Last updated: July 16, 2025
At Nivaape, we take pride in the craftsmanship and quality of every handcrafted solid wood furniture piece we offer. Your satisfaction is our top priority. If for any reason the product you receive does not meet your expectations, we provide a clear and fair return and refund policy to support you. Please read this policy carefully to understand the process for all orders shipped to the United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, and Portugal.
Policy Overview
| Category | Detail |
|---|---|
| Return Period | 30 days from the date you receive the product. |
| Returns due to Nivaape’s fault | Free ($0). Applicable when the product is damaged, defective, or incorrectly delivered. A prepaid return label will be provided. |
| Returns on Customer Request | Customer pays for return shipping costs (change of mind, no longer needed). |
| Refund Processing | Processed within 7 business days via the original payment method. |
| Re-Import Fee | None ($0). |
| Applicable Market | Applies to orders in the United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, and Portugal. |
1. General Conditions for Returns
To ensure fairness and quality control, returns for handcrafted solid wood furniture are accepted under the following conditions:
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Return Period: A return request must be submitted within 30 days from the date you receive the furniture.
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Condition of Product: The item must remain in its original condition, meaning it has not been used, assembled, or altered in any way. Furniture that shows signs of use—such as scratches, dents, stains, or modifications—will not be eligible for return.
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Packaging Requirements: All furniture must be returned with its original packaging, including foam inserts, protective materials, screws, tools, instruction manuals, and any included accessories. If the original packaging is no longer available, the customer must arrange secure packaging at their own cost to ensure safe transport.
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Proof of Purchase: An invoice, order confirmation, or order number must be provided to validate the return.
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Assembly Status: Products that have been fully assembled or mounted are generally not eligible for return, unless the return is due to a manufacturing defect or shipping damage verified by Nivaape.
These conditions apply equally across all supported markets: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, and Portugal.
2. Return Procedures by Case
A. Returns Due to Nivaape’s Fault
We take full responsibility in the following situations:
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Damage in Transit: The furniture arrives scratched, dented, cracked, or otherwise damaged during shipping.
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Manufacturing Defect: The furniture shows technical faults, such as joints not aligning, missing structural parts, drawers not sliding properly, or stability issues caused by construction errors.
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Incorrect Item Delivered: The item received does not match your order (wrong size, color, or model).
Costs and Solutions:
In these cases, the return is completely free of charge. Nivaape will provide a prepaid return shipping label and arrange for carrier pickup when possible.
Customers may choose between:
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Receiving a replacement product (subject to stock availability).
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A full refund, including the original shipping fee paid at checkout.
This policy applies to all 10 countries we ship to, though minor variations in carrier services may occur depending on the destination.
B. General Returns (Change of Mind)
We understand that preferences may change, or that furniture may not fit perfectly into your space. For such cases:
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Eligibility: The product must be returned within 30 days of delivery, unused, unassembled, and in original packaging.
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Shipping Costs: Customers are responsible for all return shipping fees in cases of change of mind. These costs vary by region and will not be refunded. We strongly recommend using a tracked and insured shipping service to ensure the furniture arrives safely at our returns facility.
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Condition Verification: Once the returned item arrives at our warehouse, our team will inspect it for any damage or missing components. Only products that pass this inspection will qualify for a refund.
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Refund Amount: For change-of-mind returns, the refund will cover the product value only and will exclude the original shipping fee charged at checkout.
3. Non-Returnable Items
To maintain quality standards and ensure customer fairness, certain items cannot be returned unless they arrive defective or damaged:
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Gift Cards – Digital or physical gift cards are not eligible for return or refund.
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Final Sale / Clearance Items – Discounted or clearance products are sold “as is” and cannot be returned unless proven defective.
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Assembled or Used Furniture – Any item that has been fully assembled, mounted, altered, or used will not be eligible for return.
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Custom or Made-to-Order Furniture – Items produced to specific customer requirements (custom sizes, finishes, or engravings) cannot be returned unless damaged or defective on arrival.
These restrictions apply to all customers across the United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, and Portugal.
4. Return Process
To ensure a smooth return process, please follow the steps below:
Step 1: Request a Return
Contact us at [email protected] within 30 days of receiving your order. In your request, include:
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Your order number.
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The reason for the return.
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For defective or damaged products, attach clear photos or videos showing the issue with both the product and packaging.
Step 2: Receive Instructions
Our support team will review your request within 1–2 business days and reply with detailed return instructions. If the return is our responsibility (defect, shipping damage, incorrect delivery), we will also provide a prepaid return shipping label.
Step 3: Pack & Return
Repack the furniture carefully. We strongly recommend using the original packaging (including foam inserts and protective materials). If the original box is unavailable, please use sturdy, shock-resistant packaging to avoid damage in transit. Ship the product to: Nivaape – Returns Department Address: 10982 Nora Rd, Abilene, TX 79601
5. Refund Processing
Processing Time: Refunds are initiated within 7 business days after the returned furniture is received and inspected at our warehouse.
Refund Method: All refunds are issued in USD and returned to your original payment method (credit card, PayPal, etc.). Store credit is only issued if specifically requested by the customer.
Notification: A confirmation email will be sent once the refund is processed.
Bank Processing Time: After we process the refund, your bank or card provider may take an additional 7 business days to release the funds into your account. Processing time varies by financial institution and country, but Nivaape always ensures refunds are released on our side within the 7-day window.
6. Restocking Fee
Nivaape guarantees that no restocking fees are charged on returned furniture. The full eligible refund amount will be issued once the product passes inspection.
7. Order Processing & Shipping Times
Processing Time: Orders are prepared within 1–2 business days (Monday through Friday, excluding public holidays).
Transit Time by Region:
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United States: 5–6 business days
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Europe & United Kingdom (France, Germany, Spain, Italy, Belgium, Portugal): 6–8 business days
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Canada & Australia: 7–10 business days
Order Cut-Off Time: Orders placed before 2:00 PM (CST) will begin processing the same business day. Orders placed after this time will begin processing the next business day.
For additional details on delivery schedules, please refer to our Shipping Policy.
8. Contact Us
For returns, refunds, or questions, please contact:
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Address: 10982 Nora Rd, Abilene, TX 79601
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Email: [email protected]
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Form: Contact Us
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Support Hours: Mon–Sun: 8:00 AM-5:00 PM CST
Our customer service team responds within 24 business hours.
