Returns, Refunds & Cancellation Policy

Niva Sleeps

Important Notice

Niva Sleeps does not offer free returns.
All return shipping costs, handling fees, customs fees, and related charges are the responsibility of the customer, unless otherwise required by UK consumer protection law.

Shipping & Returns Policy

At Niva Sleeps, we are committed to delivering high-quality products and a transparent customer experience. Please read this policy carefully before placing your order. By completing a purchase, you agree to the terms outlined below.

1. 90-Day Guarantee

We offer a 90-day money-back guarantee from the date of delivery. Customers may request a return within this period, provided all conditions outlined in this policy are met.

2. Return Eligibility

To qualify for a return:

  • The request must be submitted within 90 days of delivery
  • The item must be returned in original condition
  • All parts, accessories, and packaging must be included
  • The product must not show signs of misuse, damage, or excessive wear
  • Hygiene-sensitive products must be returned clean and unused
  • Proof of purchase is required

Niva Sleeps reserves the right to refuse returns that do not meet these conditions.

3. Return Authorization (Mandatory)

Before returning any item, you must contact us first.

📧 support@nivasleeps.com

Please include:

  • Order number
  • Reason for return
  • Clear photo or video evidence (if damaged or defective)
  • Full name and shipping address

Returns sent without prior approval will not be accepted.

4. Return Shipping Responsibility

  • All return shipping costs are the responsibility of the customer
  • Shipping, handling, customs duties, and taxes are non-refundable
  • Returns must be sent using a trackable shipping method
  • The customer is responsible for successful delivery of the return

Niva Sleeps is not liable for lost or undelivered return shipments.

5. Return Location

All approved returns are processed through our international warehouse network, which may include facilities in Asia.

The exact return address will be provided after approval.

6. Refund Process

  • Refunds are issued after inspection of returned items
  • If approved, refunds are processed within 14 business days
  • Refunds are issued to the original payment method
  • Original shipping costs are non-refundable

7. Cancellations

Orders may only be canceled if they have not yet been processed or shipped.

Due to automated fulfillment, orders are processed quickly. Once shipped, cancellation is no longer possible.

If your order has already shipped, you must wait for delivery and follow the return process.

8. Delivery Responsibility

Once a package is marked as “Delivered” by the carrier, Niva Sleeps has fulfilled its delivery obligation.

If you cannot locate your package:

  • Check with neighbors or household members
  • Verify your shipping details
  • Contact the carrier directly

We are not responsible for lost or stolen packages after confirmed delivery, but we will assist where possible.

9. Delays Beyond Our Control

Shipping times are estimates and may vary due to:

  • Carrier delays
  • Customs processing
  • Weather conditions
  • High-demand periods

Niva Sleeps is not responsible for delays caused by third-party logistics providers.

10. Disputes & Chargebacks

Customers must contact our support team before initiating a chargeback or dispute.

Failure to do so may result in delayed or rejected claims.

This policy will be used as supporting evidence in all payment disputes.

📧 support@nivasleeps.com
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM (UK time)

11. Policy Enforcement

  • Refuse returns that do not meet the conditions above
  • Update or modify this policy at any time
  • Apply this policy in all customer service and dispute resolutions