At Nivia, we want you to have a positive shopping experience. If there is a problem with an eligible product, you may request a return within:

10 Days of Receiving Your Order

All return and refund requests are subject to the conditions below.

1. Return Period

Customers must contact us within 10 days from the date the order was delivered.

Requests received after the 10-day period may not be accepted, except where otherwise required by applicable law.

2. Eligible Returns

A product may qualify for a return if:

• You received the wrong product
• The product arrived damaged
• The product is defective
• The product is significantly different from what was ordered
• An essential item or component is missing

All returns are subject to verification.

3. Product Condition

For a return to be considered, the product should generally be:

• Unused
• In its original condition
• In its original packaging where possible
• Returned with included accessories/components
• Accompanied by order information or proof of purchase

For hygiene and safety reasons, certain beauty, skincare, cosmetic, or personal-care products may not be eligible for return once opened or used, unless the product is defective, damaged, or incorrectly supplied.

4. Beauty & Skincare Products

Because beauty and skincare products are personal-use items, customers should check product information, ingredients, and suitability before opening or using them.

Opened or used products may not be eligible for return due to hygiene considerations unless there is a verified defect, damage, or fulfillment error.

5. Damaged Products

If your product arrives damaged, please contact us within 10 days of receiving your order.

We may request:

• Clear photographs of the product
• Photographs of the packaging
• Photographs of the shipping label
• A video showing the issue, where appropriate
• Order number and purchase details

This information helps us investigate the issue.

6. Wrong Product

If you receive a product different from the one you ordered, contact us within 10 days.

After verification, we may offer:

• Replacement with the correct product
• Refund
• Another appropriate solution

Replacement is subject to product availability.

7. Defective Products

If a product is defective or has a manufacturing-related issue, please contact us within the 10-day return period.

After reviewing the issue, we may offer a replacement or refund depending on the circumstances.

8. Change of Mind

Returns based solely on a change of mind, personal preference, or incorrect selection may not be accepted, especially if the product has been opened or used.

For beauty and personal-care products, opened or used products are generally not eligible for change-of-mind returns due to hygiene considerations.

9. Refunds

Once an eligible returned product has been received and inspected, we will notify you whether the return has been approved.

If approved, the applicable refund will be processed using an appropriate refund method.

The time required for the refund to reach you may vary depending on the payment method or financial institution.

10. Return Shipping Costs

If the return is caused by an error on our part, such as:

• Wrong product sent
• Defective product
• Damaged product

we may arrange or cover the applicable return shipping cost.

For other approved returns, the customer may be responsible for return shipping costs.

11. Non-Returnable Situations

A return or refund may not be approved if:

• The return request is submitted after 10 days
• The product has been used improperly
• The product has been intentionally damaged
• The product has been altered or modified
• The product is returned without required components
• The product has been opened where hygiene restrictions apply
• The issue is caused by normal wear and tear
• The customer cannot provide sufficient order information
• The product does not meet the conditions of this policy

12. Sale & Promotional Products

Products purchased during sales, clearance events, bundles, or promotional campaigns may be subject to additional return conditions.

Any specific conditions applicable to a promotion will be mentioned on the relevant product or promotional page.

13. How to Request a Return

To request a return, contact Nivia by email:

Email: [YOUR EMAIL]

Please provide:

• Your name
• Order number
• Product name
• Date of purchase
• Reason for return
• Photos/videos of the issue where applicable

Please contact us before sending any product back. Do not send a product to an address without receiving return instructions from our team.