Refund policy
At Nyvya, customer satisfaction is important to us. However, because we sell beauty and personal care products, most items fall under non-returnable categories due to hygiene and safety reasons.
Non-Returnable Items (Majority of Products)
For safety and hygiene purposes, we do not accept returns or exchanges on most products including (but not limited to):
- Skincare products
- Face washes, serums, creams
- Makeup products
- Personal hygiene items
- Beauty tools that have been opened or used
✅ Reason: These products are used on the skin/body and once opened or used, they cannot be resold or reused by another customer, so returns are not allowed to maintain hygiene standards.
When Returns Are Accepted
Returns may only be accepted in rare cases such as:
✅ You received the wrong product
✅ Your product arrived damaged or leaking
✅ Your order is missing an item
Return Request Time Limit
If your order is eligible, you must contact us within 48 hours of delivery with:
- Order number
- Unboxing video (mandatory)
- Clear photos of the product & packaging
⚠️ Unboxing video is required to approve any return/replacement claim.
Replacement Policy
If your claim is approved, we will provide:
✅ a replacement, OR
✅ a store credit, depending on stock availability and the issue.
We do not provide returns for products due to change of mind or personal preference (such as fragrance, texture, results, shade mismatch, etc.).
Refunds
If a refund is approved (only for eligible cases), it will be processed back to your original payment method within 5–7 business days after verification.
Contact Us
For any return or issue, contact us at:
📩 Email: support@nyvya.com