Last update: 08/19/2026
We try our best to meet our customers expectations and our products quality and craftsmanship reflect our dedication to create beautiful things.
However, we do understand if, for some reason, you may wish to return some or all of the purchased products.
In this page you will find useful information about returning purchased products and how to do it properly. We'll try to keep it short and simple.
Who can return products
Although the current legislation stipulates the right of return only for individuals, on Naivia we accept returns without differentiating between individuals and legal entities. So, don't worry: the ordered products will be accepted for return, regardless if you bought as an individual or a company.
How much time do I have to return the products
Our return policy allows you to return the ordered products within 30 days from receiving it.
What products can be returned
You can return any products purchased from our store (excepting customised products and special ordered products).
What products can't be returned
You can't return customised and special ordered products
What are customised products
Customised products are the products that had an option (and you chose to use it) to personalize the product with a text, message, special request, etc.
What are special ordered products
Special ordered products were not in our current stock at the time of your order and were made specially for you, based on a special order.
What are the return requirements
In order for us to accept your return, the products must be delivered to us in the same condition that we delivered them to you, without any kind of damage (of course, excepting the case in which the products were delivered that way to you).
The returned products must be accompanied by the eventual accessories they were delivered with.
If the returned products were accompanied by eventual gifts, you must also return those gifts.
The return Procedure
To request a return, you can choose one of the following options:
1. From your customer account:
To request a product return, access your customer account, My Orders section. You will open the order containing the products (by pressing the Order details button) that you wish to return and navigate to the Merchandise return section on the same page. Here, you will need to check the products and quantity to be returned, provide a brief explanation for the return and press the Request return button. We will keep you updated of the next steps.
2. Direct contact:
Because we want it to be as easy as possible for you, you can also contact us directly to request a return. The easiest way to find us is on WhatsApp, but if you do not use this messaging service, you can write to us by email, Facebook Messenger or call us directly. This way we will establish all the details, and then you can send us the package.
How to send the package
We take extra care to make sure that our products get to you undamaged. Please make sure that you pack the returned products in such a way that they will not get damaged during transportation. We recommend that you use the original packaging of the product as it was designed to provide proper protection.
If we don't receive the products in good condition, we reserve the right to refuse the return and/or reimbursement.
Attention: The package must be sent without any form of repayment at the carrier. Any package sent with repayment at the carrier option will be refused. Also, you will have to pay the delivery fees for the return.
How do we return the money
We will reimburse you directly, only after we receive and inspect the package, in your chosen bank account (or other online payment method, according to the way you paid initially). Given the nature of the online purchase system we cannot make cash repayments. We will reimburse you in a maximum 14 days from the date that we receive the package, but usually much earlier. Most of the times, we will issue a refund shortly after receiving your package.