Refund policy

Refund & Returns Policy

At Niwini, every plush toy and wooden piece we craft is designed with intention — minimal in form, enduring in quality. We take great care to ensure each order arrives exactly as it should. However, if something is not right, we are here to make it so. Please read the following carefully to understand how we handle returns and refunds.

Our Return Window

You may request a return within 30 days of receiving your order. After this period, we are unable to accept return requests. To be eligible, items must be unused, in their original condition, and in their original packaging — free from signs of wear, assembly, or damage caused after receipt.

Free Returns

We offer free returns on all eligible orders. Whether you have changed your mind or received something unexpected, you will not be charged for the return shipment. Simply contact us and we will arrange everything for you.

Return Scenarios

Change of Mind

If your Wooden Rainbow, Stacking Bowls, Minimal Design Plush Bunny, or any other Niwini piece is simply not quite what you envisioned, we understand. Returns due to change of mind are accepted within 30 days. Return shipping is provided free of charge — no questions asked.

Damaged Items

Should your order arrive with any damage — whether to the wooden construction or the plush materials — please contact us immediately with photographs of the item and packaging. We will arrange a free return and issue a full refund or send a replacement at no additional cost to you.

Wrong Items Received

If you receive an item that does not match your order — for example, if you ordered Stacking Bowls in Blue to Red and received a different variant — we sincerely apologise. We will cover the return shipping in full and dispatch the correct item or process a complete refund, whichever you prefer.

Defective Items

Craftsmanship is central to everything we create at Niwini. If any item — including our Wooden Rainbow sets or Minimal Design Plush toys — arrives with a manufacturing defect, please get in touch with supporting photographs. Return shipping is entirely free, and we will issue a full refund or send a replacement as a priority.

Items That Never Arrived

If your tracking shows delivery but your order has not arrived, or if your shipment appears lost in transit, please contact us within 30 days of your expected delivery date. We will investigate promptly and, where confirmed, process a full refund or resend your order at no charge.

Non-Returnable Items

For hygiene and safety reasons, the following cannot be accepted for return:

  • Items that have been used, assembled, or altered after receipt
  • Items returned without their original packaging
  • Items returned outside of the 30-day return window
  • Gift cards or downloadable products, if applicable

Restocking Fee

There is no restocking fee on any return. We believe returns should be straightforward, not penalised.

Refund Method & Processing Time

All approved refunds are returned to your original payment method. Once we receive and inspect your returned item, please allow 5 to 10 business days for the refund to appear in your account. The exact timing may vary depending on your bank or payment provider, but we will notify you by email as soon as your refund has been processed.

All transactions are processed in GBP (£). If your bank account is held in a different currency, any exchange rate variation is outside of our control.

How to Initiate a Return

Starting a return with Niwini is simple. Please follow these steps:

  • Step 1: Email us at Support@niwini.com or call us on +44 7473 939685 within 30 days of receiving your order.
  • Step 2: Include your order number, the item(s) you wish to return, and the reason for your return. If the item is damaged or defective, please attach clear photographs.
  • Step 3: Our team will respond within 48 hours with your free return instructions and, where applicable, a prepaid return label.
  • Step 4: Package your item securely in its original packaging and send it back using the provided instructions.
  • Step 5: Once received and reviewed, your refund will be processed within 5 to 10 business days.

Contact Us

Our team is available to assist you with any questions regarding your return or refund:

  • Email: Support@niwini.com
  • Phone: +17162320327
  • Hours: Monday to Friday, 8:00 AM – 4:00 PM GMT
  • Response Time: Within 48 hours
  • Address: 10 Broadway, SAN ANTONIO, Texas 78215, United States

We are committed to ensuring that every Niwini experience — from the moment you discover a piece to the moment it arrives in your home — reflects the care and considered detail we put into everything we create. If something falls short of that standard, we will put it right.