Refund policy

Last updated: 29 October 2026

At Nivaya, we want you to love your jewellery. This policy explains your rights to cancel, return, and receive a refund on orders placed at nivayajewelry.com (including all of its local-language versions), operated by Unity Digital Group LLC. It applies to customers in every country we ship to and does not limit any mandatory consumer rights you have under the laws of your country of residence, such as the UK Consumer Contracts Regulations 2013 and Consumer Rights Act 2015, or the EU Consumer Rights Directive.

If you have any questions, contact us at hello@nivayajewelry.com.

1. Your Right to Cancel (14 Days)

Wherever you are, you may cancel your order for any reason, without giving a reason, within 14 days of receiving your goods.

The cancellation period ends 14 days after the day you (or someone you nominate) receive the goods.
To cancel, notify us by email at hello@nivayajewelry.com with your order number before the 14-day period ends. You do not need to return the item before notifying us, but you must then return it (see Section 3).
If your order contains multiple items delivered separately, the 14 days run from receipt of the last item.

2. Time to Send the Goods Back

Once you have notified us of cancellation, you have a further 14 days to send the goods back to us.

3. How to Return an Item

Email hello@nivayajewelry.com with your order number and the item(s) you wish to return.
We will confirm your return and send you the return address and instructions.
Items must be returned in their original condition — unworn, unused, undamaged, and with all original packaging, tags, and protective seals intact.
You are responsible for the cost of returning the item, unless the item is faulty, damaged, or not as described (see Section 6), or we made an error.
We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit back to us.

4. Exceptions to the Right to Cancel

For hygiene and health protection reasons, the following items cannot be returned or refunded once the hygiene seal or packaging has been opened or removed, unless the item is faulty or not as described:

Earrings and other pierced/body jewellery.

This exception does not affect your right to cancel before the item is delivered, or your rights if the item is faulty, damaged, or not as described.

5. Refunds

Once we receive and inspect your returned item, we will process your refund within 14 days.
Refunds are issued to the original payment method, in the currency you paid in, via Shopify Payments. The final amount credited may differ slightly due to exchange rates applied by your bank or card issuer.
We refund the price paid for the item(s). If you cancel your entire order, we also refund the original delivery cost; if you chose the Premium shipping option, we refund only the cost of our standard delivery option.
If a returned item shows signs of use or damage, or is missing its original packaging (beyond what is needed to inspect it as you would in a shop), we may deduct an amount reflecting the reduction in value.

6. Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged in transit, or different from what you ordered, please contact us at hello@nivayajewelry.com as soon as possible, including photos of the issue where possible. We will offer a replacement or a full refund, and we will not charge you for return postage.

You also keep any statutory guarantee rights that apply in your country — for example, the 2-year legal guarantee of conformity for consumers in the European Union, or your rights under the UK Consumer Rights Act 2015 (including a full refund for faulty goods reported within 30 days of delivery).

7. Exchanges

We do not currently offer direct exchanges. If you would like a different size, colour, or item, please return your original item for a refund (subject to this policy) and place a new order.

8. Business Customers

If you are purchasing as a business rather than a consumer, the statutory consumer rights described above may not apply; please contact us for details.