Return eligibility & request

Eligible products may be returned within 30 calendar days after confirmed delivery. Before sending an item back, email service@nivorquel.com with your order number, the product you wish to return, and the reason for the return. We will review the request and explain the next steps and any applicable return-shipping arrangements.

Please wait for return authorization and instructions before shipping. Do not send merchandise to the company registration address.

Damaged, defective, incorrect, or incomplete items

Contact us as soon as reasonably possible if an item arrives damaged, defective, incorrect, incomplete, or materially different from its product description. Where reasonably possible, reporting within 7 days after delivery helps us document the issue promptly.

Refund timing

After an approved return is received, we generally aim to complete inspection within 5 business days. Approved refunds are generally submitted to the original payment method within 5–10 business days after the returned product has been received, inspected, and approved. Your payment provider may require additional time to post the credit.

Cancellations & order changes

Contact us as soon as possible and preferably within 12 hours after purchase. We will review later requests if fulfillment has not begun, but a change cannot be guaranteed once processing, fulfillment, shipment preparation, or dispatch has started. No cancellation fee is charged for an order successfully canceled before fulfillment. Applicable legal rights remain unaffected.