Refund policy

Return & Refund Policy

Effective Date: June 15, 2026

At Nivaus, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help. Please read the policy below to understand how returns, refunds, exchanges, and cancellations are handled.

1. Return Window

You may request a return within 30 calendar days from the date your order is delivered.

Unfortunately, we are unable to accept return requests submitted after the 30-day return period.

2. Return Eligibility

To qualify for a return, the item must:

  • Be unused and in the same condition as received.

  • Be returned in its original packaging.

  • Include all accessories, manuals, and any included components.

  • Show no signs of misuse, wear, accidental damage, or alteration.

We may decline a return if the product does not meet these requirements.

3. Non-Returnable Items

For hygiene, safety, and quality assurance reasons, certain products cannot be returned.

These include:

  • Products that have been opened, used, or damaged after delivery.

  • Items returned without their original packaging or missing accessories.

  • Products damaged due to improper use, negligence, or unauthorized modifications.

  • Gift cards, promotional items, or complimentary products.

  • Items clearly marked as Final Sale or Non-Returnable at the time of purchase.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery.

To help us review your request quickly, please include:

  • Your order number.

  • Clear photos or a short video of the item.

  • Photos of the shipping packaging, if available.

After reviewing your claim, we'll provide the most appropriate solution, which may include a replacement, a prepaid return label, or a full refund when applicable.

5. Lost Packages

Most orders are delivered within our estimated delivery timeframe of 7–12 business days.

If your package has not arrived within that timeframe, please contact us so we can investigate the shipment with the carrier.

If the carrier confirms that the package has been lost during transit, we'll offer either a replacement or a full refund to your original payment method.

6. Return Shipping Costs

If the return is due to our error, such as receiving a damaged, defective, or incorrect item, Nivaus will cover the return shipping cost by providing a prepaid return shipping label.

If you're returning an eligible item because you've changed your mind or ordered the wrong product, you'll be responsible for the return shipping expense.

We do not charge any restocking fees.

7. Refund Process

Once we receive your returned item, it will be inspected to confirm that it meets the return requirements outlined in this policy.

After the inspection is complete, we'll notify you by email of the outcome.

If your refund is approved, the payment will be returned to your original payment method within 10 business days.

Original shipping charges are non-refundable unless the return is the result of our mistake, such as a defective, damaged, or incorrectly shipped item.

8. Exchange Policy

We accept exchanges for items that arrive damaged, defective, or incorrect.

If you'd like a different product or variation because you changed your mind, we recommend returning the eligible item and placing a new order through our website.

All exchange requests must meet the same eligibility requirements as standard returns.

9. Order Cancellations

If you wish to cancel an order, please contact us within 12 hours of placing it.

Orders that have already entered processing or have been shipped cannot be canceled. However, once the order is delivered, you may request a return if the item qualifies under this policy.

10. Contact Us

If you have any questions about returns, refunds, exchanges, or cancellations, our support team is here to help.

Store Name: Nivaus

Email: support@nivaus.com

Phone: +1 (415) 754-0789

Address: 14930 Don Julian Rd, City of Industry, CA 91746, United States

Business Hours: Monday – Friday, 9:00 AM – 5:00 PM Pacific Time (PT)