Refund policy

Last updated: 17 August 2026

At Nivaya, we want you to love your jewellery. This policy explains your rights to cancel, return, and receive a refund on orders placed at nivaya.uk, operated by Unity Digital Group LLC. It reflects your statutory rights under the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

If you have any questions, contact us at hello@nivaya.uk.

1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason, without giving a reason, within 14 days of receiving your goods.

The cancellation period expires 14 days from the day you (or someone you nominate) receive the goods.
To cancel, simply notify us by email at hello@nivaya.uk with your order number before the 14-day period expires. You do not need to return the item before notifying us of cancellation, but you must then return it (see Section 3).
If your order contains multiple items delivered separately, the 14 days runs from receipt of the last item.

2. Additional Return Period

Once you have notified us of cancellation, you then have a further 14 days to send the goods back to us.

3. How to Return an Item

Email hello@nivaya.uk with your order number and the item(s) you wish to return.
We will confirm your return and provide instructions for sending the item(s) back.
Items must be returned in their original condition — unworn, unused, undamaged, and with all original packaging, tags, and protective seals intact.
You are responsible for the cost of returning the item to us, unless the item is faulty or not as described (see Section 6), or unless we have made an error.
We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit back to us.

4. Exceptions to the Right to Cancel

For hygiene and safety reasons, and in accordance with the Consumer Contracts Regulations 2013, the following items cannot be returned or refunded once the hygiene seal/packaging has been opened or removed, unless the item is faulty or not as described:

Earrings and other pierced/body jewellery.

This exception does not affect your right to cancel the order before the item is delivered, and it does not affect your rights if the item is faulty, damaged, or not as described.

5. Refunds

Once we receive and inspect your returned item, we will process your refund within 14 days.
Refunds are issued to the original payment method used at checkout, via Shopify Payments.
We will refund the price paid for the item(s). The original standard delivery cost is also refundable if you cancel your entire order; however, if you chose an upgraded/express delivery option, we will only refund the cost of our standard delivery option.
If the returned item shows signs of use, damage, or is missing original packaging (where not due to inspecting the item as you would in a shop), we may deduct an amount reflecting the reduction in value.

6. Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged in transit, or different from what you ordered, please contact us at hello@nivaya.uk within a reasonable time, including photos of the issue where possible. Depending on your circumstances and the timing of your claim, under the Consumer Rights Act 2015 you may be entitled to:

A repair or replacement, or
A full refund (typically if reported within 30 days of delivery), or
A price reduction or partial refund (if reported after 30 days, in certain circumstances).

We will not charge you for return postage where the item is faulty, damaged, or incorrect, and this does not fall under the hygiene exception in Section 4.

7. Exchanges

We do not currently offer direct exchanges. If you would like a different size, colour, or item, please return your original item for a refund (subject to this policy) and place a new order.

8. Non-UK Orders

This policy currently applies to orders shipped within the United Kingdom. If you are a business customer or purchasing outside the UK, different terms may apply — please contact us for details.

9. Contact Us

Unity Digital Group LLC (trading as Nivaya) hello@nivaya.uk Website: nivaya.uk