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 14 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
You must ask for a return from your client account on our store. To do so, go to My account, My orders section. Open the order containing the products that you want to return (by pressing the Order details button), then scroll to the Merchandise return section. Here, you need to mark the products (and quantities) that you want to return, provide a short explanation for the return and finally press the Request a return button. You will be redirected to the Merchandise return section of your account, where you will be able to follow the return request status. Please, don't send your package until the request status is updated to Waiting for package (you will receive an email notification). Please print the Return form that will be available at this time in the request details page and include it in your 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 earlier.