Refund policy

Return / Refund and Cancellation 

Last updated: July 11, 2025

 

General Terms

This Cancellation and Refund Policy applies to all purchases made on the official NIVA website www.wearniva.com

By placing an order with us, you’re agreeing to the terms outlined in this policy. This policy is governed in accordance with the applicable laws of India.

 

Cancelling an Order

If Your Order Hasn’t Been Shipped:

We totally understand that sometimes plans change! If you’d like to cancel your order, you can do so before it has been dispatched by contacting us at nivajewels.co@gmail.com or via WhatsApp at +917285882103

Once confirmed, your payment will be refunded in full to the original payment method within 2–3 business days.

Please note: The advance paid on Partial COD orders is non-refundable.

If Your Order Is Already Shipped:

Once your order is on its way, it can no longer be canceled.
However, you can still request a return or exchange, as per our Return & Exchange Policy. Please keep in mind that shipping fees are not refundable.

We recommend checking the parcel thoroughly before accepting delivery. If the POD sleeve is missing or tampered with, or the outer packaging seems damaged, please do not accept the parcel.

Refusing a Delivery:

If an order is refused at the time of delivery, the customer will lose access to Cash on Delivery (COD) for future purchases from NIVA.

 

Partial COD Terms & Conditions

An additional nominal amount will be charged on all Cash on Delivery (COD) orders as part of our COD system. This advance, along with the remaining amount, will be collected together at the time of delivery as a single payment. 

Please Note: The Partial COD Advance Is Non-Refundable

The advance amount paid for Partial COD is a non-refundable processing fee, even if the order is canceled before dispatch or refused at delivery.

This fee is not adjusted against the product price. It covers essential backend operations that begin as soon as your order is placed, including:

  • Verifying and confirming your order

  • Blocking inventory for your selected item

  • Preparing packaging and logistics

  • Coordinating with courier partners

Since these processes involve time and resources, the advance is retained to support smooth and efficient order fulfillment.

 

Returns and Refunds

Eligibility for Return:

At NIVA, we accept return requests only if the item arrives damaged or defective. To be eligible, the product must be in its original, unworn condition, with all tags, accessories, and packaging intact.

All return requests must be initiated within 24 hours of delivery. We kindly ask our customers to record a complete unboxing video at the time of opening the parcel. You will be asked to provide the unboxing video of the damaged product on our WhatsApp number which is +917285882103 or email address "nivajewels.co@gmail.com". This video must clearly show the unopened POD sleeve with the shipping label visible, and continue until the product is fully unboxed.

This step is crucial for us to verify any claims of transit damage or missing items. Without a valid unboxing video, we will not be able to process return or exchange requests. Please do not accept the parcel if the POD sleeve appears missing, tampered with, or damaged.

We truly value your trust, and this policy ensures a fair and transparent experience for both sides. Still images or partial videos of the product alone will not be accepted as valid proof.

 

How to Request a Return or Exchange:

All return/exchange requests must be made only via email to nivajewels.co@gmail.com or WhatsApp number +917285882103. Please include your order number, reason for return, and the unboxing video as described above.
Our customer support team will respond within 72 hours. In some cases, we may require additional information to proceed with the request.

 

Non-Returnable Products: 

For hygiene and safety reasons, earrings or any jewelry that pierces the skin cannot be returned or exchanged unless damaged during delivery.
Additionally, customized or personalized pieces are non-returnable and non-exchangeable.

 

The Return Process:

Once your return request is approved, we will provide you with either a return shipping label or detailed instructions for sending the item back. In most cases, we’ll raise a return pickup request on your behalf.
However, in rare situations where a reverse pickup service is unavailable in your area, you may be asked to ship the item back to our address in its original packaging.
Unless the item received was damaged or incorrect, the return shipping cost will be borne by the customer.

 

Refunds:

We do not offer monetary refunds at NIVA. Instead, we provide Store Credits which can be used toward future purchases.
Once the returned product is received and inspected, your Store Credit will be issued via email within 5–7 working days.
Shipping charges from the original order are non-refundable, except in cases where the return is due to our error (such as receiving the wrong or damaged product).

 

Exchanges:

If you’d prefer an exchange over a store credit, we’re happy to help—provided the item you want is in stock.
If the requested product is unavailable, we will issue a Store Credit for the same value instead.

 

Shipping:

We offer various shipping options to meet your needs. Shipping costs are
included in the cost of the item. We ship all our packages through major logistics
companies. You will receive tracking details via Email and SMS from either of our
delivery partners with the tracking ID.

 

Delivery Time:

Estimated delivery times will be provided at checkout. Deliveries may take 2-7 working days. Please note that delivery times may vary based on location, shipping method, and other external factors.

Please provide the complete & accurate shipping address including a zip code and a
mobile number. This will ensure a faster and better delivery.