Returns & Exchanges Policy
This policy outlines the conditions under which returns and exchanges are accepted. 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.
2. When Returns Are Accepted
We accept return and exchange requests in the following situations:
- You are not satisfied with your purchase (within the applicable guarantee period)
- The product has a verified manufacturing defect
- You received the wrong item (incorrect product or variant)
- The product arrived visibly damaged due to shipping
All requests must be submitted within 30 days of delivery. For products with an extended 60-day satisfaction guarantee, as indicated on their individual product pages, the extended timeframe applies.
3. How to Request a Return or Exchange
Step 1 — Email support@nivaleshop.com with your order number, a brief description of the issue, and clear photos or video of the product when applicable.
Step 2 — Our team will review your request within 3 to 5 business days and confirm whether it has been approved.
Step 3 — If approved, you will receive instructions on next steps. In many cases, especially for defects or low-value items, we will send a replacement or process a refund without requiring the product to be returned.
Step 4 — If a physical return is required, you will receive detailed return instructions from our team. Unapproved returns will not be accepted.
4. Exchanges
If you would like to exchange an item for a different size, color, or model, please contact us within 30 days of delivery. Exchanges are subject to product availability. If the desired replacement is unavailable, a store credit or full refund will be offered.
5. Who Covers Return Shipping
If a return is required and it is the result of our error — wrong item sent, manufacturing defect, or transit damage — Nivalé will cover the return shipping cost or provide a prepaid return label.
For all other approved return requests, return shipping costs are the responsibility of the customer unless otherwise agreed with our support team.
6. Items That Cannot Be Returned
- Items for which a return request was submitted more than 30 days after delivery (or 60 days for products with extended guarantee)
- Items showing signs of physical damage caused by the customer
- Items with missing original packaging when packaging is required for resale
- Items marked as final sale at the time of purchase
7. Contact
For return or exchange requests, 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