Returns & Refunds

We want you to receive the product you ordered in good condition. This policy explains how to request help with a return or refund and does not limit any consumer rights provided by applicable law.

Wrong, damaged, or defective item

Please report a wrong, damaged, or apparently defective item as soon as possible after delivery. Photos of the parcel, product, and packaging—and an unboxing video if available—help us assess the issue. Keep the item and packaging until your request is reviewed.

Change-of-mind returns

A change-of-mind return may be requested within 7 calendar days of delivery if the product is unopened, unused, sealed, and in its original packaging. Opened or used skincare and cosmetic products are not eligible for change-of-mind return. This does not affect remedies for a wrong, damaged, defective, or otherwise legally returnable product.

How to request a return

Start a request using the contact options on our Contact NAEMIVA page. Provide the product name, reason for the request, and clear photos where relevant. Please wait for return instructions before sending an item back.

Refunds

Once an approved return is received and assessed, we will confirm the outcome. Approved refunds are sent through the original payment route where available; provider processing times may vary. For an item sent incorrectly or confirmed damaged/defective, we will explain the return or replacement arrangement. Any shipping-cost treatment will follow applicable law and the circumstances of the case.