Refund policy

Last updated: 17 October 2026

This policy applies to online purchases made by consumers from NIVYLO LTD. It does not affect your statutory rights.

Cancellations and change-of-mind returns

For most goods purchased online, you can cancel your order without giving a reason within 14 days after the day you receive your goods.

To cancel your order or request a return, email hello@nivylo.com with your order number and a clear statement that you wish to cancel. We will provide the return address and the necessary steps to return your items. Your statutory cancellation does not depend on our approval.

After notifying us of your cancellation, you must send the goods back within 14 days, unless we agree to collect them.

If your order has not yet been dispatched, contact us as soon as possible so we can arrange cancellation before shipping.

Condition of returned goods

You may inspect goods as you reasonably would in a shop. Please return all supplied accessories and components, and package the items securely. Use the original packaging where reasonably possible; it is not an absolute requirement for exercising your statutory rights.

Where legally permitted, we may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

Before returning electronic devices, back up your data and remove personal information, linked accounts, passwords and activation locks.

Return shipping costs

For change-of-mind returns, you are responsible for the direct return shipping costs. We do not charge a separate cancellation or restocking fee for statutory cancellations.

If goods are faulty, damaged on arrival, incorrect or not as described, we will arrange or cover reasonable return shipping costs. Please email us before paying for return postage so we can provide the appropriate instructions.

Faulty, damaged or incorrect goods

If there is a problem with your order, email hello@nivylo.com with your order number and a description of the issue. Photographs may help us resolve the problem.

For most goods, UK consumers have the right to reject faulty or otherwise non-conforming goods within 30 days of delivery and receive a refund. After this period, you may have rights to a repair, replacement, price reduction or refund, depending on the circumstances.

Your statutory rights are not lost simply because you did not report a fault immediately or no longer have the original packaging. Any manufacturer’s warranty is additional to these rights.

Exceptions to change-of-mind cancellation

Certain goods are excluded from the statutory cancellation right where the relevant legal conditions apply, including:

Goods made to your specifications or clearly personalised.
Sealed goods unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.
Sealed computer software, audio or video recordings that have been unsealed after delivery.

These exceptions do not affect your rights if goods are faulty or not as described.

Refunds

For eligible cancellations, we will refund the product price and any standard outbound delivery charge. If you chose express or premium delivery, we only have to refund the cost of our least expensive standard delivery option.

We will refund you without undue delay and no later than 14 days after receiving the returned goods or evidence that you have sent them back, whichever is earlier. Where we agree to collect the goods, or no goods were supplied, the applicable statutory refund deadline will apply.

Refunds will be made to your original payment method unless you expressly agree otherwise. We will not charge a refund fee. Your bank or payment provider may need additional time to display the funds.

Refunds for faulty or non-conforming goods will be processed within the applicable statutory deadlines.