Refund policy
REFUND & RETURNS POLICY
Last updated: 1 September 2026
We want you to be happy with your Nivox order. This policy sets out your
legal rights and the additional guarantee we offer on top of them. Nothing in
this policy affects your statutory rights.
YOUR RIGHT TO CANCEL (14 DAYS)
If you are a consumer in the United Kingdom, under the Consumer Contracts
(Information, Cancellation and Additional Charges) Regulations 2013 you have
the right to cancel your order within 14 days without giving any reason.
The cancellation period ends 14 days after the day on which you, or someone
you nominate, receives the goods. If your order arrives in more than one
parcel, the period ends 14 days after you receive the last item.
To cancel, simply tell us clearly before the 14 days are up. Email us at
info@nivoxshop.com with your order number. You may use the model cancellation
form at the end of this policy, but you are not required to.
OUR 30-DAY MONEY-BACK GUARANTEE
In addition to your legal rights above, we offer a 30-day money-back
guarantee. If you are not happy with your purchase for any reason, contact us
within 30 days of receiving it and we will refund you in full.
This guarantee is offered voluntarily and is more generous than the law
requires. It does not replace or limit your statutory rights.
YOU DO NOT NEED TO SEND THE ITEM BACK
In most cases we will not ask you to return the item. Sending a small parcel
back internationally often costs more than the product itself, and we would
rather not put you through that.
Once your refund is approved, the item is yours to keep, pass on or dispose
of as you wish. We will tell you clearly if a return is needed in your
particular case, and if we do ask for one we will explain how.
FAULTY, DAMAGED OR INCORRECT ITEMS
Under the Consumer Rights Act 2015, goods must be of satisfactory quality,
fit for purpose and as described.
If your item arrives faulty, damaged or is not what you ordered, contact us
at info@nivoxshop.com within 30 days of delivery and you have the right to
reject it and receive a full refund. Photographs of the problem help us
resolve it quickly, but we will not unreasonably withhold a remedy if you
cannot provide them.
After 30 days you remain entitled to a repair or replacement, and to a refund
if a repair or replacement is not possible, in line with your statutory
rights.
ORDERS THAT HAVE NOT ARRIVED
Until your order is physically in your hands, it is our responsibility.
If your order has not arrived within the estimated delivery window, contact us
at info@nivoxshop.com and we will investigate. If your parcel is lost or
never arrives, you are entitled to a replacement or a full refund at no cost
to you.
SHIPPING PROTECTION (£2.49)
Shipping Protection is an optional extra you can add at checkout.
What is covered for everyone, with or without it:
Until your order reaches your hands, it is our responsibility. If your parcel
is lost, damaged in transit, or never arrives, you are entitled to a
replacement or a full refund at no cost to you. This is your legal right
under the Consumer Rights Act 2015. You do not need Shipping Protection to
claim it, and not adding it takes nothing away from you.
What Shipping Protection adds:
Once your parcel has been delivered, responsibility for it passes to you.
Shipping Protection extends our cover past that point. If you added it, we
will replace your order free of charge where, within 14 days of delivery:
- your parcel is stolen after delivery, including from a doorstep, porch,
safe place, communal hallway or reception;
- the carrier has recorded your parcel as delivered but you never received
it;
- the contents are damaged after delivery through no fault of your own.
Shipping Protection also gives you priority replacement. We will send a
replacement straight away rather than waiting for the carrier's investigation
to finish.
How to claim:
Email info@nivoxshop.com within 14 days of the delivery date with your order
number and a short description of what happened. We may ask for photographs,
or for a crime reference number where a parcel has been stolen.
What it does not cover:
Shipping Protection does not cover change of mind, ordinary wear, damage
caused by misuse, or claims made more than 14 days after delivery. Your
30-day money-back guarantee and your statutory rights continue to apply
separately.
HOW AND WHEN YOU GET YOUR MONEY BACK
Refunds are issued to the original payment method.
We will process your refund within 14 days of accepting your cancellation or
claim. Depending on your bank or card issuer, it may take a few additional
working days to appear on your statement.
If you paid for delivery, we will refund the standard delivery cost. Where
delivery was free, there is nothing to refund on that part.
THE FREE EBOOK
The Wake-Up Science Report is supplied free of charge as a digital download
with your order. As no payment is taken for it, there is nothing to refund,
and cancelling your order does not require you to delete or return it.
HOW TO CONTACT US
Email: info@nivoxshop.com
We aim to reply to all enquiries within 2 working days.
COMPLAINTS
If you are unhappy with how we have handled your order, email
info@nivoxshop.com with "Complaint" in the subject line and we will respond
within 5 working days. If we cannot resolve matters between us, you may be
able to take your complaint to an alternative dispute resolution provider or
to your local Trading Standards service.
MODEL CANCELLATION FORM
(Complete and return this form only if you wish to withdraw from the
contract. You are not obliged to use it.)
To: Nivox, info@nivoxshop.com
I/We hereby give notice that I/We cancel my/our contract of sale of the
following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Order number:
Signature (only if this form is notified on paper):
Date: