Returns & refunds

Last updated: 1 October 2026

If something is not right, we are here to help. Our 30-day change-of-mind policy is additional to your statutory consumer rights.

30-day returns

Tell us within 30 days of delivery if you would like to return an item. Under this additional policy, items must be unused, unwashed and complete with their original packaging and any tags. Once you have notified us, send them back within 14 days.

These conditions apply to our additional 30-day offer. They do not remove your legal right to inspect goods or your rights when goods are faulty.

How to start a return

1. Email contact@nivarela.com with your order number and the items you want to return. You do not have to give a reason when exercising your statutory cancellation right.
2. We will give you return instructions and the correct return address. Our registered office is not our returns warehouse.
3. Package the items securely and keep proof of posting. A tracked service is recommended.

Please contact us before sending a parcel so we can direct it correctly. You may exercise your statutory cancellation right by any clear statement; it does not depend on receiving a return authorisation from us.

Return postage

• Change of mind: you pay the direct return postage cost. Returns may go to a fulfilment partner outside the UK; ask us for the destination and a postage estimate before ordering if this would affect your decision. International postage may cost more than a UK return.
• Faulty, damaged or incorrect item: we cover reasonable return costs and provide instructions before you send it.

Your 14-day cancellation right

For most online purchases, you can cancel from placing the order until 14 days after receiving the goods, without giving a reason. If items from one order arrive separately, the period starts when the last item is received. Tell us you wish to cancel and return the goods within a further 14 days.

You may inspect an item as you would in a shop. We may reduce a refund for loss of value caused by handling beyond what is necessary to establish its nature, characteristics and functioning. Original packaging is not a condition of this statutory right.

A cancellation exception applies only where the law permits it—for example, genuinely sealed goods unsuitable for return for health or hygiene reasons after you break the seal. It does not automatically exclude all towels or bathroom products. Faulty-goods rights still apply.

Refunds

We refund to the original payment method, without a restocking fee. For a statutory cancellation, we refund within 14 days after receiving the returned goods or your evidence that you have sent them back, whichever happens first. If the whole order is cancelled, we also refund the standard outbound delivery charge; an optional premium delivery upgrade need not be refunded.

For our additional 30-day change-of-mind offer, the item price is refunded within 14 days of receiving the return; the original delivery charge is not refunded unless required by law. Your bank may take extra time to display the credit.

Faulty goods and incorrect orders

Goods must be of satisfactory quality, fit for purpose and as described. If they are not, contact us. UK consumers normally have a short-term right to reject faulty goods within 30 days, and may have rights to repair, replacement, a price reduction or a refund afterwards. Our 30-day change-of-mind limit does not limit these rights.

Changes, exchanges and cancellation before dispatch

Contact us promptly if you need to change an order. We will try to amend or stop it before dispatch. If it has already been dispatched, you can still exercise any applicable cancellation or return right. For a different colour or size, contact us to arrange the return and a new order.

Optional cancellation form

You may use this wording, but it is not compulsory:

To DATAVEX LABS LTD, Unit A3, Castle Road, Sittingbourne, England, ME10 3EW, United Kingdom, contact@nivarela.com:
I give notice that I cancel my contract for the following goods:
Order number / goods:
Ordered on / received on:
Name and address:
Date:
Signature (only if sent on paper):

Contact us

Email contact@nivarela.com or use our contact form. Please include your order number if your enquiry concerns a purchase.