At Ninikua, if your purchase does not fully meet your expectations or lifestyle preferences, we welcome you to take advantage of our transparent 30-day return and exchange program, detailed below.
1. 30-Day Return Window
Customers may formally submit an authorized return or exchange request within 30 calendar days from the carrier’s official delivery timestamp. Any requests submitted after this 30-day eligibility period will be automatically declined.
2. Product Eligibility & Condition Standards
To successfully pass our facility inspection and qualify for a full refund, returned items must strictly meet the following conditions:
- Items must be brand new, unused, unwashed, undamaged, and free of any signs of wear, stains, dander, or outdoor use.
- Items must be completely intact within their original packaging (including all protective films, inner bags, and structural packing materials) with all original brand tags securely attached.
- A valid proof of purchase (such as your Ninikua digital order invoice number) is strictly required to initiate the return process.
3. Allocation of Return Shipping Costs
- Customer Remorse / Personal Preference: If you request a return or exchange due to personal preference, a change of mind, color discrepancy, or selecting the incorrect style/size, you are solely responsible for arranging a trackable shipping method and covering all return postage costs. Ninikua does not charge any administrative fees (no restocking fees).
- Defective or Incorrect Items: If you receive an item with a genuine manufacturing defect, severe transit damage, or an incorrect style caused by our fulfillment error, Ninikua will cover 100% of the return costs. Please email [email protected] within 48 hours of delivery with clear photos of the item. Our customer service team will immediately provide you with a prepaid domestic return label.
4. Return Process
All authorized returns must be coordinated through our online customer service. Please do not mail packages back without prior written Return Merchandise Authorization (RMA) notice from us. Packages sent back without prior consent cannot be tracked, logged, or processed for a refund.
Return Address (US Logistics Center):: 300 Cedar Lane Suite B, Edison NJ 08817
5. Inspection Flow & Refund Processing
- Warehouse Quality Assessment: Upon arrival at our logistics intake center, your returned items will undergo a mandatory quality audit lasting 2 to 5 business days.
- Refund Completion: Once approved by our inspection team, we will immediately issue a full refund of the product purchase price back to your original payment method (credit card, PayPal, etc.). Refunds typically take 5 to 7 business days to post, depending entirely on your banking institution’s processing times.
6. Order Modification & Cancellation Policy
To maintain an efficient supply chain, orders are quickly funneled into our automated picking and packing queues. Buyers may only request to cancel an order, update a shipping address, or modify product specifications within 2 hours of payment completion by contacting [email protected]. Once a package enters the carrier’s transit queue, the order cannot be canceled and must follow the standard 30-day return policy upon delivery.
7. Support Contact & Entity Information
To request a return voucher, check the status of an exchange, or inquire about our compliance policies, please reach out to our dedicated support team:
- Customer Support Email: [email protected]
- Address: RM 5042, 5/F, Yau Lee Centre, No. 45, Hoi Yuen Road, Kwun Tong, Kowloon, 999077, Hong Kong