Returns & Refunds
Last updated: September 2026
Nivarela is a trading name of Datavex Labs Ltd, a company registered in England and Wales (company number 17036825) with its registered office at Unit A3, Castle Road, Sittingbourne, England, ME10 3EW. This policy explains how to change your mind about an order, how to return an item, and how we handle refunds. Nothing written here reduces the rights you have under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.
Your 30-Day Return Window
You may return anything you buy from us within 30 days of the day your order is delivered. That is longer than the 14-day cancellation period the law requires, and we extend it because a product bought for the cold months is sometimes only tested once the weather turns. You do not need to give us a reason. Simply write to us at contact@nivarela.com within those 30 days, quoting your order number, and we will reply with the return address and instructions. Once you have told us you wish to return an item, you then have a further 14 days to send it back to us.
Condition of Returned Items
You are welcome to unpack an item and examine it in the way you reasonably would in a shop. Please keep the original packaging and any accessories, manuals or filters supplied with it, and repack the item securely for its journey back. If an item is returned showing damage or wear beyond that reasonable handling, we may reduce your refund to reflect the loss in value. Items that arrive back damaged because they were not packed adequately fall into the same category.
Who Pays for the Return
When you return an item because you have changed your mind, the cost of sending it back is yours to cover. We recommend a tracked service, as the item remains your responsibility until it reaches us and we cannot refund a parcel that never arrives. Where an item is faulty, damaged in transit, or not what was described, the position is reversed entirely: we pay the return postage and you are never out of pocket for our mistake.
Faulty or Incorrect Items
If something arrives broken, stops working as it should, or simply is not the item you ordered, tell us as soon as you notice and send a photograph if the problem is visible. Within the first 30 days you are entitled to a full refund. After that, and for up to six months from delivery, we will repair or replace the item, and if that is not possible we will refund you. These rights sit alongside the 30-day return window described above rather than replacing it.
How Refunds Are Issued
Refunds are issued to the payment method used for the original order, within 14 days of us receiving the returned item, or within 14 days of you providing proof that it has been sent back, whichever happens first. We refund the price you paid for the goods together with the standard outbound delivery charge. If you chose a faster or upgraded delivery service, we refund the standard rate rather than the premium. Where only part of an order is returned, any delivery charge is refunded proportionately. Once we have sent the refund, your bank or card provider may take a few further working days to show it on your statement.
Items We Cannot Take Back
A small number of items fall outside the cancellation right. These are goods made or personalised to your specification, and sealed goods that are not suitable for return once opened for reasons of health protection or hygiene. Where this applies to a product, it is stated clearly on the product page before you buy. Everything else in our range can be returned under this policy.
Exchanges
We do not process direct swaps. If you would prefer a different item, return the original for a refund under this policy and place a new order for the one you want. This is quicker than an exchange in practice, and it means you are never waiting on one parcel to arrive before the next is dispatched.
Cancelling Before Dispatch
If you change your mind before your order has left us, email us straight away and we will cancel it and refund you in full, with no return to arrange. Once an order has been dispatched it needs to be handled as a return.
Getting in Touch
Every return begins with an email to contact@nivarela.com. We aim to reply within 72 hours on working days. Please wait for our response before sending anything back, so that your parcel reaches the correct address and can be matched to your order.