Last updated: September 11, 2026
Thank you for shopping with Niva, a brand of KOBU Inc. (“Niva,” “we,” “us” or “our”).
Because Niva products are food and consumable products, we have a limited return policy designed to protect product quality and food safety while ensuring that customers receive the products they ordered in acceptable condition.
Nothing in this policy limits or excludes any rights or remedies you may have under applicable consumer protection or other laws.
1. Food and Consumable Products
For health, safety and product-integrity reasons, we do not accept returns of products that have been opened, used, consumed, tampered with or have a broken or damaged seal, except where the product is defective, damaged, contaminated, unsafe or otherwise subject to a legal remedy.
This restriction applies even if you are dissatisfied with the product’s taste, colour, texture or personal suitability.
We cannot resell returned food products where product integrity or safety cannot be assured.
2. Unopened Products
If you have changed your mind about your purchase, an unopened product in its original, sealed packaging may be eligible for return within 30 days of delivery, subject to the conditions below.
To be eligible:
- the product must be unused and unopened;
- the original seal must remain intact;
- the product must be in its original packaging and in resalable condition;
- you must provide proof of purchase; and
- you must contact us and receive return authorization before sending the product back.
We reserve the right to refuse a return where the product has been opened, used, damaged after delivery, tampered with, or is otherwise not in resalable condition.
Approved returns will be refunded to the original payment method after the returned product has been received and inspected.
Unless the return is due to our error or another circumstance for which we are legally responsible, original shipping charges are non-refundable and return shipping costs are the customer’s responsibility.
3. Damaged, Defective, Incorrect or Compromised Products
If your order arrives damaged, defective, incorrect or otherwise appears to have a product-integrity issue, please contact us as soon as reasonably possible and, where possible, within 7 days of delivery.
Please provide:
- your order number;
- a description of the issue;
- photographs of the product and packaging; and
- any relevant lot or batch information shown on the product.
We may request additional information to help us investigate the issue.
Depending on the circumstances, we may provide a replacement, refund or other appropriate remedy.
Where the issue is caused by our error or a product is defective, damaged or otherwise compromised before or during delivery, we will cover reasonable return or replacement costs where applicable.
You should not consume a product that you believe may be damaged, contaminated, tampered with or otherwise unsafe.
4. Products with a Shortened or Unsatisfactory Shelf Life
If you receive a product that does not have the expected shelf life or appears otherwise unsuitable for sale or consumption, please contact us promptly with your order number, photographs and the lot/batch information.
We will review the circumstances and, where appropriate, provide a replacement, refund or other remedy.
5. Sale, Clearance and Promotional Items
Products identified as final sale, clearance or non-returnable are not eligible for return for change of mind.
This restriction does not apply where a refund, replacement or other remedy is required by applicable law or where the product is damaged, defective, incorrect, unsafe or otherwise subject to the remedies described in this policy.
6. Order Cancellations
You may request cancellation of an order before it has shipped by contacting us as soon as possible at info@kobugroup.com.
We will make reasonable efforts to accommodate cancellation requests, but an order that has already been processed or shipped may not be cancellable.
If an order has already shipped, the applicable return provisions of this policy will apply.
Nothing in this section limits any statutory cancellation rights that may apply to your purchase.
7. Delivery Issues
Once an order has been shipped, delivery is handled by the applicable carrier.
If a package is delayed, lost, returned to us because the address provided was incorrect, or cannot be delivered for another reason, please contact us so that we can investigate.
Where a package is returned to us because an incorrect or incomplete delivery address was provided by the customer, we may require payment of applicable additional shipping costs before reshipping the order.
We are not responsible for delays caused by circumstances outside our reasonable control, including carrier delays, weather, labour disruptions, customs delays or other events beyond our control.
8. Refunds
Once an approved return has been received and inspected, we will process the applicable refund to the original payment method.
Please allow 5–10 business days for the refund to appear in your account after it has been processed. The timing may vary depending on your financial institution or payment provider.
We are not responsible for delays imposed by a bank, credit-card issuer or payment processor.
9. Exchanges
Because Niva products are consumable food products, we generally do not offer exchanges for change of mind.
Where a product arrives damaged, defective or incorrect, we may provide a replacement product instead of or in addition to a refund, depending on the circumstances.
10. Refunds for Statutory Rights
This policy is intended to explain our standard return and refund practices.
It does not exclude, restrict or limit any rights, warranties, guarantees, cancellation rights, remedies or other protections that cannot legally be excluded or limited under applicable Canadian or provincial law.
Where applicable law provides a customer with a right or remedy that differs from this policy, the applicable law will prevail.
11. Contact Us
To request a return, report a damaged or defective product, or ask a question about a refund, please contact:
KOBU Inc. (Niva)
Email: info@kobugroup.com
Address: Winfield Terrace, Mississauga, ON L5R1N9
Please include your order number whenever possible so that we can assist you promptly.