Refund Policy

Refund Policy

Welcome to NÜ IVEN.

Your satisfaction is at the heart of our commitments. If a product does not meet your expectations or if you receive a defective or non-compliant item, our team will do everything possible to offer you a simple, quick, and transparent solution.

This policy describes the return, exchange, and refund conditions applicable to purchases made on www.nuiven.com.

Important Information Before Placing Any Order

Before confirming your order, please review the following points:

Customized Products

Products manufactured or modified according to your requests (dimensions, cable length, finish, color, or any other customization) cannot be returned, exchanged, or refunded, except in case of manufacturing defect or non-compliance.

Large Products

For light fixtures with the largest dimension equal to or greater than 180 cm, return costs remain the responsibility of the customer only in the case of a change of mind.

In the event of a defective, damaged, or non-compliant product, NÜ IVEN will fully cover the return costs, regardless of the product's size.

Article 1 — Right of Withdrawal

In accordance with the provisions of the Consumer Code and European Directive 2011/83/EU, you have a right of withdrawal.

At NÜ IVEN, we apply a simple commercial policy:

You have 15 calendar days from the receipt of your order to request a return.

No justification will be required.

The right of withdrawal does not apply to:

  • custom-made products;
  • products customized according to your specifications;
  • products excluded by current legislation.

This exclusion never affects your rights in case of non-conformity or manufacturing defect.

How to Exercise Your Right of Withdrawal

Simply contact us before the 15-day period expires:

Email: hello@nuiven.com

Please specify:

  • your order number;
  • the product(s) concerned;
  • the reason for your request (optional).

Our team usually responds within 24 to 48 business hours.

Article 2 — Commercial Return Period

In addition to your legal right, NÜ IVEN accepts returns for 15 calendar days from the receipt of your order, provided that the following conditions are met:

  • the product is returned complete;
  • it has not been used;
  • it is in its original condition;
  • it is properly packaged.

Customized products remain excluded from this policy, except in cases of defect or non-compliance.

After this 15-day period, only returns falling under legal guarantees will be accepted.

Article 3 — Return Costs

At NÜ IVEN, we want to make your purchases as hassle-free as possible.

Free Return

For most of our products, return costs are fully covered by NÜ IVEN, particularly in cases of:

  • change of mind;
  • ordering error;
  • non-compliant product;
  • defective product.

A prepaid return label will be sent to you after your request has been validated.

Exception: Products Over 180 cm

Due to transportation constraints, light fixtures with the largest dimension equal to or greater than 180 cm are subject to a special regime.

Change of Mind

Return costs remain the responsibility of the customer.

We will inform you of the transportation terms and an estimate of the costs before any shipment.

Defective or Non-Compliant Product

In this case, NÜ IVEN will fully cover the return costs, with no advance payment from your side.

Important

To ensure prompt processing of your request, never return a product without prior agreement from our customer service.

Any package returned without prior authorization may be refused.

 

Article 4 — Products Not Eligible for Return

4.1 Customized or Made-to-Measure Products

In accordance with Article L221-28 of the Consumer Code, products made according to your specifications or clearly personalized cannot be returned, exchanged, or refunded.

These include:

  • modification of cable or rod length;
  • dimensions made upon request;
  • specific color or finish;
  • customized material;
  • any other customization requested before manufacturing.

By validating your order, you acknowledge that these products are made specifically for you and waive the right of withdrawal provided by law.

4.2 Products Excluded for Hygiene Reasons

Products that cannot be resold for hygiene reasons after opening or use cannot be returned when they fall under the exceptions provided by regulations.

4.3 Exception: Defective or Non-Compliant Product

Even when a product is customized or made to measure, you retain all your rights in case of:

  • manufacturing defect;
  • incorrect reference;
  • incorrect color;
  • incorrect dimensions;
  • product damaged during transport;
  • non-conformity with the order.

In these situations, NÜ IVEN will fully cover the return costs and offers you, at your choice:

  • a replacement;
  • an exchange;
  • or a full refund.

In all cases, return costs are fully covered by NÜ IVEN.

Article 5 — Return Procedure

Step 1 — Contact Our Customer Service

Send your request to:

hello@nuiven.com

Please include:

  • your order number;
  • the product(s) concerned;
  • the reason for the return;
  • photographs if the product is damaged or non-compliant.

Our team usually responds within 24 to 48 business hours.

Step 2 — Validation of Your Request

After reviewing your case, we will send you:

  • return instructions;
  • the return address;
  • a prepaid label when costs are covered by NÜ IVEN.

