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Nineva
Last updated: March 2, 2026

At Nineva, every product is created with care, intention, and respect for your personal wellness journey. We want you to feel confident when shopping with us. This policy explains how returns, refunds, and replacements are handled for both physical and digital products, in accordance with Israeli Consumer Protection Law.

All prices on our website are listed in Israeli Shekels (ILS – ₪).

1. General Policy

This policy applies to all purchases made through the Nineva online store.

Customers may request order cancellation or returns subject to the conditions outlined below and in accordance with applicable Israeli consumer protection regulations.

2. Physical Products — Chakra Healing Candles

Return Eligibility

You may request a return within 30 days from the date your order was delivered, provided that:

  • The item is unused

  • The candle has not been lit or tested

  • The product remains in its original packaging

  • The item is in resalable condition

Products that have been used or damaged after delivery are not eligible for return.

How to Request a Return:

To initiate a return request, please contact us before sending the item back.

Email: support@nineva.co.il
Subject: Return Request – Order #[Order Number]

Please include:

  • Full name

  • Order number

  • Reason for return

  • Photos (if applicable)

Returns must be approved by Nineva prior to shipment.

Return Shipping

  • Return shipping costs are the responsibility of the customer.

  • Original shipping fees are non-refundable.

  • If the item is confirmed as defective or damaged, Nineva will cover replacement or return shipping costs.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  1. Contact us within 48 hours of receiving the package.

  2. Provide clear photos of the product and packaging.

After review, we will offer one of the following:

  • A replacement item at no additional cost, or

  • A full refund to the original payment method.

4. Refund Process & Timeline

Once the returned product is received and inspected:

  • Refunds will be issued to the original payment method

  • Processing time is typically 7–14 business days

Where permitted under Israeli Consumer Protection Law, a cancellation fee may apply (up to 5% of the transaction value or ₪100, whichever is lower).

5. Digital Products — PDF Books & Downloads

Due to the nature of digital content:

  • Digital products are non-refundable once the file has been downloaded or accessed.

If you experience technical difficulties accessing your purchase, please contact us and we will assist you promptly.

6. Order Cancellation (Before Shipping)

Orders may be canceled before shipment by contacting us as soon as possible:

Email: contact@nineva.co

If the order has already been shipped, the standard return process will apply.

7. Contact Information

Nineva
Daniel 82, Bat Yam, Israel
Email: support@nineva.co.il
Phone: +972-53-581-5724

8. Policy Updates

Nineva reserves the right to update this policy when necessary to reflect operational or legal changes. The latest version will always be available on our website.