Refund policy

Last updated: September 25, 2026

Returns

We have a 30-day return policy: you have 30 calendar days after receiving the item to request a return.

The item must be in the same condition you received it, unused, with its tags (if any) and in its original packaging, in order for the return to be accepted. You will also need your order number or proof of purchase.

To start a return, write to us at contact@nyvatra.com with your order number and the reason. If we approve your return, we will email you the address to send it to and instructions on how to do so. Items returned without first requesting a return will not be accepted.

The cost of return shipping is the buyer's responsibility, unless the product arrives damaged, defective or incorrect.

Damages and issues

Please inspect your order as soon as you receive it. If the item is defective or damaged, or you receive the wrong one, write to us at contact@nyvatra.com within 48 hours of delivery, with photos of the product, the packaging and the shipping label, so we can assess the issue and resolve it (replacement or refund).

Exceptions / non-returnable items

Returns are not accepted for personalized items or final-sale items. Items from the Fanservice Collection (18+) that have been opened are not eligible for return, except in the case of a manufacturing defect. If you have questions about a specific item, write to us.

Exchanges

The fastest way to get what you want is to return the item and, once the return is accepted, place a separate order for the new item.

Refunds

We will let you know once we have received and inspected your return and whether the refund is approved. If approved, it will be automatically refunded to your original payment method within up to 10 business days. Please note that your bank or card issuer may take some time to post it.

If more than 15 business days have passed since we approved your return, write to us at contact@nyvatra.com.

Cancellations

You can cancel your order at no cost within 24 hours of purchase, as long as it has not yet been shipped by our supplier.