Returns

Returns & replacements

Skincare is a hygiene-sensitive category, so our policy is deliberately clear. Here is exactly what we can and cannot do.

Our policy at a glance

For reasons of hygiene and product safety, Nivam is unable to accept returns, exchanges or refunds on any skincare product once it has been dispatched. This is standard practice across the cosmetics and personal-care industry: goods that have left our facility cannot be verified, re-sealed or resold. Where an order arrives damaged, defective or incorrect, we will replace it in full — please write to us within 48 hours of delivery.

Eligible for a replacement

SituationResolution
Product arrived damaged or brokenFree replacement
Wrong product sentCorrect product sent + you keep the wrong one
Product has a manufacturing or quality defectFree replacement
Order not delivered within 15 business daysFull refund

Not eligible for return or refund

Situation
Any product that has been opened, used or had its seal broken
Unopened products returned for reasons of preference — once dispatched, we cannot verify storage conditions or resell the item
Change of mind after the order has been placed
Dislike of scent, texture or appearance — please read the product description in full before ordering
Allergic or sensitivity reactions — please review the complete ingredient list before ordering, and patch test on first use

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 within one business day. In the rare case a refund is due — for example an order that was never delivered — it is processed back to your original payment method within 5–7 business days.