For products over 180 cm returned due to a change of mind, we will inform you of the terms and cost of transport.

Step 3 — Shipping

Carefully package your light fixture, ideally in its original packaging.

Otherwise, use packaging that offers equivalent protection to avoid any damage during transport.

We recommend keeping your proof of shipment until final reimbursement.

Step 4 — Verification

Upon receipt, our team will verify:

  • the identity of the product;
  • its general condition;
  • its conformity with the return request.

This verification usually occurs within 24 to 48 business hours.

Article 6 — Defective or Non-Compliant Products

If you receive a product with a defect or anomaly, please contact us as soon as possible.

To facilitate the processing of your request, please provide us with:

  • your order number;
  • several photographs of the product;
  • if possible, a photograph of the package before opening if it shows visible damage.

Our team will quickly analyze your case.

Proposed Solutions

When the defect is confirmed, you can choose between:

Replacement

We will ship you a new identical or equivalent product, at no additional cost.

Exchange

If you prefer another model, our team will assist you in this process. Any price difference will be adjusted.

Refund

We will process a full refund of your order using the same payment method used during the purchase.

In all cases, return costs are fully covered by NÜ IVEN.

Legal Guarantee of Conformity

Independent of our 15-day commercial return policy, you benefit from the legal guarantee of conformity provided by Articles L217-3 and following of the Consumer Code.

This guarantee allows you to obtain, as applicable:

  • repair;
  • replacement;
  • or refund of the product.

Guarantee Against Hidden Defects

You also benefit from the guarantee provided in Articles 1641 and following of the Civil Code.

If a hidden defect is found, you may request:

  • either a refund of the product;
  • or a reduction in the price paid.

These legal guarantees apply independently of our commercial policy.

Article 7 — Refund Terms

Once your return is received and validated, NÜ IVEN will process the refund within 24 to 48 business hours.

The refund is made exclusively via the payment method used during your order.

Depending on your banking institution, the credit may appear within:

  • Credit Card: usually 3 to 7 business days;
  • PayPal: usually 3 to 5 business days;
  • Apple Pay / Google Pay: depending on your bank's processing times;
  • Klarna: in accordance with the terms of your payment plan.

The maximum legal reimbursement period remains 14 days after receipt of the returned product or proof of its shipment, in accordance with applicable regulations.

 

Article 8 – Exchanges

At NÜ IVEN, we accept exchange requests within 15 calendar days of receiving your order, for products eligible for return.

Customized or tailor-made products cannot be exchanged, except in cases of manufacturing defect or non-conformity.

To make an exchange request, please contact our customer service at hello@nuiven.com, providing:

  • your order number;
  • the product concerned;
  • the desired replacement model.

If there is a price difference between the two products:

  • if the new product is more expensive, we will send you a secure payment link for the difference;
  • if the new product is less expensive, we will refund the difference using the same payment method used for your order.

Return shipping costs apply in accordance with Article 3.

Shipping costs for the new product are offered by NÜ IVEN.

Article 9 – Condition of returned products

To allow for a full refund in the case of a voluntary return, the product must be returned:

  • in its original condition;
  • complete, with all accessories and elements provided;
  • without traces of use or abnormal deterioration;
  • in its original packaging where possible.

The product must be properly protected to avoid any damage during transport.

In case of return of a defective or non-compliant product, these conditions do not apply. The product may be returned in its current condition.

NÜ IVEN reserves the right to reduce the refund amount if a depreciation of the product results from handling exceeding what is necessary to ascertain its nature, characteristics, or proper functioning, in accordance with applicable regulations.

Article 10 – Customer Service

Our team remains at your disposal for any questions regarding a return, exchange, or refund.

Email
hello@nuiven.com

WhatsApp
+33 6 88 95 29 96
(messages only)

Postal address

THALEN & Co
177 route de Mézy
74250 Viuz-en-Sallaz
France

To expedite the processing of your request, please systematically include your order number in all correspondence.

Our customer service generally responds within 24 to 48 business hours, Monday to Friday.

Legal Guarantees

This commercial policy applies without prejudice to the rights you benefit from under the legal guarantees provided by the Consumer Code and the Civil Code.

In particular, you benefit from:

  • the legal guarantee of conformity;
  • the guarantee against hidden defects.

These guarantees apply regardless of our 15-day commercial return policy.

A question?

Our team is available to support you before, during, and after your purchase.

We make it a point of honor to offer you a simple, transparent shopping experience that lives up to the NÜ IVEN universe.

© 2026 NÜ IVEN — Operated by THALEN & Co