Return & Refund Policy

Last Updated: October 15, 2026

1. About This Policy

Nivellev aims to make information about returns, refunds, and after-sales assistance easy to understand.

This policy explains how to request a return, report a product problem, cancel an order, and obtain an eligible refund for purchases made through our online cosmetics store.

Nivellev is operated by Hubei Baoxusheng Network Technology Co., Ltd.

Requests are assessed under the conditions below and any applicable consumer protection requirements. Nothing in this policy excludes or reduces statutory rights that cannot lawfully be restricted.

2. Standard Return Period

You may request a standard return for an eligible item within 14 calendar days of delivery.

The return window starts on the date the shipment is delivered. Please contact customer support within that period and provide the details of your purchase.

Requests made outside this window may not qualify for a standard change-of-mind return.

Separate rights may apply to faulty goods, incorrect items, or other issues covered by consumer protection law. Those rights remain unaffected by the standard return period.

3. Eligibility for Change-of-Mind Returns

For a return based on personal preference, products should generally meet these conditions:

• The item is unused and in its original condition.

• Original packaging is retained wherever reasonably possible.

• Included accessories, components, and supplementary materials are returned.

• Proof of purchase, such as a receipt or order confirmation, is available.

• The product has not been damaged by misuse, improper handling, or intentional alteration.

Cosmetics may require additional consideration because of hygiene and product integrity concerns.

Where permitted by law, items that have been opened, used, unsealed, or otherwise exposed may be ineligible for a standard change-of-mind return. This may apply to lip products, eye makeup, and other cosmetics intended for direct personal application.

These conditions do not remove legal remedies for defective, incorrectly supplied, or materially misdescribed goods.

Returned products may be inspected before a refund or other resolution is approved.

4. How to Request a Return

Please contact customer support before shipping an item back.

Return Assistance Email:

service@nivellev.com

To help us review your request, include:

• Your order number

• The name of the product

• A short explanation of the reason for returning it

• Photographs or a short video if the item is damaged, incorrect, leaking, or otherwise affected by a problem

• Any other details reasonably needed to identify the purchase

After reviewing the information, our team will explain the applicable process and provide the relevant return instructions.

Please wait for those instructions before sending your parcel so it reaches the correct location and can be matched to your request.

This process does not override mandatory cancellation, withdrawal, or return rights.

5. Return Addresses

The registered address of our operating company is supplied for business identification. It is not automatically the correct destination for returned products.

Depending on the arrangements for your order, a return may need to go to a designated warehouse, authorized return facility, or another location confirmed by customer support.

We will provide the appropriate address and any relevant packing or shipping instructions after reviewing your request.

Following those instructions helps avoid misdirected parcels, unnecessary shipping expenses, and delays in identifying returned items.

Please do not send products to an address that has not been confirmed for your return.

6. Return Shipping Costs

Responsibility for return postage depends on the reason for the return and applicable legal requirements.

Returns for Personal Preference

You will generally be responsible for return shipping when an eligible item is returned for a reason unrelated to a defect or an error attributable to Nivellev.

Examples include:

• No longer needing the product

• Ordering the wrong item

• Selecting an unsuitable shade or variation

• Choosing an incorrect size or quantity

• Changing your preferences after purchase

• Other reasons unrelated to a product fault

Any mandatory legal requirements concerning return costs take precedence.

Damaged, Faulty, or Incorrect Products

Contact us if an item arrives damaged, defective, leaking, incorrect, or materially different from what you ordered.

We may request order details, photographs, or other relevant information to assess the issue.

Where a confirmed problem results from an error attributable to Nivellev, you will not normally be required to pay additional return shipping costs necessary to resolve that error.

Depending on the circumstances, an appropriate remedy may include a replacement, an eligible refund, or another resolution, subject to applicable consumer protection law.

7. Cancelling an Order Before Shipment

If you want to cancel a purchase, contact us as soon as possible after placing the order.

Cancellation is generally easier while preparation is still at an early stage. Our ordinary pre-dispatch cancellation process may no longer be available once the order has:

• Reached advanced fulfillment

• Been packed

• Been prepared for carrier collection

• Been handed to the delivery provider

• Left the fulfillment facility

If the order has already shipped, you may need to wait for delivery and follow the eligible return process.

Cancellation Requests:

service@nivellev.com

Please include your order number and checkout email address.

If cancellation is completed and a refund is due, the relevant amount will generally be credited to the original payment method.

