Refund policy

Damaged items

If your item arrives damaged, please contact us on WhatsApp or at support@shopniva.net within 30 days of delivery and first send us your unboxing video — the video of you opening the sealed package, showing the damage. This protects honest customers and helps us claim from the carrier. With a valid unboxing video that shows the damage, we will send you a replacement item (EXCHANGE). Damage claims are exchange-only — we do not offer refunds for damaged items. Without an unboxing video we cannot accept a damage claim, so please always film your unboxing.

Wrong item sent (our mistake)

Send a photo on WhatsApp or to support@shopniva.net within 30 days and we will arrange a replacement or a full refund (including any tax and shipping you paid on that item) — your choice.

Change of mind

Unused items in original packaging can be returned within 30 days; return postage is the customer's.

Refunds (where applicable above) go to the original payment method within 5–10 business days of approval. Orders that were held because we could not confirm them on WhatsApp are always refunded in full automatically.