.5-5°F per hour (assuming that all other conditions outlined above are met). 

The lowest possible temperature that can be reached by the Nuvio Recovery Chiller and Recovery Chiller Pro is typically around 39°F and 37°F respectively, although this varies based on set-up and environmental factors. Please note, reaching temperatures below 45°F will not be possible in all scenarios and environments.

Once the body of water is initially cooled by the Nuvio Chiller, the chiller will be able to maintain the temperature of the water as long as the device is running and the setup is not exposed to any excessive environmental and setup factors (outlined below).

There are many factors that we are not able to control or provide guarantees against that you may experience during personal use of any Nuvio Recovery Chiller. Please refer below for a (non-exhaustive) list of common factors that may negatively impact the cooling ability of the Nuvio Water Chiller:
- high environmental air temperatures (85°F or above)
- high environmental air humidity (variable)
- excessive direct sun exposure to Water Chiller and water vessel
- excessive water volumes over 66 gallons (250 L)

As stated, Nuvio has no control over these excessive environmental and setup factors and therefore we are not able to guarantee a specific level of performance for our products in or around these conditions. All of the descriptions above require the customer to adjust the surroundings or setup in order to improve the cooling effect of their Nuvio Recovery Chiller. We are not able to offer refunds or replacements for units that do not meet the expected performance if one or more of the high or excessive environmental factors have impacted the device.

In regions that experience long periods of sun exposure or prolonged high air temperatures (75°F+), we recommend using your Nuvio Water Chiller indoors, within a climate controlled area (such as a garage or basement) to benefit from the maximum level of power efficiency and cooling speed.

Once we receive a report of 'poor cooling performance' for the Nuvio Recovery Chiller, we will provide the customer with a series of tips and guides to ensure that they are using the device correctly. We will communicate with the customer to eliminate any excessive environmental and setup factors. In order to successfully complete this, we require the customer to provide some basic information for us to make an accurate and fair assessment, such as; location, air temperature, sunlight exposure on their setup, and water temperature. In addition to this, the customer must complete a '5-hour test' and provide us with the results for our team to assess (all information and support required for this is provided through our email). Once we receive this information, our team will assess if the Nuvio Recovery Chiller is underperforming and conclude the reasons for this. Using this decision, we will then offer all available solutions to the customer.

Reference figures:
Average tap water temperature in the USA: 55-65°F
Recommended optimal temperature range for cold plunging: 49-52°F


If you encounter any issues with the setup or performance of your Nuvio Water Chiller, please contact us at support@nuviorecovery.com so that we can assist with testing and troubleshooting to help resolve your case.

 

4. Nuvio Chiller Pro Existing Customer Upgrade Offer Policy

4.1 Offer Overview

Some existing Nuvio Chiller customers are eligible to receive an instant discount on the purchase of the Nuvio Chiller Pro. This offer is designed to reward our loyal customers who wish to upgrade their cold therapy experience with the Nuvio Chiller Pro.

4.2 Eligibility Requirements

To qualify for this exclusive discount:

  • You must have purchased a Nuvio Chiller within the last 12 months from the date of your Nuvio Chiller Pro purchase.
  • Your initial order must remain active, non-returned, non-refunded and non-cancelled at all times. If the status of your initial order ever changes (even after successfully claiming the Upgrade Offer), your right to the discount will be voided (even retroactively).
  • The original purchase must have been made directly through Nuvio’s official channels (our website or authorized sales platforms).
  • You must use the same email address and/or mobile number used in your original Nuvio Chiller purchase at checkout when purchasing the Nuvio Chiller Pro to validate eligibility.

Nuvio reserves the right to verify purchase history to confirm eligibility before honoring the discount.

4.3 Redemption Process

  • To access your exclusive discount, you must use the dedicated offer link provided on our website and complete the eligibility check.
  • Once eligibility is confirmed, the $300 discount code will be provided.
  • The customer must manually apply the discount at checkout.
  • This discount cannot be applied retroactively to past Nuvio Chiller Pro purchases.

4.4 Limitations and Conditions

  • This offer is non-transferable
  • At all times you must have an active, non-returned, non-refunded and non-cancelled Nuvio Chiller order to be eligible for the discount. If your initial Nuvio Chiller is ever non-active, returned, refunded or cancelled, you will automatically become ineligible for the Upgrade Offer discount, even if you have already claimed the offer. 
  • If you purchase a Nuvio Chiller to become eligible for the Nuvio Chiller Pro Upgrade Offer, then you return the original Nuvio Chiller after, you will not receive a full refund. You will receive your purchase price, minus any Chiller Pro discounts you have received.
  • This discount cannot be combined with other promotional offers, discounts, or bundle deals unless explicitly stated.
  • The discount is only available to customers who have not returned their original Nuvio Chiller unit. If you have purchased and returned a Nuvio Chiller unit, you are not entitled to the offer.
  • If you return the Nuvio Chiller Pro and your original Nuvio Chiller purchase is within its own return period and you also request a refund for it, the $300 upgrade discount will be void, and the refund for the Nuvio Chiller Pro will be adjusted to reflect the full purchase price before the discount.

4.5 Duration of Offer

This upgrade offer is available for a limited time and may be modified or terminated at Nuvio’s discretion without prior notice.

4.6 Support

If you encounter any issues redeeming this exclusive offer:

  • Please visit our Help Center for troubleshooting and eligibility guidance.
  • You may also contact customer support at support@nuviorecovery.com.

 

Nothing in this policy is intended to limit any rights you may have under applicable law.