Правила за възстановяване на суми
Returns, Exchanges and Refund Policy – Europe
Last updated: 10 August 2026
1. Scope
This policy applies to consumer orders delivered to European countries where Niluvaa offers shipping.
This policy does not restrict any mandatory consumer rights available under the laws of the customer’s country. Where local law provides greater protection, those legal rights will apply.
2. 30-Day Voluntary Return Policy
Niluvaa allows customers to request a return or exchange within 30 calendar days of receiving the order.
This 30-day return policy is an additional commercial benefit and does not replace the statutory rights described below.
3. EU and EEA Right of Withdrawal
Customers located in the European Union or European Economic Area generally have the right to withdraw from an online purchase, without providing a reason, within 14 calendar days of receiving the goods.
To exercise this right, the customer must send Niluvaa a clear withdrawal request before the 14-day period expires.
The request may be sent to:
After notifying Niluvaa, the customer must return the goods within 14 calendar days. The model withdrawal form at the end of this policy may be used, but it is not mandatory.
4. Return Conditions
For voluntary returns requested between 15 and 30 days after delivery, products must be:
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Unworn and unwashed
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Unaltered
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In good condition
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Returned with their original tags
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Returned with all accessories and included items
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Returned in the original packaging whenever reasonably possible
During the statutory 14-day withdrawal period, customers may inspect the product in the same way they would in a physical shop.
Niluvaa may reduce the refund if the product has lost value because it was handled beyond what was reasonably necessary to inspect its nature, characteristics and functionality.
These conditions do not limit the customer’s rights regarding defective, damaged or incorrectly supplied products.
5. Products That Cannot Be Returned
Unless the product is defective or local law requires otherwise, returns may not be accepted for:
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Personalised or made-to-order products
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Sealed goods that are unsuitable for return for health or hygiene reasons after the seal has been removed
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Products damaged through misuse, improper care or unauthorised alterations
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Products returned outside the applicable return period
6. Defective, Damaged or Incorrect Products
If a product arrives damaged, defective, incomplete or different from what was ordered, the customer should contact:
Please include the order number and, where possible, photographs showing the issue.
Niluvaa will cover the reasonable cost of returning defective, damaged or incorrectly supplied products.
Customers in the EU are also protected by a minimum two-year legal guarantee for products that are faulty or do not match their description. Depending on the circumstances and applicable law, the customer may be entitled to:
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A repair
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A replacement
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A price reduction
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A full or partial refund
These remedies will be provided without charge where required by law. National laws may provide longer or additional protections.
7. How to Request a Return or Exchange
To request a return or exchange, email:
Please include:
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Your full name
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Order number
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Product or products being returned
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Whether you are requesting a return or exchange
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The reason for the request, if applicable
Providing a reason is optional when exercising the statutory right of withdrawal.
Our customer support team will provide return instructions and, for eligible returns, a prepaid return label.
8. Return Shipping Costs
Eligible returns and exchanges under this policy are free of charge.
Niluvaa will provide a prepaid return label. Customers should use the return method and label provided by our support team.
Shipping products directly to another address without following the return instructions may delay the return or refund process.
9. Exchanges
Products may be exchanged within 30 calendar days of delivery, subject to the conditions in this policy.
Exchanges are subject to product and size availability. If the requested replacement is unavailable, Niluvaa may offer an alternative product or issue a refund.
10. Refunds
Once the return has been received and inspected, Niluvaa will notify the customer about the refund.
For customers exercising the statutory right of withdrawal:
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The refund will be processed within 14 calendar days after Niluvaa receives the withdrawal request.
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Niluvaa may withhold the refund until the returned goods are received or the customer provides proof that they were sent back, whichever occurs first.
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The original standard delivery cost will be refunded where required by law.
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Additional costs resulting from express or premium delivery options are not refundable unless required by law.
For voluntary returns made under the additional 30-day policy, the refund will normally be processed within 14 calendar days after the returned product is received and inspected.
Refunds will be issued to the original payment method. Niluvaa will not charge a refund processing fee. Banks and payment providers may require additional time to display the refund in the customer’s account.
For partial returns, the original delivery cost may not be refunded unless required by applicable law.
11. Return Responsibility
Customers must package returned products securely and include all relevant items.
When the prepaid return label supplied by Niluvaa is used, customers should retain the shipping receipt or tracking confirmation until the return has been completed.
12. Model Withdrawal Form
Complete and send this form only if you wish to withdraw from your purchase:
To: Niluvaa
Email: support@niluvaa.co
I hereby give notice that I wish to withdraw from my contract for the purchase of the following goods:
Product(s):
Order number:
Order date:
Delivery date:
Customer’s full name:
Customer’s address:
Date:
Signature: Only required if this form is submitted on paper.