Mandatory cancellation and withdrawal rights remain unaffected.

8. Inspection of Returned Products

Products received at the designated return facility may be reviewed to determine whether the applicable return conditions have been satisfied.

The review may consider:

• The item’s physical condition

• Whether it has been opened or used

• Packaging condition

• The presence of included components and accessories

• The stated return reason

• Supporting information previously submitted

• Whether the item matches the purchase record

For standard cosmetic returns unrelated to a defect, seals, packaging, and product condition may be particularly relevant.

Our support team will communicate the outcome and explain any available next steps. Approved refunds will proceed under the applicable refund process.

Inspection does not limit statutory remedies for defective, incorrectly supplied, or otherwise non-conforming goods.

9. Refund Method and Timing

Approved refunds are generally returned to the payment method used for the original purchase.

Typical Refund Processing Time: 5–10 business days after the returned item has been received and reviewed.

Actual timing may vary according to:

• The reason for the refund

• Whether a return is required

• The condition of the returned product

• The original payment method

• The payment provider involved

• Applicable legal requirements

After Nivellev initiates the refund, your bank, card issuer, PayPal, or another payment provider may need additional time to show the credit in your account.

Those additional processing periods are managed by the relevant financial institution or payment service.

If applicable law requires a different deadline or procedure, that requirement takes priority.

10. If Your Refund Has Not Appeared

If a refund has been approved but is not visible in your account, please:

1. Check the account used for the original payment.

2. Review recent transactions and pending credits.

3. Contact your bank or card issuer about the refund.

4. Where relevant, check the status with your payment provider.

Financial institutions may take additional time to complete their processing.

If you still cannot locate the refund after these checks, contact:

service@nivellev.com

Include your order number and any available refund reference.

For security, do not email full card numbers, account passwords, or other sensitive financial credentials.

Our team can review available transaction information and assist where possible.

11. Original Shipping Charges

For eligible U.S. orders, standard delivery charges are based on the order subtotal:

Order Subtotal	Standard Shipping Charge
$0.00–$38.99	$3.99
$39.00 or more	Free

Any applicable delivery charge is displayed at checkout before payment.

The original cost of delivering your order and the cost of returning an item are separate charges.

Whether the original delivery charge is refundable depends on the return reason, the circumstances of the purchase, relevant store policies, and mandatory consumer protection requirements.

Please review our Shipping Policy for information about destinations, order processing, and estimated delivery times.

12. Product Problems Requiring Individual Review

Some issues require a separate assessment rather than the ordinary change-of-mind return process.

These may include:

• Leakage during transit

• Broken or damaged containers

• Packaging damage affecting product integrity

• Incorrect products

• Missing items

• Products materially different from their descriptions

• Other fulfillment concerns

Please report these matters promptly with your order number, a description of the issue, and relevant photographs where available.

Depending on the circumstances, a resolution may include a replacement, refund, or another appropriate remedy.

Statutory rights relating to defective or non-conforming goods remain fully applicable.

13. Customer Support Availability

Our team assists with returns, refunds, cancellations, product concerns, and related order questions.

Customer Service Days: Monday to Friday

Typical Email Response Time: Within 24–48 business hours

Replies may take longer during public holidays, promotional events, or periods of increased inquiry volume.

Please include your order number and a clear explanation of your request to help us provide relevant assistance efficiently.

14. Operating Company and Contact Details

The following details identify the company operating the Nivellev online cosmetics store.

Brand / Store Name: Nivellev

Business Category: Online Cosmetics Retail

Operating Company: Hubei Baoxusheng Network Technology Co., Ltd.

Registered Business Address:

Room 8, 3rd Floor, Unit A, Building 1, Baoye Xudong Yayuan, No. 23 Xudong Road, Liyuan Subdistrict, Hongshan District, Wuhan City, Hubei Province, China

Customer Service Email:

service@nivellev.com

Customer Service Telephone:

+8613659886827

Support Availability: Monday–Friday

Estimated Email Response Time: 24–48 business hours

Hubei Baoxusheng Network Technology Co., Ltd. oversees Nivellev’s website administration, customer purchases, order processing, fulfillment coordination, and after-sales support.

The registered business address should only be used for a return if customer support specifically confirms it as the appropriate destination.

For assistance with an existing purchase, please provide your order number whenever possible.

Thank you for choosing Nivellev. We aim to provide clear return information and accessible assistance when you need help with your purchase.