Refund policy

Last updated: November 1, 2026

NOVAREST™️ 90-NIGHT RISK-FREE TRIAL & REFUND POLICY

Article 1 – The 90-Night Home Trial & Order Window

1.1. Scope: MC CONSULT SERVICES LTD ("the Company", "we", "us"), operating Wellnest Nova, offers a 90-night risk-free trial on the NovaRest™️ Neck Pillow ("the Product") purchased exclusively through wellnestnova.com.

1.2. Duration & Start Date: The 90-night trial window commences strictly on the official carrier delivery date (confirmed tracking date) and expires at 11:59 PM (Eastern Time) on the 90th calendar day following delivery. To ensure logistical synchronization with supply chain return windows, the return package must be received by our fulfillment center within a maximum absolute cutoff of 120 calendar days from the original order placement date.

1.3. Home Trial Eligibility & Product Condition: Customers are encouraged to test and use the Product during the 90-night trial period. To be eligible for a refund or exchange, the returned Product must be in clean, undamaged, and resalable condition. It must be returned with all original accessories, components, power cables, manuals, and original packaging.

1.4. Fair Use Limitation & Single Refund Rule: Returns under this policy are strictly limited to one (1) return or refund claim per customer, household, or delivery address. Items provided as a warranty replacement or product exchange are not eligible for a subsequent refund or store credit. Obtaining a replacement product does not restart or extend the 90-night trial period.

Article 2 – Product Care & Rejection Criteria for Returns

2.1. Acceptable Wear vs. Excluded Damage: Standard personal testing during the 90 nights is fully accepted. However, Products that exhibit severe physical damage, intentional abuse, or severe hygienic neglect will be rejected.

2.2. Inspection Standards: A return claim will be rejected if the inspection upon arrival reveals any of the following:

  • Permanent physical damage (tears, punctures, cut fabrics, broken internal frame, or missing internal components).
  • Permanent disfiguring stains, bodily fluid spills, or severe soilage.
  • Strong permanent chemical, tobacco, or pet odors (excluding the standard new-foam scent inherent to fresh memory foam).
  • Missing essential components (power cord, heating controller, or original outer cover).

Article 3 – Mandatory Pre-Return Authorization & Validation Process

3.1. Return Authorization Required: No physical return will be accepted without prior written authorization from our customer support team (info@wellnestnova.com) and the issuance of an official Return Merchandise Authorization (RMA) ticket.

3.2. Unauthorized Deliveries: Any return parcel shipped without an authorized RMA ticket or sent to an unapproved destination will be rejected upon arrival. The customer shall remain responsible for any carrier or redelivery fees incurred.

3.3. Photographic & Verification Requirements: To initiate a return ticket, the customer must email info@wellnestnova.com with:

  • The original order number and delivery tracking reference.
  • Clear photographs showing the current physical condition of the Product, outer cover, power cable/controller, and packaging.

Article 4 – Return Logistics & Destination Address

4.1. Designated Return Destination: Upon validation of the return request, our customer support team will provide the exact designated return address (regional processing facility or intake depot). Customers must not ship returns to corporate administrative offices or shipping origins printed on delivery labels.

4.2. Return Shipping Costs: Unless otherwise specified by a promotional offer or explicit commercial goodwill gesture approved in writing by the Company, return shipping costs are paid by the customer.

4.3. Trackable Shipping Required: The returned item must be sent using a trackable shipping service (e.g., Canada Post, UPS, or FedEx). The customer must provide the valid tracking number to info@wellnestnova.com within fourteen (14) calendar days of receiving the RMA ticket. The Company is not responsible for packages lost or damaged in transit.

Article 5 – Remedies: Refunds, Store Credit & Exchanges

5.1. Refund Options: Upon successful warehouse inspection of a compliant return under Articles 1 and 2, the customer may choose between:

  • A full refund credited to the original payment method.
  • A Wellnest Nova Digital Store Credit / Gift Card for 100% of the purchase value.

5.2. Product Exchange: Alternatively, the customer may request a direct product exchange for a replacement unit or variant of equal value.

5.3. Single Remedy Settlement: Processing a refund, store credit, or exchange under this policy constitutes full and final settlement of the order. Replacement products issued under an exchange or warranty claim do not restart or extend the 90-night trial.

Article 6 – Inspection Outcomes & Non-Compliant Returns

6.1. Compliant Returns: Compliant returns are processed within five to seven (5-7) business days following warehouse intake and inspection. Refunds to credit cards or original payment methods may require additional bank processing time.

6.2. Non-Compliant Returns: If a returned item is received damaged, severely soiled, or missing critical electrical components under Article 2.2:

  • No refund or store credit will be issued.
  • Customer support will notify the buyer with photographic findings.
  • The item will be held for thirty (30) calendar days for reshipment back to the customer at the customer's expense.

Article 7 – Transit Damage & Legal Warranties

7.1. Transit / Delivery Damage Notice: Customers are strongly requested to inspect their parcel upon arrival and report any physical shipping damage (e.g., crushed boxes, torn packaging, or broken parts upon opening) to info@wellnestnova.com within forty-eight (48) hours of delivery, along with photos of the outer shipping box and damaged product.

7.2. Statutory Consumer Guarantees: Nothing in this policy excludes, restricts, or modifies any statutory consumer warranties provided under applicable provincial consumer protection laws (including the legal warranty of good working order under Quebec's Consumer Protection Act).

7.3. Functional Warranty Claims: If an electrical or heating component manifests a manufacturing defect during normal use within the warranty period, the Company will provide replacement parts or a replacement unit free of charge under Article 5.2.

Article 8 – Fraud Prevention & Right of Denial

8.1. Anti-Abuse Protection: The Company reserves the right to decline return authorizations, exchanges, or refunds to any individual attempting to exploit this policy through fraudulent misrepresentation, bad faith purchases, deliberate product damage, or repeated commercial abuse across multiple accounts or addresses.