Refund policy

Return, Refund & Replacement Policy

At Nivapure, we are committed to delivering premium products and a seamless shopping experience. This policy outlines the conditions under which returns, refunds, and replacements may be considered. All terms comply with Indian e-commerce regulations and the Digital Personal Data Protection (DPDP) Act, 2023.

General Terms

  • All cosmetic, skincare, and wellness products are non-returnable and non-refundable due to hygiene and product integrity standards.

  • Products that have been opened, used, tampered with, or damaged post-delivery cannot be accepted for return or refund.

  • Nivapure is not liable for any damage occurring after successful delivery.

  • Any request for return, refund, or replacement is subject to internal verification and final approval.

  • All processes ensure secure and lawful handling of customer personal data as mandated by the DPDP Act.

Damaged or Wrong Product Received (At Delivery)

A replacement is provided only when the product received is conclusively proven to be damaged, defective, or incorrect.

  • A continuous, uncut unboxing video is mandatory for verification of any claim.

  • Report the issue within 48 business hours of delivery to: support@nivapure.com (or your designated support email).

  • The product must remain unused and in its original packaging with all seals intact.

  • Physical damage caused by customer handling, improper storage, or usage will not be covered.

  • Once approved, replacements will be processed within 7–21 business days.

  • Final approval of all claims rests solely with Nivapure.

Return Eligibility (Limited Exceptions)

All purchases are generally final. However, an item may be considered for return within 7 days from the date of delivery strictly under the following conditions:

  • Product delivered in physically damaged condition (validated by continuous unboxing video).

  • Product delivered with missing components, items, or accessories.

  • Delivered product does not match the order invoice.

Returns will NOT be accepted for:

  • Opened, tested, or used products.

  • Claims submitted without an unboxing video, original invoice, and batch ID.

  • Damage occurring after successful transit.

  • Subjective preferences (fragrance, texture, suitability, or expectation mismatch).

Cash on Delivery (COD) Policy

COD orders involve dedicated processing and handling costs. Specific conditions apply to cancellations, refunds, and replacements for COD shipments.

Eligible COD Split/Partial Charge Refunds

Refunds for upfront COD split or verification charges will be processed strictly under these circumstances:

  • Dispatch exceeds communicated timelines and the customer requests cancellation before transit.

  • Transit exceeds the committed delivery timeline and cancellation is formally requested.

  • Shipment returns to the fulfillment facility without customer fault.

  • The delivery location becomes non-serviceable after order confirmation.

  • Inventory issues lead to unfulfilled or canceled orders.

  • Verified wrong or damaged delivery supported by an unboxing video and invoice.

Non-Refundable COD Charges (Customer-Initiated Failures)

Upfront COD split/partial charges will not be refunded if:

  • The customer refuses or rejects delivery at the doorstep.

  • The customer is unavailable during multiple delivery attempts.

  • Cancellation is requested post-dispatch without a valid product-related defect.

  • Delivery fails due to an incorrect, incomplete, or unreachable delivery address provided by the customer.

  • Shipping and COD processing charges are non-refundable under all standard circumstances.

COD Replacement Terms

COD orders are eligible for replacement only. Monetary refunds are strictly limited to qualifying upfront COD split charges as outlined above.

Processing Timelines

  • Claim Verification: 2–5 business days

  • Replacement Processing: 7–21 business days

  • Refund Processing (if eligible): 7–14 business days post-approval via the original payment method or authorized banking channel

Data Privacy Compliance (DPDP Act, 2023)

All personal information collected during order fulfillment, customer support, and claim verification is handled strictly under the Digital Personal Data Protection Act, 2023. Data is utilized exclusively for order fulfillment, fraud prevention, and operational communication, and is never sold, shared, or repurposed beyond lawful business needs.

Company Rights & Discretion

Nivapure reserves the right to:

  • Approve or reject any return, refund, or replacement request based on submitted evidence.

  • Request secondary documentation or additional proof for verification.

  • Modify or update this policy at any time without prior notice.

  • Cancel any order containing technical, system, or pricing errors without prior liability.

Copyright Notice

Worldwide Copyright © NIVAPURE. All rights reserved. Unauthorized reproduction, adaptation, or distribution of this policy is strictly prohibited.