Return & Refund Policy
This policy explains how a Nivt customer can request a mailed return, exchange an eligible item, receive a return label, and track the resulting refund. Returns are accepted for defective and non-defective products. Exchanges are accepted when the requested Nivt replacement is available.
RETURN WINDOW
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. The request date is the date the customer first contacts info@nivt.shop with enough order information for us to identify the purchase.
Customers are encouraged to compare the delivered product title, SKU, capacity, finish color, lid format, and included pieces with the order confirmation soon after delivery. A prompt review makes it easier to distinguish transit damage, an incorrect item, a missing component, and an ordinary change-of-mind request.
RETURN CONDITION & ELIGIBILITY
Product condition accepted for return: new only. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
For an eligible non-defective drinkware return, the cup and all supplied lid, straw, or care components must remain unused and complete. Please avoid filling, washing, altering, engraving, or otherwise putting the product into service while deciding whether it meets the listing selected. This unused-condition standard does not remove remedies available for a product that arrived defective, damaged, incomplete, or incorrect.
A return can be declined when the item is outside the stated window, shows customer-caused damage or use, is missing material supplied components, or cannot be connected to a Nivt purchase. Mandatory consumer rights continue to apply where the law does not permit an exclusion.
RETURN PROCESS & RETURN ADDRESS
To start a return, contact us at info@nivt.shop. You may use this email link. Include the order number, checkout email, product title, and whether the request concerns a defect, delivery damage, incorrect item, missing component, exchange, or non-defective return. Our team reviews the request before any parcel is mailed.
Photographs can help document visible transit damage, an incorrect model, or a missing component. When relevant, a customer may send clear views of the item, included pieces, carton, and shipping label. This evidence assists review and is not imposed as an undisclosed requirement for every return.
If the request is approved, we will email you a pre-paid return shipping label in a downloadable and printable format, together with packing and mailing instructions. Return label method: Customer download/print. No return label is included in the original delivery package. Items sent back to us without first requesting a return will not be accepted. This prevents an unidentified parcel from becoming separated from the correct order record.
Return method: by mail. The approved parcel should be addressed to: 117 OAK, LLC, 6615 Glencoe Dr, Temple Terrace, FL 33617, United States. Use the instructions supplied with the label rather than replacing the address or carrier service independently.
Where practical, place the dry, unused cup and each supplied lid or straw component back in its original protective arrangement. Use sufficient cushioning to prevent movement, close the carton securely, remove unrelated labels, and attach the emailed label to a flat exterior surface. Retain the carrier receipt or first acceptance scan until the case is resolved.
RETURN SHIPPING FEES
For all accepted returns, including approved defective and eligible non-defective products, the return shipping cost is covered by us. The customer is not charged for the approved pre-paid label. A customer who chooses an unauthorized carrier or mails a parcel before receiving instructions should contact us, because reimbursement for an independently purchased service is not automatic.
RESTOCKING FEE
Restocking Fee: No restocking fee will be charged to the consumers for the return of a product.
EXCHANGES & ORDER CANCELLATION
An exchange follows the same request, approval, and mailed-return sequence. Identify the requested replacement by product title, capacity, color, or SKU. If that replacement is unavailable when the returned item passes inspection, the customer may choose another available eligible item or receive an approved refund to the original payment method.
A cancellation request should be sent before processing or carrier handoff. We will check the current order status, but dispatch cannot always be stopped after fulfillment has begun. If cancellation is no longer possible, the customer may use the return process after delivery.
REFUND TIMEFRAME
Returned parcels are matched to the approved request and inspected for product identity, included components, and applicable condition. We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 days.
The ten-day period describes our processing after receipt, inspection, and approval. A bank, card issuer, or Shopify Payments may require additional time to post the credit after it has been submitted. If more than 15 business days have passed since Nivt confirmed approval, contact us so we can check the transaction record.
RETURN SUPPORT
Email info@nivt.shop or call +1 (716) 738-0378. Support hours are Monday-Friday: 9:00 AM - 5:00 PM (GMT-08:00) Pacific Standard Time (Los Angeles). Please keep the order number in the message thread so approvals, label delivery, carrier scans, inspection, and refund status remain connected to one case.