Effective Date: 22 February 2021.

This Return Policy (this “Policy”) applies to purchases made on (the “Site”). We want to ensure you are happy with your purchases and that they are without issues or defects. 

In line with the European Union’s (“EU”) right of withdrawal and your right of return, we offer cancelation and refund or replacement as described below. 


  1. Instructions: If you are purchasing on the Site within the EU, you have the right to withdraw from this contract without reason or penalty within 14 days, starting from the date of delivery of your order (or the last item in your order). If you wish to exercise this right of cancelation and withdrawal, you must inform us of your intention to withdrawal via our email address at Your message must contain the goods purchased and the order number along with your intentions. You must send your message to us before the 14th day, and the items must be returned to us within 14 days after your notice to exercise your right of withdrawal. If you need more information regarding the right of withdrawal, please reach out to our support. 
  2. Effects of the right of withdrawal: When you communicate to NAIVE about your intention to cancel your order within 14 days after its delivery, we will ask you to return the items to us, and upon receiving proof of it being returned and checked to be intact, we will refund you the cost of the items, including the applicable shipping fee. We will return the returnable fees to the payment method you initially used to purchase them (unless you tell us otherwise in writing) within 14 days you communicate your intention to exercise your rights. However, we may retain your refund until we receive the item within 14 days. The shipping fees to return the items subject to this right of withdrawal shall be your responsibility. Also, if the product increases in value after your initial purchase, we will deduct the increase from your refund when you request to cancel. 
  3. Exceptions: This right of withdrawal does not apply to products made under our Personalized Services (as described in section 7 of our Customer Terms of Service) or products, which at the time of your order, explicitly state that they are not subject to the right of withdrawal and you agreed.


Aside from the right of withdrawal applicable to EU customers above, all purchases made on the Site can be canceled and returned within 30 days of delivery. The products must be unused, unopened, and in their original packaging for this return to be valid. Moreover, this 30-day return does not apply to products made to your specifications (unless there is a mistake on our part). 

Notwithstanding, we offer replacement or refunds for damaged, wrong, or defective item(s) (if it’s a fault on our part). You must communicate such item(s) to us upon receiving them to qualify for refunds or replacement. 

To return an item, please reach out to us via Once you communicate your intent to return an item, we will communicate the process of return and inspect the product when we receive them to decide if it qualifies for a refund or replacement. Unless you are returning a damaged, wrong, or defective item, you will handle the shipping cost of return and other expenses. Also, you will bear the risk of loss. 

If the product(s) qualifies, the refund will be credited to your original payment method (unless you say otherwise). If it is a situation of a replacement, we will send the new product through the same shipping channel.

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