90-day satisfaction guarantee
To give you the best possible experience, we offer a 90-day satisfaction guarantee from the moment you receive your order.
IMPORTANT – CONDITIONS OF USE OF THE GUARANTEE:
The 90-day guarantee is offered exclusively so you can try the product under real, consistent use.
To request a refund based on "lack of results", the product must have been used:
- At least 15 minutes per day
- Consistently and regularly
- For a minimum period of 4–6 consecutive weeks
CerviRest™ results appear progressively after weeks of consistent use. The effectiveness of the product cannot be assessed after a few days or without regular use.
Vertaline™ reserves any reasonable doubt about the actual use of the product. We reserve the right to request evidence of consistent use before approving refund requests based on "lack of results".
If the product you receive does not meet your expectations after actual use as described above, contact us and we will resolve the issue.
If more than 90 days have passed since your purchase, unfortunately we cannot offer a refund, exchange or return.
Refunds and returns
Return for lack of results (after use)
If you are not satisfied with your purchase after using the product consistently for at least 4–6 weeks as described above, you can return it within 90 days of the delivery date for a full refund.
If you do not like the product or did not achieve the results you hoped for after actual and consistent use, you can return it.
Immediate return (no use required)
Exchange or immediate return before using the product applies EXCLUSIVELY in the following cases:
- ✅ Product defective or faulty on arrival
- ✅ Product damaged or broken during transit
- ✅ Missing components not present in the package
In these cases it is MANDATORY to provide:
- Clear photographs showing the defect, damage or missing component
- Demonstration video of the malfunction (if applicable)
- Detailed description of the problem
Without photographic and video documentation supporting the report, the immediate return request cannot be accepted.
Return procedure
To start a return, contact our customer service at info@vertaline.it providing:
- Order number
- First and last name
- Reason for the return
- If returning for a defect: photos and video of the problem
- If returning for lack of results: confirmation of consistent use for 4–6 weeks
Return shipping costs
Return shipping costs are entirely the customer's responsibility.
Return shipping costs range from $30 to $45 depending on carrier fees and costs at the time of the return, the destination and the service used.
The exact return cost will be communicated when you make the request and will be deducted from the final refund.
Original shipping costs (paid at the time of the order) are non-refundable.
Refund processing
Once we receive the returned product at our warehouse, the refund will be processed and the credit applied to the original credit card or payment method within 10 business days.
Please note that it may take a few extra days for your bank to process the credit to your account.
If more than 15 business days have passed since the return was approved, contact us at info@vertaline.it.
Conditions for returns
You are free to try the product during the 90-day trial period following the conditions of use indicated. However, to proceed with a return:
- ✅ All components and accessories must be returned (device, pillow, gel, accessories)
- ✅ The product must be in resalable condition (not damaged by improper use)
- ✅ Keep the original packaging during the trial period to make any return easier
Products returned incomplete or damaged through improper use may be subject to a partial deduction from the refund.
Order cancellation
If you wish to cancel an order, contact our customer service within 6 hours of placing the order.
Every order stays in processing for 6 hours before being forwarded to our operations centre for immediate preparation and shipping.
After 6 hours from the order, cancellation is no longer possible and the normal return conditions apply.
Defective or damaged products
If you receive a defective, faulty or damaged product in transit, we will send you a replacement product free of charge.
You MUST send our customer service:
- 📸 Clear photographs of the product showing the defect or damage
- 🎥 Demonstration video of the malfunction (if the product is faulty)
- 📧 Detailed description of the problem
The report must be made within 48 hours of receiving the parcel. Without supporting photographic and video documentation, we will not be able to proceed with the replacement.
Incorrect address
It is the buyer's sole responsibility to make sure the shipping address was entered correctly when ordering.
Contact our customer service within 6 hours of the order if you believe you provided an incorrect address.
We do our best to speed up processing and preparation times, so the window to correct an address is limited to 6 hours.
If the error is reported after 6 hours or after the parcel has shipped:
- Return-to-sender costs are borne by the customer
- Re-shipping costs to the correct address are borne by the customer
- The total cost ranges from $30 to $45 depending on the service and destination
Vertaline™ is not responsible for parcels delivered to incorrect addresses provided by the buyer.
Lost or stolen parcels
Vertaline™ is not responsible for parcels lost or stolen after delivery has been confirmed by the carrier.
If tracking indicates the parcel was delivered to your address but you have not received it:
- Check with neighbours, family members or building reception
- Check whether the carrier left the parcel in a safe place
- File a claim with the carrier that made the delivery
- Contact our customer service for assistance with the procedure
For parcels genuinely lost in transit (tracking stopped without delivery), Vertaline™ will work with the carrier to trace the parcel or proceed with a replacement.
International shipping charges
Shipping charges for international orders are borne by the buyer. Vertaline™ is not responsible for any:
- Customs duties
- Import taxes
- Customs charges
- VAT applied by the destination country
These costs, where applicable, are the buyer's sole responsibility and must be paid on delivery or in accordance with the customs procedures of the destination country.
How to make a return
To make a return, email us at info@vertaline.it with:
- ✅ Order number
- ✅ First and last name
- ✅ Reason for the return
- ✅ If returning for defect/damage: photos and video of the problem
- ✅ If returning for lack of results: confirmation of consistent use for 4–6 weeks
Our customer service will guide you on the most convenient method and date to return the product and will tell you the exact return shipping cost.
Summary of refund conditions
- Defective/broken product – within 48h of receipt – free (replacement) or $30–45 (refund) – photos + video mandatory.
- Lack of results – after 4–6 weeks of use and within 90 days – $30–45 borne by the customer – confirmation of consistent use.
- Change of mind without use – NOT ACCEPTED.
- Incorrect address – within 6h free / after that $18–30 borne by the customer – confirmation of the correct address.
Need help?
For any issue with your order or to request a return, contact us: 📧 info@vertaline.it. Our team replies within 24–48 business hours.
LEGAL NOTE: by placing an order with Vertaline, the buyer declares that they have read, understood and fully accepted this return and refund policy. Vertaline™ reserves the right to amend this policy at any time, with the conditions in force at the time of the order applying.
Last updated: September 13, 2026