Terms of service

Returns & Refunds

At Nivento, we want you to love what arrives. If something isn't right, here's exactly how we'll put it right.

Your right to cancel

If you've changed your mind, you have 14 days from the day you receive your order to let us know you'd like to cancel. Once you've told us, you have a further 14 days to send the items back.

To start a return, email us at info@nivento.uk with your order number and the items you'd like to return. We'll reply with return instructions and the address.

Condition of returned items

Items must come back unused, in their original packaging, with any seals intact.

For health and hygiene reasons, we cannot accept returns on cosmetics, skincare or fragrance once the seal has been broken or the product has been used — this is standard across the beauty industry and permitted under the Consumer Contracts Regulations 2013. Please inspect your order carefully before opening it.

This does not affect your rights if an item is faulty or not as described (see below).

Refunds

Once we receive and inspect your return, we'll issue your refund within 14 days to the original payment method.

We'll refund the full price of the item plus our standard delivery charge. If you chose an express or upgraded delivery option, we'll refund the standard rate only.

Depending on your bank, refunds can take a further 3–5 working days to appear on your statement.

Return postage

Unless an item is faulty, incorrect or damaged, you're responsible for the cost of returning it to us. We recommend using a tracked service — until your return reaches us, it remains your responsibility, and we can't refund items that don't arrive.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty or isn't what you ordered, email info@nivento.uk within 30 days of receiving it, including photographs where possible.

You have the right to a full refund within 30 days of receipt, or you can choose a replacement. We'll cover return postage in these cases. Your statutory rights under the Consumer Rights Act 2015 are not affected by anything in this policy.

Items we can't accept

• Products with broken hygiene seals or signs of use
• Items returned more than 28 days after delivery
• Sale or clearance items marked as final sale
• Gift cards

Exchanges

We don't process direct exchanges. If you'd like a different product, please return your original item for a refund and place a new order.

Delivery times

Please allow 5 - 10 working days for your order to arrive. If your order hasn't reached you within 10 days of dispatch, get in touch and we'll investigate straight away — a delayed order is not a lost one, and we'll always resolve it with you.

Contact

info@nivento.uk
71-75 Shelton Street, Covent Garden, London

We aim to answer every email within 24 hours / 1 working day.