Refund policy

Last updated: 26 September 2026

Every NIVVAAS piece is carefully inspected and packed before it leaves us. As our décor and serveware are delicate and often handcrafted, we accept returns only for items that arrive damaged, defective or incorrect, and every request is reviewed and approved by the NIVVAAS team.

1. What we accept

  • Damaged in transit: the product arrives broken, cracked, dented or otherwise damaged.
  • Defective: the product has a manufacturing defect.
  • Wrong item: you received a different product, size or variant from the one you ordered.

We do not accept returns or exchanges for change of mind, and all other sales are final.

2. Unboxing video (mandatory)

An unboxing video is required for every claim. Claims without a valid unboxing video cannot be accepted. The video must:

  • be one continuous, unedited recording;
  • start with the sealed package, showing the shipping label and order details clearly;
  • show the package being opened and the product being taken out and checked on camera;
  • clearly show the damage, defect or wrong item.

Please keep the product and all original packaging until your claim is resolved.

3. How to raise a request (within 48 hours of delivery)

Contact us within 48 hours of delivery with:

  • your order number,
  • the unboxing video, and
  • clear photos of the product and the outer packaging.

Email: info@nivvaas.com
Phone / WhatsApp: +91 70830 51521

Requests raised after 48 hours of delivery cannot be accepted.

4. Review and approval

The NIVVAAS team will review your request and the unboxing video and reply by email or WhatsApp. All returns and replacements are subject to approval by the NIVVAAS team. If a pickup or return shipment is needed, we will arrange it or share instructions. Please do not send items back without our confirmation.

5. Replacement or refund

  • Once your request is approved, we will send a replacement of the same product at no extra cost.
  • If a replacement is not available, we will issue a refund to your original payment method.
  • Approved refunds are initiated within 7 business days of approval. Your bank or payment provider may take a few more days to show the credit.

6. What is not covered

  • Change of mind, or a product no longer wanted.
  • Natural variations in handcrafted pieces, such as slight differences in colour, finish, texture, hammer marks or size. These are part of the character of handmade products, not defects.
  • Damage caused after delivery, through misuse, incorrect cleaning or normal wear and tear.
  • Claims raised after 48 hours of delivery, or without a valid unboxing video.
  • Gift cards.

7. Cancellations

If you need to cancel an order, contact us as soon as possible. We can cancel orders that have not yet been dispatched and refund them to the original payment method. Orders that have been dispatched cannot be cancelled.

8. Contact

NIVVAAS
204, Elite Premio, Balewadi, Pune, Maharashtra 411045, India
Email: info@nivvaas.com · Phone / WhatsApp: +91 70830 51521