Returns & Exchange
We want you to be happy with what you ordered. If something isn’t right, here’s how exchanges, returns and refunds work at NAIVROX.
5-day exchange window
You can request an exchange within 5 days of delivery. We’ll swap the item for a different colour, a different model, or store credit of the same value.
What qualifies
- Requested within 5 days of delivery.
- Item is unused and in original condition.
- Original box and packaging intact, with all accessories, cables, manuals and free gifts included.
- Proof of order (order number or confirmation message).
What doesn’t qualify
- Items that have been used, scratched, or damaged after delivery.
- Missing packaging, accessories or parts.
- Requests made after the 5-day window.
- For hygiene reasons, in-ear earbuds and earphones can only be exchanged if the seal is unbroken — unless the item is faulty.
Damaged, faulty or wrong item on arrival
If your parcel arrives damaged, faulty, or contains the wrong item, contact us on WhatsApp within 24–48 hours with your order number and a short unboxing photo or video. We’ll arrange a free replacement or full refund — the return pickup is on us in these cases.
How to start an exchange
- Message us on WhatsApp (0340 2222372) with your order number and the reason.
- We confirm eligibility and share the return address or arrange a pickup.
- Pack the item securely in its original packaging.
- Once we receive and check it, we dispatch the replacement or issue store credit.
Refunds
For prepaid (online/card) orders, eligible refunds are processed to your original payment method, typically within 5–10 working days after we receive the returned item. For Cash on Delivery orders, we offer an exchange or store credit rather than a cash refund, unless the item was faulty or incorrect.
Return delivery charges for change-of-mind exchanges are borne by the customer. Original delivery charges are non-refundable.
Full policy
This page is a plain-language summary. Our complete Refund Policy has the full legal terms.