Returns
Returns & refunds
We stand behind every product we make. Here's our straightforward policy.
Our policy at a glance
Because every Nivam product is made fresh to order, we are unable to accept returns or exchanges on opened or used items. However, if your order arrives damaged, defective, or incorrect, we will make it right — no questions asked.
Eligible for a replacement or refund
| Situation | Resolution |
|---|---|
| Product arrived damaged or broken | Free replacement or full refund |
| Wrong product sent | Correct product sent + you keep the wrong one |
| Product has a quality defect | Free replacement or full refund |
| Order not delivered within 15 business days | Full refund |
Not eligible for return
| Situation |
|---|
| Change of mind after the order has been placed |
| Dislike of scent or texture (please check product descriptions carefully) |
| Allergic reactions — please review ingredient lists before ordering |
| Products that have been opened or used |
Cancellations
Orders can be cancelled within 2 hours of placement, before production begins. To cancel, email us immediately at hello@nivamskin.com with your order number. Once production has begun, we are unable to cancel the order.
How to raise an issue
If something is wrong
-
1
Contact us within 48 hours
Email hello@nivamskin.com with your order number and a description of the issue within 48 hours of delivery.
-
2
Send a photo
Attach a clear photo of the product showing the damage or defect. This helps us understand the issue and improve our packaging.
-
3
We respond within 24 hours
Our team will confirm your replacement or refund within one business day. Refunds are processed back to your original payment method within 5–7 business days.