Refund policy

Return & Refund Policy

We want you to feel confident in your purchase. If Niella isn't working for you, we'll make it right.

30-day refund window

You have 30 days from the date your order is delivered to request a refund. To be eligible, the device must be in resellable condition — meaning it's clean, undamaged, and includes the original packaging.

We ask that you give the device at least two weeks of consistent daily use before requesting a refund. Pelvic floor muscles need time to respond to training, and most women don't notice meaningful change before the two-week mark.

How to request a refund

Email us at Getniella@gmail.com with your order number and a brief note about why the product didn't work for you. We don't require a reason, but your feedback helps us improve.

We'll respond within 24 hours on business days with return instructions.

Return shipping

You are responsible for return shipping costs. We recommend using a tracked shipping service — we can't issue a refund for packages that don't arrive.

Once we receive and inspect the returned device, your refund will be processed to your original payment method within 5–7 business days.

Damaged or defective items

If your Niella arrives damaged, defective, or with a malfunctioning Smart Counter, contact us within 7 days of delivery. We'll send a free replacement at no cost to you. You won't need to return the original — just send a photo of the issue.

Items not eligible for return

For hygiene reasons, we cannot accept returns of devices that show signs of heavy use (more than 14 days of counter activity), have been damaged by misuse, or are missing the original packaging.

Order cancellations

If you need to cancel an order, contact us within 12 hours of placing it. After 12 hours, the order may have already entered fulfillment and we can no longer modify or cancel it.

Questions

Email getniella@gmail.com. We typically respond within 24 hours on business days.