Refund, Return, Replacement, Cancellation, and Delay Compensation Policy

30 Day Return & Exchange Policy

You are free to initiate a return within 30 days of receipt whenever you are not satisfied with the product, but we will charge 20% of the order value as a restocking fee.

To start a return, refund, replacement, cancellation, or delay compensation, please send an email to wecare@nitorva.com.

To be eligible for a return, all returned items must be in brand-new condition, uninstalled, unused, with no pieces missing, and with original tags and packaging. You’ll also need the receipt or proof of purchase. In case of item return, please send back the parcel within 30 days.

For cancellations, you are entitled to initiate a cancellation within 3 days from the order confirmation day. For more details, please scroll down to the section on CANCELLATION.

In case of damage in transit, please make sure to take a picture of the product with the original package, a picture of the whole product, and a picture of the damaged part.

Whether the request is rejected or approved, we will respond by email. In case you are not satisfied with the result, feel free to respond to the email, and our client concierge team will follow up accordingly.

Item missing or damaged shall be reported within 48 hours of receiving the product. For reports beyond that, Nitorva is not liable for compensation or replacement and reserves all rights for the final explanation.

You can always contact us for any return questions at wecare@nitorva.com or simply visit www.nitorva.com and contact us through chat.

Damages in Transit

If an item arrives and the packaging or the item itself is clearly and significantly damaged, please take photos or videos showing the damage. In case of product defect or damage, we will work collaboratively with you to guarantee functional use of the product.

Options include:

Suggesting a self-repair (with compensation offered to you).
Arranging a repair by a local electrician or tradesperson in your area (with compensation offered to you).
Offering a partial or full store credit voucher.
Replacing the product (subject to availability).

To qualify for a defective return, one of the following must apply:

The item has a defect, is faulty, or malfunctions.
The incorrect item was received.
Missing part(s).
Damaged upon delivery.

We recommend you check the items within 48 hours of receipt and report any issues to our customer service as soon as possible. Please provide the following:

A copy of your original order confirmation.
Confirmation of the item number & quantity of defective item(s).
Photographs or videos clearly showing the defect(s).

To expedite the process, please provide pictures of the shipping label, package, product, and damaged part. Depending on the situation, we will offer refunds, exchanges, or replacements according to your preference within 30 days of receipt.

After 30 days, Nitorva will make every attempt to rectify the issue, but manufacturer defects found after 30 days of receipt will be directed to the manufacturer’s warranty.

In case of replacement, Nitorva will not be able to provide a disposal service for the damaged/defective item due to logistical constraints.

Policy Exceptions / Non-returnable Items

Non-returnable items excluded from all change-of-mind returns include the following scenarios:

Minor damages: For minor damages (e.g., a scratch smaller than 2cm) that do not affect the functional use of the lighting product, Nitorva will not cover return or exchange costs.
Fragile items: Certain products made of delicate materials, such as glass or crystal, may carry minor scratches (damage diameter smaller than 2cm) which are not considered product defects if they do not affect functionality
Final Sale Products: All items marked as "Final Sale" or "Clearance" are not eligible for return, exchange, or refund.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Nitorva carefully checks each item before shipping. In case of damage due to delivery, we will offer a one-time replacement for free.

Cancellation or Order Amendment

You can cancel or amend your order within 3 days after order confirmation (counting from the order confirmation day). We will charge 10% of the item value or order value (depending on the items affected) as a cancellation fee.

If a cancellation is requested after 3 days or if the product has already been dispatched, the cancellation fee will depend on the processing cost.

Standard cancellation policies do not apply to products described as "clearance", "final sale", or "made-to-order." Once the order is confirmed, we will send the manufacturing requirements to the factory immediately, making it irreversible.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund has been approved. If approved, you’ll be automatically refunded to your original payment method within 30 days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

Shipping Delay Compensation

While 88% of orders are delivered within the committed lead time, we strive to go beyond just an apology for any inconvenience. If your order is not delivered within the committed time, please fill out the delay compensation form. Nitorva will offer 10% of your order value in the form of a shopping voucher.

In case of customization, manufacturing time will be added to the standard shipping lead time.
For multiple parcels, shipping fulfillment time counts from the first delivery.
Compensation requests can only be made after receiving the items.

Due to currency exchange and discount code format, the voucher value will approximately equal 10% of the order value.

This policy is designed to ensure transparency and customer satisfaction while maintaining operational efficiency. For any additional questions, contact us at wecare@nitorva.com.