Refund policy
RETURNS & REFUNDS
Overview
We want you to love your order. If something isn't quite right, we're happy to help. Below you'll find everything you need to know about returning an item, along with the conditions that apply.
This policy sits alongside, and does not limit, any mandatory consumer protection rights you have under the laws of your country of residence.
Return window
You have 30 days from the date you receive your order to request a return.
If you contact us after this window has closed, we're unable to offer a return or refund under this policy, though this does not affect any statutory rights you may still have.
Eligibility for returns
To be eligible for a return, items generally need to be:
- Unused and unworn
- In their original condition
- With all original tags attached, where applicable
- In their original packaging, where reasonably possible
- Free from signs of washing, damage, stains, perfume, makeup, pet hair or other use
- Complete, including any accessories that came with the item
Items that can't be returned
We're unable to accept returns on:
- Items that have been worn, washed, altered, damaged or used
- Items damaged as a result of improper care
- Personalised or made-to-order items, where applicable
- Gift cards
These exclusions do not override any mandatory consumer rights that apply to you.
How to request a return
- Email us at hello@bynive.com with your order number and the item you'd like to return.
- Let us know the reason for your return.
- We'll reply with your return instructions. Please wait for these before sending anything back to us.
- Return the item following the instructions provided.
Return shipping
If you're returning an item because you've changed your mind, or for a preference such as size, colour or style, you're generally responsible for the cost of return shipping, unless we tell you otherwise.
If your item arrived defective, damaged, incorrect or materially different from how it was described, we'll cover reasonable return shipping costs.
As always, applicable consumer laws take precedence over the above where they apply to you.
Refunds
Once your return arrives, we'll inspect it before approving your refund. Approved refunds are issued to your original payment method.
Refund processing times can vary depending on your bank or payment provider, so please allow a little time for the funds to appear in your account after we've processed things on our end. We'll send you a confirmation email once your refund has been issued.
Partial refunds
Where permitted by law, we may issue a partial refund if a returned item shows signs of handling beyond what's reasonably needed to check its nature, features and how it works, for example visible wear, marks or a missing tag.
Damaged packaging
Please note that damage to the outer shipping packaging alone doesn't automatically make an item eligible for return if the item itself has arrived undamaged and in full working condition.
Faulty, damaged or incorrect items
If you receive the wrong item, your order arrives damaged, or you notice a manufacturing fault, please contact us promptly at hello@bynive.com with your order number and, where possible, a photo. This helps us assess the issue quickly and put things right.
Exchanges
We don't currently offer direct exchanges. If you'd like a different size or colour, the simplest route is to return your original item for a refund and place a new order for what you'd like instead. This is usually the fastest way for you to get the right piece.
Lost return packages
If you're responsible for arranging your own return shipping, we recommend using a trackable service and keeping your proof of postage until your return has been received and processed. We're unable to issue a refund for a return that doesn't reach us and can't be tracked.
International returns
If you're returning an item from outside our primary market, you may be responsible for return shipping costs and any customs or import-related charges associated with sending the item back to us, subject to applicable law. International returns can also take longer to reach us, so please allow extra time.
Your consumer rights
Nothing in this policy limits or excludes any mandatory rights you have under the consumer protection laws that apply to you in your country of residence. Where this policy and your statutory rights differ, your statutory rights take precedence.
Need help?
If you need help with a return, please contact us or email hello@bynive.com, including your order number where possible so we can help you more quickly.