Returns & Disputes
How we handle issues
When You Can Raise a Dispute
Buyers may raise a dispute if:
- The item is not as described
- The item is damaged
- The item was not received
Returns are NOT accepted for change of mind or incorrect sizing.
Dispute Timeline
Disputes must be raised within 48 hours of delivery. For undelivered items, disputes may be raised once the estimated delivery window has passed.
Evidence Required
To support your dispute, you must provide:
- Clear photos of the issue
- Videos if applicable
- A written explanation of the problem
Seller Response
Sellers may be asked to provide tracking information or pre-shipment evidence to support their case.
Fund Protection
Payment remains securely held by Nivaii during the investigation. Funds will only be released once a decision is made.
Our Decision
Nivaii reviews all evidence and communication. Our decision is final. Outcomes include:
- Refund to buyer (return may be required)
- Release of funds to seller
Returns Process
If a return is required, the buyer must use tracked postage and provide proof of return shipping.
Dispute Closure
Disputes close when:
- A final decision is reached
- Required evidence is not provided within the timeframe
- A mutual agreement is made between buyer and seller
