Return & Refund Policy

At Nivitaly, we take pride in delivering premium extra virgin olive oil and authentic Italian delicacies with the highest standards of quality and care. Your satisfaction is important to us, and this policy explains how returns and refunds are handled.

1. Eligibility for Returns

Due to the nature of food products, returns are accepted only under specific conditions.

You may request a return or replacement if:

• The product received is damaged, leaking, or broken at the time of delivery
• The product delivered is incorrect (wrong item or quantity)
• The product has a manufacturing defect or quality issue confirmed by our team

❌ We do not accept returns for:

• Used food products
• Products damaged due to improper storage after delivery
• Change of mind or personal taste preferences
• Items purchased during promotions or special offers (unless damaged or incorrect)

2. Return Request Timeframe

• All return or replacement requests must be raised within 48 hours of delivery
• Requests submitted after this period may not be eligible

To request a return, please contact us with:

• Order number
• Clear photos or videos showing the issue
• A brief explanation of the concern

📩 Email: info@nivitaly.com

3. Inspection & Approval

Once your request is received:

• Our quality team will review the details provided
• Additional information may be requested if needed
• If approved, we will offer one of the following:
• Replacement of the product
• Store credit
• Refund (where applicable)

4. Refund Method & Processing Time

• Approved refunds are processed using the original payment method
• Refund processing time: 7–14 business days, depending on the payment provider
• Shipping charges (if any) are non-refundable, unless the issue was caused by us

5. Replacement Policy

If a replacement is approved:

• The replacement item will be dispatched at no additional cost
• Delivery timelines may vary depending on product availability and location within the UAE

6. Cancellations

• Orders can be cancelled before dispatch only
• Once an order has been shipped, it cannot be cancelled
• To request cancellation, contact us immediately after placing the order

7. Product Quality & Storage Disclaimer

Our products are carefully sourced and packed under strict quality controls.
Once delivered, proper storage is the customer’s responsibility, especially for olive oil and gourmet food items sensitive to heat, light, and handling.

8. Contact Information

For any questions regarding returns, refunds, or cancellations, please contact:

Nivitaly Food Trading Company LTD
📍 KIZAD Industrial Zone, Abu Dhabi, UAE
📩 Email: info@nivitaly.com
🌐 Website: https://www.nivitaly.com/