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 Canadian consumer protection law.

Returns

Return eligibility

You may request a return within 30 days of delivery if all conditions below are met:

  • The item is unused and in original condition

  • All original parts, accessories, and packaging are included

  • No damage caused by misuse, improper handling, or normal wear

  • Hygiene-sensitive products must be returned clean and unused

  • Defects must be reported immediately upon delivery

  • Proof of purchase is provided

Niva Sleeps reserves the right to refuse any return that does not meet these conditions.

How to request a return

Before returning any item, you must contact us first.

Email: info@nivasleeps.com

Please include:

  • Order number

  • Reason for return

  • Clear photos or video (required for damaged or defective items)

  • Full name and shipping address

Once approved, we will provide you with the official return address and instructions.

❗ Returns sent without prior approval or to the sender address will not be accepted.

Return Shipping

  • Customers are responsible for all return shipping costs

  • Shipping fees are non-refundable

  • We strongly recommend using a trackable shipping method

  • Niva Sleeps is not responsible for lost or undelivered return shipments

Cancellation (14-Day Right of Withdrawal)

Under Canadian consumer protection standards, customers may withdraw from their purchase within 14 days of delivery, provided the order has not yet been shipped.

Because Niva Sleeps uses automated order processing, orders are prepared and dispatched quickly.
➡️ Once an order has shipped, cancellation is no longer possible.

If your order is already in transit, you must wait for delivery and then follow the return process above.

Refunds

  • Refunds are issued only after the returned item has been received and inspected

  • Original shipping fees, handling fees, customs fees, and taxes are non-refundable

  • Approved refunds are processed within 14 days

  • Refunds are issued using the original payment method

  • No additional refund fees are charged by Niva Sleeps

Return Location

All approved returns are shipped to our central warehouse in Asia.
All associated costs are paid by the customer.

Payment Disputes & Chargebacks

Before opening a chargeback or dispute with Shopify Payments, PayPal, Klarna, or your bank, customers must first contact info@nivasleeps.com.

Failure to follow our return and refund procedure may result in:

  • Rejection of the dispute

  • Delayed or denied refunds

This policy is used as supporting documentation in all payment disputes.

Legal Compliance (Canada – PIPEDA)

Niva Sleeps complies with the Personal Information Protection and Electronic Documents Act (PIPEDA).
Personal data collected during returns, refunds, and customer communication is used solely for order processing and customer support and is handled securely.