Return & Refund Policy

Our Return Window

You may request a return within 30 calendar days after your order is delivered. We aim to make the process clear and reasonable, while preserving any longer period or additional remedy required by applicable consumer law.

How to Start a Return

Email service@nirvono.com with your order number, the item concerned, and the reason for your request. For damaged, defective, or incorrect goods, please include photos that help describe the issue, if available. We will review the request and provide instructions, including an authorized return address if a physical return is required. Do not mail a parcel to our registered company address unless we specifically instruct you to do so.

Item Condition and Exceptions

For a change-of-mind return, items should be in a condition reasonably consistent with inspection and should include relevant accessories and packaging where available. Certain goods may be subject to lawful exclusions based on hygiene, customization, perishability, or other legally recognized reasons, where adequately disclosed. A condition requirement or exclusion will not override a mandatory right to a remedy for defective or misdescribed goods.

Return Shipping Costs

For an eligible change-of-mind return, the customer normally pays the return shipping charge unless local law or a specific offer provides otherwise. If we supplied a damaged, defective, or incorrect item, we will cover reasonable applicable return shipping costs or arrange another lawful remedy. We will explain the appropriate method before you send the item.

Inspection and Refund Decision

After receiving any item that needs to be returned, we may inspect it to verify the reason and eligibility. We will communicate the result of our review and any next steps. We do not charge a restocking fee. Any lawful deductions, where permitted and relevant, will be explained rather than applied automatically.

When and How Refunds Are Made

Once a refund is approved, we aim to initiate it within 10 business days, or earlier if applicable law requires. Refunds are generally returned to the original payment method unless a different method is legally required or agreed. Your bank or payment provider may need additional time to post the funds; initiation and arrival in your account are not the same event.

Exchanges

If you would prefer a replacement or exchange, contact us with the order details. Availability and the circumstances of your request determine whether an exchange can be arranged. Legal rights to a remedy for defective or nonconforming products remain unaffected.

Cancellations

You may request cancellation before dispatch by contacting support promptly. We will do our best to process the request, but an order already in fulfillment or transit may need to follow the return procedure instead. Any mandatory cancellation rights under applicable law continue to apply.

Undelivered or Incorrect Orders

If your parcel is lost, is not delivered as required, or contains the wrong goods, let us know so we can investigate and offer a suitable remedy. This policy does not limit statutory rights based on non-delivery or nonconforming goods.

Return Assistance

Use the contact details below to begin a request or ask about an existing return. Return authorizations and receiving locations are provided through support and may be different from the registered business address.

Business and Contact Information

Operating Company: Shenzhen Taoju Technology Co., Ltd.
Unified Social Credit Code (USCC): 91440300MAK5D2K52E
Company Address: Room 1002, Building 2, Huanggang Business Center, No. 2028 Jintian Road, Fushan Community, Futian Street, Futian District, Shenzhen
Support Email: service@nirvono.com
Contact Phone: +86 14576328452
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)