Refund policy

Return & Exchange Policy

At Nolvi, we are committed to ensuring your shopping experience is seamless. If you are not entirely satisfed with your purchase, our Return & Exchange policy is designed to protect your rights as a consumer while maintaining the integrity of our products.

1. Eligibility for Returns and Exchanges

In accordance with Qatar’s consumer protection regulations, you may request a return or exchange within 14 days from the date of delivery. To be eligible, the following criteria must be met:
Proof of Purchase: A valid original invoice or order confrmation is required.
Original Condition: Items must be in their original, unopened packaging, including all tags, manuals, and accessories.
Unused: The product must show no signs of use, wear, or tampering.

2. Non-Returnable Items & Hygiene Standards

For the protection of all our customers and to maintain the highest health and safety
standards, certain products are strictly non-returnable and non-exchangeable once the
original protective seal has been broken or the packaging opened.
Cosmetics & Fragrances: Skincare, makeup, and perfumes must be returned in their
original, vacuum-sealed, or shrink-wrapped packaging. We cannot accept returns on items that have been tested, sprayed, or unsealed due to the risk of contamination.
Personal Care & Grooming: For sanitary reasons, items such as hair tools, razors,
epilators, and oral care products cannot be returned once the box is opened.
Intimate Apparel & Swimwear: Items such as undergarments, stockings, and swimwear are fnal sale. If a hygiene seal is provided on swimwear, it must remain fully intact and untampered with for an exchange to be considered.
Wearable Technology: In-ear headphones (earbuds) and smartwatches that come into direct contact with the skin are subject to strict hygiene inspections. Returns will only be accepted if the factory seal is unbroken.

3. Inspection Rights for Returns

Nolvi reserves the right to reject any return if the product shows signs of:
Cosmetic damage: Makeup stains, perfume scents, or deodorant marks on apparel.
Biological traces: Evidence of hair, skin cells, or moisture on personal care devices.
Packaging breach: Removal of "Do Not Remove" hygiene stickers or security tags.
Note: If a return is rejected based on hygiene grounds, the item will be sent back to the customer at their expense, and no refund will be issued.

4. Defective or Incorrect Items

If you receive a product that is damaged, functionally defective, or different from what you ordered:
Notifcation: Please contact our Support Team via 5508 6123 within 48 hours of delivery.
Inspection: Defective electronics or technical goods may require an inspection by an
authorized service center to validate the manufacturing fault before a refund or exchange is processed.
Resolution: Once the defect is confirmed, we will provide a full refund or a replacement at no additional shipping cost to you.

5. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Credit Card/Debit Card: Refunds will be credited back to the original card used during the transaction. Please note that processing times depend on your bank’s policy.
Cash on Delivery (COD): For orders paid via COD, refunds will be issued via Nolvi Wallet / Bank Transfer / In-Person Pickup at Nolvi’s Location.
Bundles & Promotions: If an item purchased as part of a "Buy One Get One" or a
discounted bundle is returned, the refund will reflect the promotional price. If the free item is kept, its full retail value will be deducted from the refund.

6. Shipping & Logistical Costs

Customer Change of Mind: If the return is due to a change of heart (and not a fault of the product), the customer is responsible for the return shipping costs.
Shipping Integrity: By accepting the delivery from the courier, you acknowledge that the external packaging is intact and sealed. If the box is visibly damaged, please reject the delivery and contact us immediately.

7. Order Cancellations

You may cancel your order at any time before it enters the "Dispatched" status. Once the order has left our warehouse, the standard Return Policy applies. Please contact [Insert Phone/WhatsApp] for urgent cancellation requests.
Contact Channel:
Email: admin@nolvitrading.com.
Tel: 5508 6123
Return Location: Zone no. 24, Street no. 950, Building no.101, Office number 4