Refund policy

Last updated: September 15, 2026

Returns for damaged products

Nivoia does not offer change-of-mind returns or exchanges. This includes a change in preference, an unwanted gift, or selecting the wrong size. Please review the product description and size information before ordering.

We accept return requests when a jacket arrives damaged. This policy does not exclude any remedy you may have under applicable law for defective, incorrect, missing, or materially misdescribed goods.

How to report damage

Email nivoiastore@gmail.com as soon as reasonably possible after discovering the issue. Include your order number, a description of the damage, and clear photos of the item and packaging where available. If you cannot provide photos, contact us so we can discuss another way to assess the problem.

Keep the item and packaging while your claim is being reviewed, where it is safe and practical to do so. Do not send the product back before contacting us. We will review your request and explain the next steps.

Approved claims and return costs

If we confirm that your item arrived damaged, we will arrange an appropriate replacement or refund, subject to your applicable consumer rights. If a return is required for an approved damaged-item claim, we will provide the return instructions and cover the necessary return shipping cost. No restocking fee applies to these claims.

Our business mailing address is not an automatic return destination. Use the return address supplied by support for your claim. Damage caused by misuse, accidents after delivery, or failure to follow the care instructions is not covered by this voluntary damaged-item policy, except where the law requires a remedy.

Refunds

We will notify you of the outcome of your claim. Approved refunds are issued promptly to the original payment method, within the time required by applicable law. Your bank or payment provider may need additional time to post the credit. We will explain the amount being refunded, including applicable taxes and shipping charges; any refund required by law will include all amounts the law requires.

Cancellations and delivery problems

Contact us immediately if you need to change or cancel an order. We will try to help before dispatch, but changes may no longer be possible once fulfillment has progressed. This does not limit cancellation or refund rights that apply when an order is delayed, cannot be fulfilled, or is otherwise covered by applicable law.

For a missing or delayed shipment, contact support and review our Shipping Policy.

Your legal rights

Nothing in this policy limits rights or remedies that cannot lawfully be excluded. Where applicable law gives you additional rights, those rights take priority over this policy.