Refund Policy
This Refund Policy outlines the conditions under which refunds, replacements, or store credits may be granted. By placing an order with Nivalé, you agree to the terms described below.
1. Company Information
Nivalé is an international e-commerce store operated by Eprice Company Ltda (CNPJ: 46.257.488/0001-38), headquartered at R. Mistral, 332, Edif The Point 209A EMX, Despraiado, Cuiabá – MT, 78048-222, Brazil. We ship worldwide through trusted international logistics partners.
2. Satisfaction Guarantee
We stand behind every product we sell. If you are not satisfied with your purchase for any reason, you may contact our support team within 30 days of delivery to request a resolution.
Certain products in our store include an extended 60-day satisfaction guarantee, as indicated on their individual product pages. In those cases, the extended timeframe applies.
To initiate a request, please contact us at support@nivaleshop.com with your order number and a brief description of the issue.
3. Eligible Refund and Replacement Cases
Refunds or replacements are available in the following situations:
- You are not satisfied with your purchase (within the applicable guarantee period)
- The product arrives with a verified manufacturing defect
- The wrong item was delivered
- The product was damaged during transit
All claims must include a brief description of the issue. For defect or damage claims, clear photo or video evidence is required to support the review.
4. Claim Timeframe
- Standard products: claims must be submitted within 30 days of delivery
- Products with extended guarantee: claims must be submitted within 60 days of delivery, as stated on the product page
The delivery date is determined by the carrier's tracking confirmation. We recommend submitting your claim as soon as the issue is identified.
5. Resolution Options
Once a claim is reviewed and approved, Nivalé may offer one of the following solutions:
- Full refund to the original payment method
- Replacement shipment
- Partial refund
- Store credit
The resolution offered will depend on the nature of the issue and product availability. We aim to find the best outcome for each customer.
6. Return of Products
In most international cases, returning the product is not required due to logistical and customs constraints. If a return is requested by our team, we will provide clear instructions. Return shipping costs in those cases are covered by Nivalé.
Unapproved returns will not be accepted.
7. Refund Processing
Approved refunds are processed back to the original payment method used at checkout. Processing times vary depending on your payment provider or card issuer and may take several business days to reflect in your statement.
8. Chargebacks and Payment Disputes
We are committed to resolving all issues directly and promptly. Before opening a chargeback or dispute with your bank or payment provider, we ask that you contact our support team first — most cases are resolved within 48 hours.
9. Order Delays
Orders delayed due to customs inspections, carrier issues, incorrect address information, or force majeure events are not eligible for refunds on shipping grounds alone. International shipping timelines are estimates and not guaranteed. If your package appears lost, please contact us and we will open an investigation with the carrier.
10. Contact
For refund-related questions or claims, please contact our support team using the same email address used at checkout:
Customer Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT) Saturday, 9:00 AM – 5:00 PM (GMT) Sunday: Closed