Returns Policy

1. Custom Products (Bespoke Embroidery)

Custom embroidery products (embroidered with the customer's logo, design, text, or other graphic elements) are made to order, according to each customer's unique specifications. For this reason, these products cannot be returned and are not subject to the right of withdrawal .

This exception applies because personalized products cannot be resold or reused, as the embroidery is irreversibly applied to the textile material, according to the design provided by the customer.

2. Standard Products (Non-Embroidered)

In accordance with GEO no. 34/2014, for standard products (without personalization or embroidery), you have the right of withdrawal within 14 calendar days from the date on which you or a third party indicated by you (other than the carrier) takes physical possession of the products.

To exercise your right of withdrawal, you may use any clear statement of intent, sent via email to contact@niualabs.com or by phone at +40 779 215 919 .

Conditions for accepting returns:

• Products must be returned in their original condition, unused, unwashed, and undamaged
• Labels must be intact and attached to the product
• Products must be returned in their original packaging
• The return request must be submitted within 14 calendar days of receiving the products

Returns are free. A prepaid return label is included in each delivered package, so you can return standard products without additional cost. Returns are made by mail or courier, according to the instructions received.

3. Defective or Non-compliant Products

If the received product has manufacturing defects, damage incurred during transport, or does not comply with the specifications in the accepted price offer, you have the right to request replacement, repair, or a refund.

Notification Period: please contact us within a maximum of 48 hours from product reception, at the email address contact@niualabs.com .

Required Evidence: the notification must be accompanied by:

• Clear photos of the product, highlighting the defect
• Photos of the packaging (in case of transport damage)
• A detailed description of the issue encountered
• Order number and reception date

In the case of defective or non-compliant products, return costs are fully covered by NIUA SRL . We will arrange courier pickup or provide you with a prepaid return label.

4. Return Procedure

To return a product, please follow these steps:

1. Submit your return request: contact us by email at contact@niualabs.com or by phone at +40 779 215 919 , stating your order number, the product you wish to return, and the reason for the return.
2. Await confirmation: our team will review your request and send you a confirmation email with return instructions (shipping address, recommended shipping method).
3. Prepare the package: package the product appropriately to prevent damage during transport. Use the original packaging or equivalent packaging.
4. Ship the product: use the prepaid return label included in the original package and send the product to the address indicated in the confirmation email. Returns are free for both standard and defective products.
5. Product verification: upon receipt of the package, we will check the condition of the returned product and notify you by email regarding the acceptance or rejection of the return.

5. Refunds

After the return is accepted and the product's condition is verified, the refund will be processed under the following conditions:

• Refund period: within a maximum of 10 calendar days from the date of receipt of the returned product
• Refund method: the refund will be processed using the same payment method used for the initial transaction, unless you have expressly agreed to a different method
• Refund amount: for standard products returned under the right of withdrawal, the full value of the product will be refunded. Initial delivery costs will only be refunded up to the cost of the cheapest standard delivery method offered
• Defective products: in the case of defective or non-compliant products, the full value of the product will be refunded, including delivery and return costs

We reserve the right to delay reimbursement until we have received the returned products or until you have provided proof of shipment, whichever occurs first.