Refund policy
Last updated: September 17, 2026
We want you to decide at home, in real winter evenings, not in the first five minutes. This policy covers our 30-night trial, refunds, damaged items and the 12-month limited warranty. Denvale is operated by Nova Global Trading LLC.
30-night home trial
You have 30 nights from the day your order is delivered to decide. Wear it, sleep in it and wash it following the care label. If it is not warm enough, does not fit the way you hoped, or you simply changed your mind, you can return it for a full refund.
How to start a return
- Email contact@denvale.store within 30 nights of delivery with your order number and a line about what didn't work for you (this helps us improve, and it never affects your refund).
- We reply within 1 business day with a prepaid return label and instructions.
- Pack the robe with its controller and power adapter, attach the label and drop it off with the carrier.
Please do not send anything back before you receive our return instructions, so your parcel does not get lost.
Return shipping
Return shipping is free within the United States when you use the prepaid label we send you.
What to send back
- The robe, the controller and the power adapter or cord.
- You do not need to return the free extras (the Travel & Storage Bag and the Warm Living Guide). They are yours to keep.
- Used and washed robes are accepted. If the controller or adapter is missing, we will contact you before issuing a partial refund.
Refunds
Once your return arrives, we inspect it and issue your refund to the original payment method within 5 business days. We email you when the refund is sent. Your bank or card provider may take another 5 to 10 business days to show it on your statement.
If you bought a bundle (for example Buy 2 or Buy 3) and return only part of it, we refund the price you actually paid for the returned robe(s), which is the discounted bundle price divided evenly across the robes in the bundle.
Exchanges
Want a different colour? Tell us in your email. If the colour is in stock, we will ship the new one as soon as the original is on its way back to us.
Damaged, defective or wrong items
If your order arrives damaged, does not heat, or is not what you ordered, email us within 7 days of delivery with your order number and a photo or short video. We will send a replacement or refund you in full, and you will not pay for any shipping.
12-month limited warranty
After the 30-night trial, your robe is covered by our limited warranty for 12 months from the delivery date.
What is covered: failure of the heating elements, internal wiring, controller or power adapter during normal household use.
What we do: replace the faulty part or the robe, with shipping paid by us. If a replacement is not available, we refund the price you paid for that robe.
What is not covered:
- Normal wear of the fabric, such as pilling or fading over time.
- Accidental damage, cuts, burns, pet damage, or a cord or connector that has been crushed, pulled or cut.
- Washing, drying or ironing with the controller attached, or care that goes against the care label.
- Use with a power adapter, battery or cable that did not come with the robe.
- Repairs or modifications not made by us.
How to claim: email contact@denvale.store with your order number, a short description of the problem and a photo or video. We may ask you to send back the faulty part using a prepaid label.
Your legal rights
This policy gives you rights in addition to the rights you have under the law of your state. Nothing in it limits any right that cannot legally be excluded.
Contact
Email contact@denvale.store. We reply within 1 business day (Monday to Friday).
Nova Global Trading LLC (Denvale)
3002 W Elizabeth St, Fort Collins, CO 80521, United States