Refund policy

Right of Return
1.1 You may return any product for any reason within 30 days of the delivery date.
1.2 Returns are free of charge when the item is unused, undamaged and in its original packaging.
1.3 Original shipping fees and any import duties are non-refundable unless local law requires otherwise.

Promotional Orders
Return windows and procedures may differ during sales events (e.g., Black Friday). The event-specific terms displayed at checkout prevail over this policy.

Items Purchased from Authorised Retailers
Contact the retailer from whom you bought the product; nivanoo cannot process those returns or exchanges.

How to Initiate a Return (regular orders)
a. Email support@nivanoo.com with the subject “Return Request”.
b. Include your order number and the SKU(s) you wish to return.
c. We will issue a prepaid return label and step-by-step instructions within one business day.

Damaged, Defective or Incorrect Items
5.1 Notify us within 14 days of delivery.
5.2 Send photographs of the damage/defect and your order number to support@nivanoo.com with the subject “DAMAGED”.
5.3 We will replace the item at no cost or issue a full refund, including any outbound shipping charges.

Missing Items
Email support@nivanoo.com with the subject “MISSING ITEM” and your order number. We will investigate and respond within 24 hours.

Responsibility for Return Postage
• Consumer-fault returns (e.g., change of mind, wrong size ordered): you pay the carrier of your choice.
• nivanoo-fault returns (damaged, defective, incorrect item sent): we supply a prepaid label and refund any original shipping cost.

Order Cancellation
You may cancel an order free of charge before it is handed to the carrier through the “My Orders” page or by contacting support@nivanoo.com. Once the parcel is dispatched, the return procedure above applies.

Refunds
Approved refunds are processed to the original payment method within 5–7 business days after the returned item passes quality inspection.