Refund policy

SHIPPING POLICY

Orders are processed as quickly as possible once payment has been received.

Estimated delivery times after dispatch:

The Netherlands and Belgium: [1–2] business days
Other countries within the European Union: [2–4] business days

Delivery may take longer during busy periods, around public holidays, or when the carrier is delayed. By law, your order will arrive within 30 days at the latest unless we agree otherwise with you.

Once your order has been dispatched, you will receive a Track & Trace code by email.

Shipping costs

Shipping costs are shown at checkout before you complete your order. Shipping is free on orders of €[50] or more.

Check your delivery details

Please check your name, address, postcode, city, email address and phone number carefully before completing your order.

Made a mistake? Contact us as soon as possible. Once an order has been processed or dispatched, we cannot guarantee that the details can still be changed.

Uncollected parcels

If a parcel is not collected from a pickup point in time and is returned to us as a result, the cost of sending it again is payable by the customer. Contact us if you would like the parcel reshipped.

Parcel marked as delivered but not received

Does Track & Trace show your order as delivered, but you have not received it? Please check the following first:

your letterbox
around your home
with other people in your household
with your neighbours
at a nearby pickup point

If the parcel still cannot be found, report this within 48 hours of the registered delivery time to support@niviolabs.com. Please include your full name, order number, delivery address, Track & Trace code, and a short description of the situation.

Damaged, incorrect or incomplete delivery

Received a damaged, incorrect or incomplete order? Contact us as soon as possible at support@niviolabs.com and include your full name, order number, clear photos of the product and the packaging, and a short description of the issue.

Please do not use the product until we have reviewed your report.

Contact

NIVIO LABS Email: support@niviolabs.com WhatsApp: +31 6 11731603 Available Monday to Friday, 10:00–17:00 (CET)

NIVIO LABS is a trade name of Bilicicare, Rotterdam, the Netherlands. Chamber of Commerce (KvK): 82663564 · VAT: NL003713098B49

All orders, shipments and returns are also subject to our Terms of Service.

REFUND POLICY

You have the right to cancel your order within 14 days of receiving it, without giving a reason. After notifying us, you have a further 14 days to send the product back.

Hygiene exception — please read before ordering

Our products are used in and around the mouth. Under European consumer law, sealed goods that are unsuitable for return for reasons of health protection or hygiene cannot be returned once the seal has been broken.

This means:

Unopened and still sealed: you can return the product within 14 days.
Opened or used: the product cannot be returned or refunded, unless it is faulty, damaged on arrival, or not what you ordered.

This exception does not apply to faulty products. If something is wrong with your order, you are always covered — see below.

Registering a return

Email: support@niviolabs.com WhatsApp: +31 6 11731603

Please include your full name, your order number, which product you wish to return, and the reason where applicable.

After registering, you will receive the return address, the return instructions, and a unique return number.

Include your return number

Always write the return number clearly inside or on the return parcel. Without it we may not be able to match your parcel to your order, which delays processing and refunding.

Sending your return

Send the parcel back within 14 days of registering your return. Return shipping costs are payable by the customer.

We recommend sending the parcel with Track & Trace and keeping your proof of postage until the return has been processed and refunded.

Packaging your return

Pack the product carefully in a sturdy shipping box. Do not use the product's own box as the shipping box, and do not attach labels, tape or stickers directly to the product packaging.

Condition of the product

To be eligible for a return, the product must be complete, unopened, with its seal intact and all original packaging and accessories included, and it must be undamaged and unsoiled.

Inspection and refund

We inspect every return on arrival. Approved returns are processed within [5] business days of receipt and inspection.

Refunds are issued to the payment method used for the original order, including the standard shipping cost of the original delivery. Depending on your bank or payment provider, it may take a few more business days before the amount appears in your account.

Faulty, damaged or incorrect products

If your product is faulty, arrived damaged, or is not what you ordered, contact us within 48 hours of delivery at support@niviolabs.com with photos of the product and the packaging. We will send a replacement or issue a full refund, including shipping costs, at no charge to you. Your statutory rights are not affected.

Exchanges

Would you like a different product or version? Contact us first. An exchange is handled as a return of the original product plus a new order for the product you want. We cannot reserve a product until the new order has been placed and paid for.

Complaints

Not happy with how we handled something? Email support@niviolabs.com and we will respond within 14 days. If we cannot resolve it together, EU consumers can also use the European Commission's ODR platform at ec.europa.eu/odr.